Workflow & Team Manager - Cape Town

7 days ago

Cape Town, Western Cape, South Africa Morae Global Full time R250 000 - R500 000 per year
TITLE: Workflow & Team Manager

LOCATION: Observatory, Cape Town

LEVEL: Associate

JOB TYPE: Full Time (Hybrid)

WORKING HOURS: 8am to 5pm

Purpose of the Role:

To provide a first-class service to our clients at all times by managing workflow, team and communication to our clients
CORE RESPONSIBILITIES:
  • 100% client retention
  • Maintain a consistently high level of client satisfaction
  • Workflow management, assessment and allocation
Workflow:
  • Professional communication to the highest level to all our clients
  • Efficient resource management to support workflow and client needs
  • Co-ordinate the even distribution of work for all team members according to skill, availability, deadline and output required
Team Key Performance Indicators
  • 98% deadline achievement
  • 98% quality achievement
  • 85% chargeable/accounted time
  • 80% productivity (WTM and team KPI)
  • 5% unaccounted time
  • 5% absence
People:
  • Mentor and develop individuals to maintain a professional, high-performance client engagement team
  • Drive and contribute to a culture of accountability and positive attitude
  • People management
  • Internal communication
  • Management of core team to include KPI's, reviews, training and day to day operations
  • Ensure team are following all processes and procedures (both the clients' and Morae's)
Financial:
  • Manage team to exceed 65% gross margin
  • Manage resource to ensure optimum cross-utilisation and management of staff costs (i.e. overtime costs, TOIL)
    Technology
  • Understand technological advancements and impact on services offered
  • Research technology trends and identify opportunities to improve efficiency and profitability through adoption.
Skills, Knowledge and Experience:
  • 2+ years' proven experience in a Team Leader role
  • Ability to communicate at C-suite level
  • Excellent interpersonal and communication skills (oral and written)
  • Excellent time management skills and ability to cope with conflicting multiple deadlines
  • A team motivator
  • Proven track record in delivering excellent client service
  • Positive attitude and ability to remain calm and professional at all times
  • Excellent attention to detail
  • Ability to touch-type with a minimum of 40 wpm
  • Responsible with a strong work ethic
  • Ability to deal with conflict and resolve internal staffing issues
  • Six Sigma White & Yellow belt certification
  • MS Office - Competent level
Please note that only shortlisted candidates will be contacted. If you do not hear from us within 5 days, please accept that your application was unsuccessful.

Please note that Morae Global Corporation does not engage the services of recruitment agencies, as we are supported by a highly skilled internal global talent team.

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