Assistant Vice President of Operations, South Africa
Location: Sandton, Johannesburg
Compensation: Negotiable
Start date: 01 December 2024
Reporting to: Vice President of Operations
Working model: Office Based
About Quantanite
Quantanite is a customer experience (CX) solutions and outsourcing company dedicated to helping fast-growing companies and leading global brands transform and grow. Through a collaborative and consultative approach, we rethink business processes and ensure our clients employ the optimal mix of automation and human intelligence. Our ambitious team of professionals, spread across four continents, aims to disrupt the industry by delivering seamless customer experiences backed by exceptional results. With big dreams and a commitment to our values, passion, and appreciation for diversity, we are always seeking new colleagues to join us on our journey.
About the role
You will lead our World-Class Service Delivery Centre, a rapidly expanding operation currently comprising approximately 1,000 full-time employees, strategically situated in the heart of Johannesburg. As a dynamic and results-driven leader, you will oversee a comprehensive organisation, managing all aspects from client relationships and business growth to commercial performance, campaign execution, and site operations. Your role extends beyond maintaining exceptional service standards for our clients and colleagues; you will also be instrumental in scaling our Service Delivery Centre to meet the demands of our ongoing growth trajectory. As a people leader, you will be required to demonstrate empathy for our employees and lead by example. Your ability to effectively swing between rolling up your sleeves and maintaining a strategic perspective of operations will be a critical factor in success.
Future development
At Quantanite, you'll have a personal development plan to help you improve in the areas you're looking to develop in over the coming years. Your manager will dedicate time and resources to supporting you in getting you to the next level. You'll also have the opportunity to progress internally. As a fast growing organisation, our teams are growing, and you'll have the chance to take on more responsibility over time. So, if you're looking for a career full of purpose and potential, we'd love to hear from you!
Responsibilities
Your key responsibilities will include:
Lead the development of our Johannesburg delivery teams, ensuring they have the ability to deliver according to client requirements.
Deliver exceptional client satisfaction with delivery, while working with the sales teams to set accurate expectations.
Deliver outstanding employee satisfaction for all associates.
Manage capacity availability to accommodate new and changing client requirements.
Support Sales and PreSales teams in positioning the Service Delivery Center as a source of value for prospective clients.
Provide formal guidance to commercial teams on minimum pricing thresholds in order to achieve gross profit targets for various service lines.
Control expenditure and ensure practical processes are in place to monitor accounting for payments.
Nurture and care for a constantly developing operations management team.
Ensure optimal data security and adherence to relevant information security regulations.
Identify areas for operational improvement across delivery operations and support functions.
Build a culture of accountability in which deadlines and targets are met.
Ensure cultural behaviours at our Service Delivery Centre are consistently aligned with our broader company values and expectations.
Motivate and inspire operations management and staff to achieve great results.
Sustainably satisfactory campaign performance.
Low to zero campaign churn.
Sector-leading low attrition results.
Repeatable satisfactory delivery of the company's proprietary operating methodology, Performance Plus.
Delivery in alignment with WFM expectations within elements such as utilisation and occupancy.
Oversee the facilities function.
Primary Requirements
To be seriously considered, we're looking for the following:
At least 10 years working experience, with at least 5 years in the business process outsourcing and/or customer experience sector.
A bachelor's degree or higher.
Experience in working in large IT outsourcing MNCs as well as smaller organisations is an advantage.
A satisfactory understanding of the BPO and CX market including local competitors.
Experience leading a site and facilities outputs.
Experience in leading BBB-EE and DTIC activities.
Experience of managing a minimum of 1000 FTE.
Exposure to UK, US, and European clients, often digitally native, ideally with significant client-facing time.
Additional Requirements
Strengths within operational and tactical campaign delivery.
An appetite to work collaboratively with frontline associates, working side by side where required to demonstrate best practice to developing teams.
Experience preferably from both back office data processing and front office client assignments is an advantage.
An entrepreneurial attitude and passion to build something of your own.
Appreciation and knowledge of developing business functions of HR and IT alongside delivery operations.
Strong communication skills both for in-house communication but also when speaking with prospects and clients.
A track record of successfully scaling and developing delivery centres.
Nuanced yet servant-orientated leadership skills. Demonstrating sensitivity to the needs of our frontline associates is considered a critical need.
Effective problem solving skills.
A proven leader of people through mentoring, coaching, and clarity of direction.
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