Quality Control à United States

Job Title: Vice President of Operational Excellence

Location: Cape Town, South Africa

Salary: Estimated $120,000 - $180,000 per year

About Our Client: Our company specializes in providing analytics and digital solutions to help businesses make better decisions and drive growth.

• Develop and execute the strategic plan for operational excellence in alignment with the company's goals and objectives.
• Ensure the alignment of operational activities with financial targets and performance indicators.
• Identify and implement cost optimization initiatives and best practices across the value chain.
• Lead and mentor a team of operational excellence professionals to drive performance improvements.
• Foster a culture of continuous improvement and operational excellence throughout the organization.
• Participate in all deals to provide strategic inputs on the overall operational structure.
• Provide insight into financials and ways to improve them.
• Provide inputs and best practices across the industry and within the organization for improved and seamless transitions.
• Guide on standardizing core project management deliverables across the board.
• Provide guidance on clarity of roles and responsibilities between multiple functions for clear segregation of duties and reduce pressure on the operations team during an implementation.
• Identify, analyze, and prioritize areas for process standardization improvement and optimization.
• Review current practices for operational metrics, for example, goal forms, P4P throughput, hiring standardization, pre-process training effectiveness, etc.
• Create analytical insights for areas which need reconsideration, for example, hiring effectiveness, MEI rationalization during and post new implementations.
• Explore reporting mechanisms for each of the operational metrics to ensure visibility and governance from service delivery leads.
• Oversee the performance of operations for potential enhancements to service level agreements (SLAs) and key performance indicators (KPIs) as a key differentiator in the market.
• Collaborate with functional leaders to implement operational improvements and drive productivity gains.
• Utilize data analytics to identify trends, root causes, and opportunities for improvement.
• Guide and encourage change initiatives to ensure successful implementation and adoption of new processes and technologies.
• Communicate effectively with stakeholders to gain buy-in and support for operational excellence initiatives.
• Work with the training teams to co-create or enhance current training programs and materials to support continuous improvement efforts.
• Track and report on the concerns/issues tracker on a fortnightly basis with leadership (and actions thereof along with best practices to bring in synergies between multiple client areas with a similar scope).

• Minimum 13 years' work experience; preferably from BPO background.
• Previous international Voice experience.
• Possesses necessary knowledge of business concepts to effectively perform the job.
• Should have managed Teams for at least 3 years.
• Commits to achieving specific objectives and takes ownership for accomplishing them.
• Proven experience in stakeholder management, with the ability to effectively communicate and collaborate with internal and external stakeholders.
• Excellent team management and leadership skills, with the ability to inspire and motivate team members to achieve their full potential.
• Strong project management skills, with the ability to manage multiple projects simultaneously and deliver results within established timelines.
• Exceptional communication and presentation skills, with the ability to convey complex information in a clear and concise manner.
• Demonstrated ability to operate with minimum supervision and take initiative to drive initiatives forward.
• Should be familiar with MS Office.
• Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others.
• Responsible for handling high volumes of transactions.
• Effectively balances quality, timeliness and productivity standards.
• Result orientation.
• Listening and comprehension skills.
• Questioning and reasoning skills.
• Customer service focus and telephone etiquette.
• Ability to multitask, prioritize and manage daily work activities.

• Market-related salary based on experience.
• Opportunity to work with a dynamic and growing organization.
• Chance to develop and grow professionally in a supportive and collaborative environment.