Head of Operational Support

2 months ago

Johannesburg, South Africa NTT Ltd. Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

**Want to be a part of our team?**

The purpose of this position is to manage the Operational Support area providing essential support services to the BPO Operations, specifically around performance tracking and reporting, planning, insight analysis and improvement recommendations. The position has accountability for overall commercial and operational support performance... In addition, the position is a member of the Operations Leadership Team, working with other senior leaders to ensure the South African BPO Operations business meets its overall contractual, commercial and strategic goals.

**Working at NTT**

1. Strategic Development & Value Proposition
- Leads the definition, design and implementation of the Merchants Operational Services strategy and value proposition
- Interacts with Merchants Strategy, Consulting and Business Development teams in defining the Merchants centralized support services strategy.

2. Operational Delivery
- Drives and guides the quality of service delivery within the Operational Support business area.
- Drives alignment between internal and external client expectations, customer needs, and shared services quality criteria.
- Drives standards within the area according to industry best practice.
- Drives Operational Support delivery solutions for specific Business Units.
- Works with Consulting and Business Development teams to design stand-alone shared service offerings which can later be taken to market

3. People Management

❖ Leadership
- Leads by example in living the values of the organisation

Job Profile: Head of Operational Support
- Ensures the department is fully equipped to handle the work load and distribute work flow
- Coaches to ensure a full understanding of consequences of errors
- Creates an environment that fosters team work and co-operation amongst team members
- Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives
- Communicates effectively, building and maintaining relationships
- Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation

❖ Attraction & Selection
- Ensures appropriate staffing and action accordingly
- Identifies need for creation of position and forward recommendation to direct manager and HR
- Ensures appointments are in line with EE targets / strategy

❖ Retention
- Develops and empowers people, recognizing and rewarding value-added performance

❖ Training and Development
- Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans
- Monitors implementation of training needs as per individual development plans

❖ Career Pathing and Succession Planning
- Identifies, manages and develops talent

❖ Performance Management
- Sets direct reports quantitative and qualitative performance objectives and ensures individual performance objectives are in place and reviewed to meet organizational and individual needs
- Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action

4. Commercial and Financial Management
- Formulates and executes budgets to ensure commercial sustainability and growth for Shared Services.
- Takes accountability for the support services budgets and monthly forecasts within the area of responsibility.
- Ensures that budget and execution plans are aligned.
- Drives and manages relative costs to Shared Services across BUs
- Drives support services performance within operational budgetary constraints.
- Understand and define relevant commercial model for Support Services division

**What will make you a good fit for the role?**

**A career at NTT means**:

- Being part of a **global pioneer -** where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
- Being at the forefront of **cutting-edge technology -** backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s

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