Principal Business Unit Head

**Principal Business Unit Head**

**Are you ready to take the next step in your career?**

The purpose of this role is to take full responsibility for maintaining and managing the long-term strategic relationship with the client and to manage the business unit/s to ensure profitability and achievement of contractual service levels

**What would make you a good fit for this role?**

Must be willing and able to work in a shifted environment

**Requirements**:
Call Centre Application and Tools

MS Suite (advanced)

Understands concepts of Data Management in a Financial Services environment

In depth experience in Customer Relationship Management, to and from business and customer

Experience in managing both front and back office environments

Senior management level for a minimum of 5 years, being accountable for complex environments

**What you'll be doing**

**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 the need for the creation of positions and forward recommendations 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 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.

**Client Relationship Management**

Builds, maintains and takes ownership of a professional working relationship with the client on behalf of Merchants.

Works to understand the client’s budgetary constraints, business risks and issues with a view to seeking new business opportunities.

Maintains open and honest channels of communication at all levels within the client’s organisation

Manages the client’s expectations and works to ensure their objectives both tactical and strategic are achieved within the agreed budgets, deadlines and to the client’s satisfaction.

Maintains service and quality levels according to Merchants’ business standards and the client’s customers’ expectations.

Seeks and identifies opportunities to increase the value that Merchants can add to the current business.

Works with the client to identify and/or develop new business opportunities

Creates an account plan to identify opportunities to work with the client to develop a proactive relationship whereby Merchants becomes supplier of choice.

Acts as commercial escalation contact for the Client.

**Market Awareness**

Maintains an in-depth knowledge of Merchants’ and the client’s industry and market, taking account of the client’s organisational structure, working practices and cultural drivers.

Understand and communicate peer levels within Merchants and the client company.

Maintains a complete and in-depth knowledge of Merchants Consulting and Outsourcing capabilities.

Identifies and introduces opportunities with Merchants clients to the wider Dimension Data group of companies

**Financial Management**

Develops and manages the operational budget as defined by the commercial requirements.

Manages the forecasting process to ensure predictability.

Establishes profit targets and manages cost and revenue development.

Maximises profit margins by identifying opportunities for additional profit

**Operational Performance**

Leads and drives continuous business improvement initiatives.

Delivers operational performance to contractual requirements.

Develops a culture of performance excellence and customer-centricity in line with the clients’ culture.

Implements new operational services as they relate to client requirements.

Assumes overall accountability for the successful ongoing operational performance that exceeds client expectations.

**Corporate Standards**

Adheres to stand