Head of Delivery

2 weeks ago

Umhlanga, South Africa Huntswood Full time

**Job Overview**:
The Head of Delivery will support the overall effective operational delivery, to meet the internal and client led demands by demonstrating strong leadership, operational and management capability.

**Responsibilities**:
**People Management**
- Managing Performance and achievement of team leader KPIs
- Articulate with clarity to the Team leaders, the business expectations and support them with the creation and execution of their operational plan.
- Prepared daily Huddle are held.
- Leave/ Absence Management ensuring the required resourcing is available as per SLA
- Disciplinary & HR related Matters are attended to as they arise in line with the company policy and protocols.
- Create and drive team motivation.
- Reward & Recognition is part of the operational rigor.
- Incentive programmes are aspirational, structured and well
- communicated as to align to the operational delivery required.
- Encourage a cross functional collaborative way of work.
- Drive a high-performance environment, ensuring the client objectives are achieved consistently.
- HW policies, procedures and protocols are being communicated and demonstrated within the operational environment.
- Foster the HW culture which must be visible and aligned to a people centric approach.
- Recognize potential challenges that would hinder/ disrupt team performance or morale and speedily address either independently or in partnership with other stakeholders.

**Team/Leader Development**
- Coaching/ mentoring is structured and ongoing
- New leader plan is constructed to support the transition of the newly appointed leader.
- Take the lead on bi-monthly call review sessions with the team leaders/ advisors, with documented actions and outcomes following the session
- Conduct monthly 1-1s with the team leaders, reviewing overall team performance and personal development. Identify skills/ knowledge gaps and address or collaborate with the relevant department to assist.
- Embed industry best practices into the operational environment and continuously seek ways to elevate the level of service delivery.
- Ongoing knowledge sharing based on day of day incidents, findings, or feedback (internal / external)
- Host regular think tank/ focus session with the team (sharing of information, brainstorm ideas for improvement, address problems / challenging situations)
- Team professional Development (CPD, succession, career pathing, etc.)
- Address poor work performance through a structured development plan, partnering with HR to ensure sufficient support is provided for improvement
- Identify and nurture top talent within the team.
- Create a repository of useful resources / reference material to support coaching or skills-based session.
- Create ongoing learning opportunities, both formal an informal so colleagues are kept up to date

**Operational Management (BAU)**
- Define operational objectives.
- Agree and deliver key operational metrics
- Prepare and plan to deliver against the agreed business targets.
- Monitoring performance and adapting activities accordingly.
- Execute on financial objectives by translating into operational activities.
- Track performance against forecast and makes operational adjustments in month.
- Departmental wide communication of relevant information is circulated/communicated.
- Define reporting requirements to optimism the performance.
- Record keeping of key information in respect of with business requirements.
- Instate quality control mechanism ensuring the necessary actions are consistency applied.
- Manage all legislative requirements, taking the appropriate action if required
- Process Oversight and monitoring
- Monitoring of department expenses
- Procurement and supplier oversight
- Based on management information and insights, suggest areas for review to maintain continuous improvement within the environment
- Areas of concern are timeously raised and addressed to avoid disruption and loss of revenue
- Promoting good news stories, innovation, successes and learnings within the department and wider organization
- Project Implementation
- Taking the lead from the project manager, execute/support on actions for department specific projects.
- Provide insight into the project plan.
- Improve, influence and secure support for value-add initiatives.
- Connect and collaborate with others in the project team to ensure successful outcome.
- Keep stakeholders well informed with ongoing communication on progress/ setbacks.
- Maintain records of actions and milestone /achievements for your assigned actions

**Support the building of a great Client Relationship**
- Support the Client Director with maintaining good client interactions
- Work collaboratively with clients through WBR, MBR and QBR.
- Manage internal delivery on client requirements.
- Escalate risk/issues within Huntwood immediately to mitigate concerns/problems.
- Prepare adequately for client visits, including ensure all relevant internal teams are well prepared

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