Head Of Delivery – Huntswood
Location: Cape Town, Western Cape
Employment Type: Permanent
Posted Date: 16 July 2024
Closing Date: 16 August 2024
Job Overview:
The Head of Delivery will support effective operational delivery, meeting internal and client-led demands by demonstrating strong leadership, operational, and management capability.
Job Responsibilities:
People Management:
- Manage performance and achieve team leader KPIs.
- Communicate business expectations to team leaders and support operational plan execution.
- Handle daily huddles, leave/absence management, disciplinary matters, and team motivation.
- Implement reward and recognition programs.
- Foster a high-performance environment and maintain alignment with HW policies.
- Address challenges that impact team performance or morale.
Team/Leader Development:
- Provide structured coaching/mentoring.
- Develop new leaders and conduct bi-monthly call review sessions.
- Conduct monthly 1-1s with team leaders to review performance and development.
- Embed industry best practices and facilitate ongoing knowledge sharing.
- Address poor performance with structured development plans.
- Identify and nurture top talent.
Operational Management (BAU):
- Define and deliver operational objectives and key metrics.
- Prepare plans to meet business targets and monitor performance.
- Execute financial objectives and adjust operational activities as needed.
- Ensure compliance with legislative requirements and manage expenses.
- Promote continuous improvement and innovation within the department.
Project Implementation:
- Support project managers with department-specific projects.
- Provide insights and collaborate with project teams for successful outcomes.
- Maintain stakeholder communication and records of actions/milestones.
Client Relationship Management:
- Support the Client Director in maintaining good client interactions.
- Collaborate with clients through regular business reviews.
- Manage internal delivery on client requirements and escalate risks/issues.
- Prepare for client visits and maintain healthy working relationships.
Change Management:
- Identify and drive change initiatives within the department.
- Partner with the business on organizational changes and manage communication plans.
- Monitor outcomes and address challenges.
Department Reporting:
- Work with the BI team to build necessary reports and insights.
- Use data analytics to drive continuous improvement initiatives.
- Make data-driven decisions and recommendations for improvement.
Job Requirements:
- Minimum qualification: Matric/NQF 4.
- Relevant tertiary qualification is advantageous.
- Relevant operations management experience.
- Proficiency in MS Excel.
- BPO industry experience is essential.
Skills Required:
- Interpersonal and communication skills.
- Understanding of business processes and policies.
- Organized and structured.
- Resource planning and leadership skills.
- Innovative and analytical thinking.
- Coaching and mentoring capabilities.
- Decision-making and planning skills.
- Financial acumen and report writing.
Core Behavior:
Huntswood’s employees are dependable, driven, and collaborative. The job holder should be:
- Confidential, reliable, and genuine.
- Dynamic, passionate, and determined.
- Friendly, compassionate, and cooperative.
Note: All appointments are subject to positive pre-employment verification checks.