Full Time jobs in South Africa

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.

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.

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.

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

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

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

• 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.