Associate Director - 6 month Fixed Term Contract

Customer Experience People SA (Pty) Ltd; Durban; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading company in Durban seeks an Associate Director for a 6-month fixed-term contract. The role involves supporting the Operational Director, optimizing performance, and leading strategic initiatives. Candidates should have strong leadership skills and experience in operations, particularly in BPO or contact centers.

Qualifications

• 3-5 years Head of Operations experience (BPO/Contact Centre specific).
• Management or related qualification is advantageous.

Responsibilities

• Partner with divisional Heads to translate strategic objectives into operational plans.
• Drive continuous improvement initiatives to enhance processes.
• Act as client liaison and provide insights on operational best practices.

Skills

Leadership

Data Analysis

Collaboration

Education

Grade 12

Management or related qualification

Job description

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Associate Director - 6 month Fixed Term Contract

This key Operational role acts as 2IC to the Operational Director, supporting and optimizing operational performance, driving strategic initiatives, and ensuring seamless day-to-day running of the department. As a trusted advisor, you will lead specific projects and functions, serving as a key decision-maker in the Operations Director's absence.

Job Responsibilities:

The successful candidate will be responsible amongst others for the following key responsibilities:

• Partner with each divisional Head of Department (HOD) to translate the strategic objective into a tangible operational plan, providing guidance on actions required, timelines and success measures.
• Oversight on the execution of key responsible and task required by the HODs
• Monitor and evaluate the effectiveness of operational & strategic objectives on an ongoing basis
• Create the mechanisms and the culture to share best practices across the D&G estate, ensuring that the best practices are well embedded into the operations
• Distil key messages to the HODs, aligning communication/documents and briefing notes where appropriate
• Act as client liaison by understanding the client requirements and facilitating the information necessary to the operations team.
• Consolidate the data and narrative necessary for client meetings as per the required schedule in partnership with the divisional HOD
• As a subject matter expert, act as a trusted advisor to the HOD and Operations Director providing guidance and insight on Operational best practices.
• Analyse the available data and provide detailed insights and recommendations to strengthen the operations
• Lead on strategic and operational projects providing ongoing project updates to the project owner
• Drive continuous improvement initiatives by partnering with operations and support departments to enhance existing processes, increase productivity and drive consistent performance
• Contribute towards the departments strategic plan with the aim of achieving the required client deliverables.

Job Requirements:

• 3-5 years Head of Operations experience (BPO/Contact Centre specific )
• Grade 12
• Management or related qualification (advantageous)

Skills Required:

• Demonstrates strong leadership capability
• Able to make decisive well thought of decisions
• Results orientated with a strong focus on execution
• High proficiency in data analysis and operational performance metrics
• Ability to distil strategic plans into operational plan
• Able to prioritise multiple projects, task and activities at any given time
• Collaborative Approach with all stakeholders
  

CoreBehavior

Huntswood’s employees are described as dependable, driven and collaborative.
The job holder should align to our 6 Fundamental Values:

• Strive For Greater
• Enable and empower all employees
• Do the right thing
• Own it

"It's not just about what we do, but the way we do it. And it's our values that make us special."

NB: All appointments are subject to the positive outcome of pre-employment verification checks.

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