Client Delivery Leader

7 days ago

Durban, South Africa KURA SA Full time

**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 reports

**EDUCATION AND QUALIFICATIONS**

**Essential**
- Excellent written, numeracy, verbal and presentation skills

**Preferred**
- Business Management Degree qualified

**2.1 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

Ability to commute/relocate:

- Durban, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (required)

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