Innovation Manager

3 weeks ago

Cape Town, South Africa Teleperformance South Africa Full time

**Job Title**:Innovation Manager

**Location**: South Africa

**Job Mode**:

- Hybrid

**Job Type**: Full-Time

**Job Overview**

**Key Responsibilities**:
**Lead Innovation Projects**: Manage and oversee the implementation of new systems, strategies, and channels to improve customer and agent experiences.

**AI Integration**: Utilize AI technologies to optimize processes, enhance decision-making, and provide innovative solutions that benefit customers, agents, and the organization.

**Customer and Agent Journey Optimization**: Focus on improving the overall experience of customers and agents by identifying pain points and implementing technology-driven solutions.

**Cross-Functional Collaboration**: Work closely with multiple teams across the organization to pull the right resources and expertise together to drive successful project outcomes.

**Stakeholder Management**: Engage with internal and external stakeholders to ensure alignment of goals, expectations, and deliverables.

**Trend Monitoring**: Stay up to date on the latest industry trends and AI advancements, and proactively integrate relevant technologies into the organization's strategies.

**Data-Driven Decision Making**: Leverage analytics and data insights to assess project performance, drive continuous improvement, and inform strategy adjustments.

**Team Leadership**: Lead and inspire cross-functional teams, ensuring collaboration, accountability, and the achievement of key objectives.

**Change Management**: Support and assist in designing, implementing, and guiding teams through change management strategies, ensuring effective communication, training, and resources, while monitoring and refining the impact of organizational transitions.

**Key Competencies**:

- Excellent analytical skills with the ability to leverage data for strategic decision-making.
- Demonstrated ability to manage multiple teams, foster collaboration, and pull the right people from across the organization to achieve goals.
- Proven experience in managing stakeholders at various levels of the organization.
- Up to date with the latest AI and technology trends, particularly those impacting customer experience and operational efficiency.
- Strong communication and leadership skills.

**Qualifications & Experience**
- 2 years experience as a Operations Manager role
- Matric Equivalent
- Microsoft Excel proficient
- Lean six sigma background would be advantageous
- Proven experience in leading innovation projects or similar roles, ideally with a focus on customer and agent experiences.

**Job Types**: Full-time, Permanent

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