BPO Divisional Manager

2 months ago


Johannesburg, Gauteng, South Africa Energy at Work Projects Full time
BPO Divisional Manager - Operational Excellence

Are you a seasoned business process outsourcing industry leader with a passion for operational excellence? Do you have a track record of successfully managing numerous customer accounts, driving revenue, and producing outstanding results? A fantastic opportunity is available for a BPO Divisional Manager at Energy at Work Projects.

Key Responsibilities:
  • Operational Strategy: Develop and execute the overall operational strategy for the BPO division, aligned with the company's goals and objectives.
  • Team Leadership: Lead, mentor, and manage a team of managers and supervisors to ensure effective service delivery, adherence to quality standards, and achievement of performance targets.
  • Performance Metrics: Establish and monitor key performance indicators (KPIs) to track and improve operational efficiency, client satisfaction, and financial performance.
  • Market Analysis: Analyze market trends, industry best practices, and emerging technologies to identify opportunities for process improvements, automation, and innovation within the BPO operations.
  • Cross-Functional Collaboration: Collaborate with cross-functional teams, including sales, marketing, and technology, to drive revenue growth, enhance client relationships, and develop new service offerings.
  • Client Relationships: Develop and maintain strong relationships with key clients, acting as a strategic partner and trusted advisor to address their evolving needs and drive long-term satisfaction.
  • Quality Assurance: Ensure effective quality assurance processes and controls to ensure adherence to service level agreements (SLAs), compliance with regulations, and continuous improvement in service delivery, by working closely with the QA teams and Managers.
  • Risk Management: Identify and mitigate operational risks, proactively addressing potential issues and ensuring robust business continuity plans.
  • Financial Management:
  • Monitor and manage operational budgets, resources, and costs to optimize efficiency and profitability.
  • Reporting and Analysis: Provide regular reports and updates to the executive team, highlighting operational performance, challenges, and opportunities, and making strategic recommendations.
Requirements:
  • Education: Bachelor's degree in business administration, Operations Management, or a related field. MBA or equivalent advanced degree is preferred.
  • Industry Knowledge: Knowledge of the FAIS regulated sector or related industry.
  • Experience: Proven track record of success in senior leadership roles within the BPO industry, with at least 5 years of experience in a similar role.
  • Skills: Exceptional strategic thinking and problem-solving skills, with the ability to make data-driven decisions and drive business growth.
  • Leadership: Strong leadership and team management abilities, with a track record of building and motivating high-performing teams.
  • Communication: Excellent communication and interpersonal skills, with the ability to build and maintain relationships with clients, stakeholders, and internal teams.
  • Analysis: Analytical mindset and proficiency in analyzing data, generating reports, and utilizing performance metrics to drive continuous improvement.


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