Head : Service Hub

AfroCentric Group; Johannesburg; On-site; ZAR 1 200 000 - 1 500 000; Full time

Job summary

A leading health services company in Johannesburg seeks an experienced professional for a key role focusing on designing servicing strategies and enabling operations to achieve business growth and customer satisfaction. The ideal candidate has a Master's Degree and extensive experience in recruitment and workforce planning. This opportunity offers a chance to lead and develop strategies that impact customer service excellence and operational transformation.

Qualifications

• 10+ years' experience in Recruitment, Workforce Planning, Quality Assurance, Strategic thinking and planning, Budget Management.
• 15+ years' extensive leadership experience, Health Industry Experience.

Responsibilities

• Design and enable servicing strategy to achieve targeted goals.
• Drive strategic enablement across knowledge management and workforce planning.
• Oversee QA frameworks to ensure high-quality customer interactions.
• Deliver actionable insights to influence strategic decisions.

Skills

Health legislation and regulatory

Resource Planning

Change Management & Process Optimization

Communication & Stakeholder Engagement

Governance & Compliance Expertise

Data-Driven Decision Making

Education

Master's Degree / NQF level 9 in Business Management or related field

Tools

Operational Management systems

Customer Engagement platform understanding

Project Management including SAFe Framework

Proficiency with generative AI

Job description

What will you do?

To design and enable the servicing strategy to achieve the organisations targeted goals including customer service excellence, business growth and customer retention. To enable operations, ensuring service levels are enabled by scientific workforce planning, through a knowledgeable and skilled resource contingent. To be accountable for the creation and building of strong relationships and networking across all stakeholders to achieve the strategic goals and objectives. Cultivate leadership experiences by committing to continuously make a positive difference within the team.

Drive strategic enablement across knowledge management, workforce planning, quality assurance, compliance, and communication governance to support operational excellence and transformation objectives.

• Integrate and optimize knowledge assets across business units; track workforce capability improvements through targeted training aligned to strategic priorities.
• Lead workforce planning and resource allocation; ensure accurate forecasting and budget planning for operational and digital resources; monitor scheduling adoption and effectiveness.
• Oversee QA frameworks to ensure consistent, high-quality customer interactions; benchmark quality standards and drive automation for efficiency.
• Maintain ISO aligned practices; mitigate compliance risks; ensure timely closure of audit actions with sustainable process improvements.
• Implement secure, role-based access controls; drive automation in account administration to reduce risk and improve turnaround times.
• Deliver actionable insights to influence strategic decisions; promote adoption of performance dashboards; quantify business optimization contributions.
• Develop and govern communication strategies; design customer communication journeys; oversee content creation across channels; measure impact through engagement analytics.

Qualifications & Experience

• Master's Degree / NQF level 9 in Business Management or related field
• 10+ years' experience in: Recruitment, Workforce Planning, Quality Assurance, Strategic thinking and planning, Budget Management and Business Enablement
• 15+ years' experience: Extensive leadership experience, Health Industry Experience and Reporting and Trending

Knowledge and Skills

• Health legislation and regulatory
• Health Care Industry
• Industry knowledge
• Resource Planning
• Change Management & Process Optimization
• Communication & Stakeholder Engagement
• Governance & Compliance Expertise
  • Strategic Thinking & Planning
  • Workforce management models
  • Business Architecture and design thinking
  • Customer Engagement Industry Trends
  • Data-Driven Decision Making
  • Business insights and Key performance metrics

  Technical

  • Operational Management systems, key software, tools and related technology understanding
  • Customer Engagement platform understanding
  • Project Management and including SAFe Framework
  • Report writing
  • Business Case documentation
  • Proficiency with generative AI
  • User Acceptance Testing

  Turnaround Time

  The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of line managers.

  Our Commitment to Transformation

  AfroCentric is committed to transformation and embracing diversity. Our Employment Equity plan and targets will be considered as part of the recruitment process. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities.

  Should you not hear from us within a month of applying, consider your application unsuccessful.