Managing Director

2 weeks ago

Century City, South Africa Impact Business Partnerships Full time

**About us**:
HeraSmart was born out of a belief and purpose that we can do things better in the space of BPO (Business Process Outsourcing). We moved from having a name, HeraSmart, in late August 2023 to a new exciting state of the art space for 360 colleagues by the end of September. We're now on an accelerated recruitment drive, having won our first American client within a week of opening our doors, and working to build capability and capacity for a new UK fintech.

We know we're an exciting new brand, we know we'll do things differently, and we know we'll win All this only happens because of our people and teams. They make the magic happen, so we're out to find the right people to help build this juggernaut and leave a legacy.

HeraSmart is a portfolio brand and part of the Impact Business Partnerships Group, which has a stable of diverse and varied brands from Tax Efficacy & Accountancy, Compliance and legal services to Business-to-Business lending. We have an ambitious strategy and our Group plans for 2024 see us make our move into new global geographies, with Ireland, Australia and France all on the agenda.

HeraSmart’s ambition will see us build our brand with a comprehensive suite of offerings including reactive and proactive Service, inbound and outbound Sales and retention Collections, digital engagement, Customer Experience (CX), and Learning & Development (L&D). We are however here to disrupt the market and break the traditional BPO mould with an innovative and disruptive approach to commercial and operational models that put our people and partners at the heart of what we do, and why we exist.

We’re a Purpose and Values driven business and our focus is on our people and delivering outcomes for our partners, and we’re looking for a seasoned Managing Director to lead HeraSmart’s growth.

You’ll have complete authority and autonomy to evolve and build on the strategy with a sharp focus on expanding our partner portfolio, both domestically within South Africa and internationally across the UK, Australia, the USA and Europe. You’ll set all aspect of the strategy which see’s us to continue to follow the broader group in international expansion. The leader of this business will leverage extensive experience in BPO services and Contact Centre management to drive revenue growth, and design and deliver the Target Operating Model.

Reporting directly to the Group Board the Managing Director will have ownership of defining HeraSmart's strategic trajectory. You will have full P&L accountability and remit to build out your team and operating model whilst leveraging significant group capabilities across HR, Finance, IT and Learning & Development, as well as direct line management for the commercial manager and team. This role is within a highly visible area of the group, and thus stakeholder management, group engagement and cross-business and functional collaboration is a key ingredient to making this a success.

**Key Responsibilities**:

- Devise and execute a multifaceted growth strategy tailored to HeraSmart's objectives, with a real focus on new client acquisition and market expansion across our targeted regions.
- Whilst you will have overall accountability, we believe in collaboration and having a diverse input and perspective on what we do and therefore it’s imperative to build strong relationships with key stakeholders, including clients, partners, and industry leaders, serving as the primary liaison for strategic accounts and fostering a culture of trust and collaboration.
- Work closely with the Group Board to establish the HeraSmart brand locally and internationally and set growth benchmarks, agreeing actionable plans to achieve brand recognition, engagement, revenue goals, and market diversification.
- Lead the commercial team in developing and deploying strong client acquisition strategies, leveraging market insights and customer feedback to secure new business, and to drive organic growth of existing partnerships.
- Champion HeraSmart's brand image and value proposition across diverse forums, positioning the brand as a break-away from the traditional norm, and a centre of excellence and reliability in the BPO landscape. Building and enhancing HeraSmart’s public profile at industry events and speaking engagements
- Upholding ethical standards, integrity, and corporate social responsibility in all areas of HeraaSmart’s business operations.
- Delivering strong, predictable and reliable outcomes for our colleagues, clients and shareholders will be a strategic imperative. As well as driving the overall growth and delivering the Target Operating Model.
- You’ll lead on ensuring operational efficiency and continuous improvement across all functions is embedded, ensuring adherence to best practices and delivering service quality and exceeding client expectations - all an expected part of your strategy and operating plan and model.
- Much of the external partnerships we establi

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