Client Delivery Leader

Job Details: **Job Title: Client Delivery Leader** **Location: Mount Edgecombe, South Africa** Kura are looking for an experienced **Client Delivery Leader** to join our team in Mount Edgecombe As the UK’s largest independent outsourcing company, we create opportunities for development and progression throughout our business. We offer an industry leading salary and benefits package, a well-developed recognition programme, and loyalty awards for tenure. Our unique approach to coaching and learning has been designed in line with our vision to be Unrivalled in Developing People, and we work with every person in our business to provide opportunities that meet their personal needs and objectives. We value diversity in our business and unite our people under our shared values: Vulnerability: We bring our true selves to work. Curiosity: We ask questions. Learning We seek feedback. Courage: We call it out in the moment. Accountability: We know it's always down to us. Our values determine how we work together and reach our goal of helping people #CrossTheBridge-that is, go from focusing on the "things and stuff" of business to People and Behaviours. We believe that by developing our people, we know they'll reach their goals. Kura: It's about people **Salary**: R60 000 - R80 000 per month + medical insurance Role details: **PURPOSE OF JOB** To deliver all operational and commercial performance metrics across a project through the management of a group of Operations and Team Managers, ultimately delivering revenue, gross margin and all KPIs while driving and developing an effective sales culture **Requirements**: **EDUCATION AND QUALIFICATIONS** **Essential** - Excellent written, numeracy, verbal and presentation skills Preferred - Business Management Degree qualified **SKILLS, KNOWLEDGE AND CAPABILITY** **Essential** - Outbound & inbound contact centre operational management and strategic planning experience within a sales environment - Effective leadership through team building, development and a strong coaching culture - Highly focussed and sales driven - Great ability to coach the coach - KPI management and proven track record of achievement - Ability to recruit and create dynamic and highly performing teams - Commercial awareness and financial management - Thorough understanding of resource optimisation and delivery - Excellent client relationship management - Experience of managing multiple projects and varying team sizes - Excellent written, verbal and presentation skills - Act with integrity at all times when representing our business and its people - Ambassador for KURA values and brand **Preferred** - Solutions orientated - Endless enthusiasm with determination to over achieve on set targets **Responsibilities**: **KEY RESPONSIBILITIES** - Achieve all operational KPIs across a project to ensure contractual obligations are met as a minimum including (but not limited to) sales performance, delivery of hours, auditory/compliance requirements and customer satisfaction targets - Ensure internal revenue budget targets and revenue growth targets are exceeded by accurate forecasting, analysing and reporting on financial performance and identifying areas for growth - Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction - Lead, develop, motivate and coach Operations and Team Managers enabling them to lead and manage their Team Managers and Advisors to deliver a superior level of sales and a high quality of service. - Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement across the project by building a fun and rewarding environment - Forecast and plan recruitment activity by co-ordinating communication between various internal departments including Resource Planning, HR, Recruitment and Training, thus ensuring staffing levels are continually met across the project - Analyse results across the project to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements - Ensure knowledge is kept fully up-to-date in relation to competitor activity and industry regulatory requirements - Create and maintain a strong sales culture and performance driven working environment - Communicate effectively with the team to create and maintain a motivated and challenged workforce - Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and KURA executive report Next steps: