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.