Job Description:
The incumbent will oversee the day to day business operations of a portfolio of projects, represent customer needs and goals within the organization to ensure quality of delivery by meeting client SLAs and oversee projects and business relationships with assigned accounts.
Responsibilities:
Business Support
Overseeing a portfolio of projects by recruiting and managing the delivery team
Providing day-to-day leadership to various technical, professional and administrative personnel engaged in specified project activities, as appropriate to the position.
Driving monthly performance of productivity, quality and impact goals by ensuring that appropriate KPIs are set, monitored in real-time and attained.
Preparing and monitoring work plans and task schedules by incorporating the sales pipeline into planning, developing and executing capacity schedules.
Analyzing, designing, documenting and implementing internal reporting systems and procedures for the business entity within specified functional area of operation. Preparing performance reports by ensuring timely collection and analysis of data and trends.
Executing continuous improvement programmes by identifying and resolving problems; initiating corrective operational actions; preparing and executing action plans; completing system audits and analyses; managing system and process improvements.
Coaching and developing team members through regular monitoring and feedback.
Maintaining operational and technical knowledge by tracking emerging trends in data center operations management.
Achieving customer Service Level Agreements (SLAs) through operational excellence and KPI management.
Initiating ISO standards as necessary and ensuring ongoing compliance.
Providing strategic advice and recommendations to leadership in the development, implementation, and evaluation of new or modified operating policies, practices and procedures within the specified functional area of focus.
Enhancing departmental and organizational reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Project management
Ensuring delivery of Client KPIs/targets including day to day service levels, quality measures and compliance measures. Managing and delivering project work and reliable information in accordance with agreed plans and schedules.
Ensuring that all monthly revenue targets are attained and surpassed with timely and high quality project execution.
Managing new project launches in collaboration with the Sales, Service Delivery and Center Management teams.
Providing internal and external stakeholders with transparent and attentive project management support covering production and quality management.
Managing, organizing and coordinating the day to day work of the account management and production staff of the different accounts within the Centre to deliver the highest standards of service to clients.
Leading and managing the account management and production staff, ensuring that they are well trained and motivated to meet the objectives and priorities of the Centre.
Qualifications
Successful candidates will have:
A Bachelor’s degree in Business Operations or related discipline or equivalent
Advanced Excel and G-sheet skills, ability to work with lookups and pivot tables.
Proficiency in Microsoft Office and Google Docs
At least 8 years of professional work experience with a minimum of 3 years at senior management level in a BPO environment including operational planning and execution, process design, systems and capacity planning. (Experience in a busy contact centre may be considered)
5 years’ account management/client services experience will be an added advantage
Significant experience in project management is required
Competencies
The ideal candidate will:
accept challenges and tackle difficult situations and meet the expected goals
possess good project management skills and attention to detail
have excellent written and verbal communication skills
be self-motivated and can learn new concepts and participate in new projects
have strong organizational, analytical and interpersonal skills
show demonstrated leadership experience with the ability to recruit and develop a team
have proven ability to build renewable revenue and expand business and margins within clients
have proven ability to manage multiple projects at a time while paying close attention to the details
show demonstrated ability to collaborate across an enterprise toward mutual success with the ability to work across groups managing individuals both directly and indirectly to achieve a common goal.
have the capability and flexibility to meet demands and change drivers
Only shortlisted candidates will be contacted
