Vice President – Customer Service & Operations

Believe Resourcing; Cape Town; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading global BPO company is seeking an experienced professional in Cape Town to manage service delivery transitions and improve operational efficiency. Responsibilities include managing a headcount, tracking revenue against targets, and enhancing employee engagement. The ideal candidate should have at least 10 years of experience in the BPO industry and strong skills in communication, planning, and strategy development.

Qualifications

• Minimum of 10 years’ experience in the BPO industry.

Responsibilities

• Manage FTE headcount and track revenue from the business unit.
• Deliver on client benefits through innovation and continuous improvement.
• Develop engagement plans for all levels of employees.
• Support leadership in developing strategies for business development.

Skills

Communication

Planning

Strategy development

Conflict management

Influencing and negotiation strategies

Stakeholder engagement

Strategic competencies

Education

Graduate or Postgraduate qualification

Job description

Location: Cape Town
Employment Type: Full-Time | Onsite

About Our Client

Our client is a leading global Business Process Outsourcing (BPO) and digital transformation company that partners with some of the world’s most recognised brands.

About the Role

Ensure seamless transition and flawless service delivery:

• Focus on transition with zero impact on service delivery.
• Focus on efficiencies – leaner, greener, and faster.
• Focus on process stabilisation and sustained delivery.
• Reduce operational costs.
• Make transformation business processes more effective.
• Build an effective process management system.

Responsibilities

Operational Performance

• Manage FTE headcount.
• Track revenue from the business unit versus target.
• Monitor gross margin and manpower efficiency index (MEI).

Client Satisfaction

• Deliver on client benefits through innovation and continuous improvement.
• Develop and execute plans to improve efficiency.
• Strengthen operational and support teams to minimise process leakages.
• Partner with transformation teams to deliver measurable value.
• Identify and implement transformation opportunities.
• Monitor customer satisfaction survey results and performance indices.
• Drive improvement through innovation.

People Management

• Develop engagement plans for all levels of employees.
• Focus on employee training and development, particularly in domain expertise.
• Regularly review high-potential (HIPO) employee engagement initiatives.
• Encourage cross-training and skill enhancement to manage volume effectively.
• Partner with HR to improve people engagement and retention strategies.
• Ensure minimal staff attrition and high levels of employee engagement.

Strategic Support

• Support industry and business unit leadership in developing strategies for business development and process improvement.
• Identify opportunities to deliver additional savings for clients.
• Drive operational efficiency improvements for both the client and internal teams.
• Assist in business development activities as required.
• Reduce overheads as a percentage of revenue.
• Participate in people development initiatives.
• Lead process improvements that deliver tangible value to clients.

Major Challenges

• Maintain customer experience during transition with zero impact on service delivery.
• Partner with HR to strengthen people practices and ensure effective capacity management.

Key Decisions

• Independent Decisions:
  • Implement strategic improvements for process delivery.
  • Execute people and management rationalisation decisions.
• Financial Dimensions:
  • Manage revenue and profitability of the business unit.

Qualifications

Graduate or Postgraduate qualification preferred.
Minimum of 10 years’ experience in the BPO industry.

Required Skills

• Communication, planning, and strategy development.
• Computer navigation.
• Conflict management.
• Influencing and negotiation strategies.
• Off-shoring technology setup (e.g., bandwidth utilisation).
• Speed typing.
• Stakeholder engagement.
• Strategic competencies.