Service Delivery Centre Director, South Africa

4 months ago

Johannesburg, South Africa Kumusa Consulting Full time

**Purpose**

Youll lead our World Class Service Delivery Centre of 600 FTE and growing, located in the centre of Johannesburg. A highly effective Leader in an energetic results orientated environment, youll own a turnkey organisation; everything from recruitment, management, commercial performance, and campaign delivery will lie within your accountabilities. Youre not just responsible for delivering services to the high standards our Clients and Colleagues expect, however - youre also responsible for scaling our Service Delivery Centre to meet our sustained growth challenges.

Youll own the tactical and operational performance of our World Class Service Delivery Centre. You will bring a natural affinity for building relationships with both employees and clients. As a people leader, you will be able to demonstrate empathy for our employees and lead by example.

Your ability to effectively swing between rolling up your sleeves and maintaining a strategic perspective of operations will be a critical factor in success.

**Duties and Responsibilities**:

- Lead the development of our Johannesburg delivery teams, ensuring they have the ability to deliver according to client requirements.
- Deliver exceptional client satisfaction with delivery, while working with the sales teams to set accurate expectations.
- Deliver outstanding employee satisfaction for all associates.
- Manage capacity availability to accommodate new and changing client requirements.
- Support Sales and PreSales teams in positioning the Service Delivery Center as a source of value for prospective clients
- Provide formal guidance to commercial teams on minimum pricing thresholds in order to achieve gross profit targets for various service lines.
- Control expenditure and ensure practical processes are in place to monitor accounting for payments.
- Nurture and care for a constantly developing operations management team.
- Ensure optimal data security and adherence to relevant information security regulations.
- Identify areas for operational improvement across delivery operations and support functions.
- Build a culture of accountability in which deadlines and targets are met.
- Ensure cultural behaviours at our Service Delivery Centre are consistently aligned with our broader company values and expectations.
- Motivate and inspire operations management and staff to achieve great results.
- Sustainably satisfactory campaign performance.
- Low to zero campaign churn.
- Sector-leading low attrition results.
- Repeatable satisfactory delivery of the companys proprietary operating methodology, Performance Plus.
- Delivery in alignment with WFM expectations within elements such as utilisation and occupancy.

**Role Requirements**
- At least 10 years working experience, with at least 5 years in the business process outsourcing and/or customer experience sector.
- Strengths within operational and tactical campaign delivery.
- Experience in working in large IT outsourcing MNCs as well as smaller organisations is an advantage.
- A satisfactory understanding of the BPO and CX market including local competitors.
- "Fire in the belly": A consistently high drive to succeed.
- An appetite to work collaboratively with frontline associates, working side by side where required to demonstrate best practice to developing teams.
- Experience preferably from both back office data processing and front office client assignments is an advantage.
- Experience of managing a minimum of 1000 FTE.
- Exposure to UK, US, and European clients, often digitally native, ideally with significant client-facing time.
- An entrepreneurial attitude and passion to build something of your own.
- Appreciation and knowledge of developing business functions of HR and IT alongside delivery operations.
- Strong communication skills both for in-house communication but also when speaking with prospects and clients.
- A track record of successfully scaling and developing delivery centres.
- Nuanced yet servant-orientated leadership skills. Demonstrating sensitivity to the needs of our frontline associates is considered a critical need.
- Effective problem solving skills.

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