Role & Responsibilities Develop & execute the strategic plan for operational excellence in alignment with the verticals 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 metrices for example goal forms, P4P through put, hiring standardization, pre-process training effectiveness, etc.
Create analytical insights for areas which need reconsideration example hiring effectiveness, MEI rationalization during and post new implementations Exploring reporting mechanism for each of the operational matrix 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 Tracking and reporting of 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) Professional Qualifications 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.
English language proficiency 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 Self-discipline Result orientation Adaptability Listening and comprehension skills Questioning and Reasoning Skills Customer Service focus and telephone etiquette Ability to multitask, prioritize and manage daily work activities Salary: Market related depending on experience Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number L5X579RR subject heading or email body.
Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed in maintaining diversity in its appointments.
Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply.
Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful and we encourage you to reapply.
Please note that as a registered member of APSO, Surgo (PTY) Ltd. does not hold applicants accountable for any application fee.
Your CV will be kept on our database for us to contact you should any future vacancies become available.
If you do not wish for us to keep your CV for any other positions, please email ****** .