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Head of Operations

4 months ago

Cape Town, 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 take overall responsibility for the performance and

ongoing development of the Contact Centre functions, ensuring delivery of contractual

obligations and client relationship development.

**Working at NTT**

1. People Management

Leadership
- Leads by example in living the values of the organisation
- 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
- Guides in Career Pathing and ensures Succession Planning Job Profile: Head of Operations
- Identifies, manages and develops talent
- Assumes responsibility for identifying key roles and potential successors for the roles
- Ensures successors are placed within an acceptable time frame.

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

2. Financial Performance
- Take responsibility for the ongoing support of the operation to ensure sustained and profitable growth throughout the contractual lifecycle
- Provides input into setting the operational budget, and responsibility for managing and administering the budget allocation on an ongoing basis
- Ensures that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements
- Ensures billable hours are delivered to target

3. Operations
- Ensures all the necessary operational policies, procedures and processes are clearly documented, regularly reviewed and cascaded throughout the operation
- Ensures the production of relevant, useful and professional reports as required by the client in order to provide intelligence for operational improvements
- Identifies areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols
- Assumes accountability for any projects undertaken by the business unit, ensuring that effective management occurs and deliverables are achieved in a timely and cost-effective manner
- Ensures consistency and standardisation with the client’s other operations
- Drives the business unit to successful achievement of all contracted obligations

4. Client Relationships
- Provides effective operational client management and ensure that all client engagements are managed professionally and ensure that these demonstrate the Merchants values at all times
- Be the main point of contact for the Client. - Works with the CRM to ensure communication to the client is effective
- Ensures the operational goals and vision is actioned in collaboration with the client
- Works with the support services teams to action business change and service improvement

Knowledge
- Minimum 6 years operations management experience, with at least 2 years in a senior managerial position in a Contact Centre
- Understanding of Contact Centre Industry in terms of how people and technology work together for business optimization

**Skills**:

- Leadership (L4)
- Oral and written communication(