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    Assistant Vice President Operations - Cape Town, South Africa - Isilumko Staffing

    Isilumko Staffing
    Isilumko Staffing Cape Town, South Africa

    1 week ago

    Isilumko Staffing background
    Full time
    Description

    Basic Function

    • Manage the Operational Delivery which include, but is not limited to: Capacity Planning, Adherence to Service Levels, Revenue Realization, Profitability
    • Ensure all migrations are managed seamlessly
    • Map peer levels across client organization and establish peer level relationships within the client organization
    • Establishing operational performance goals
    • Work with the Sales, Client Relationship managers & Migrations team to provide support/oversight for new/ additional off shoring opportunities
    • Put control measures in place to ensure adherence to budget and cost control

    Essential Functions

    This position is responsible for Operations Key responsibilities include:

    • Formulation and execution of capacity and staffing plans based on medium term business forecast
    • Negotiating and finalizing SLA's with the Client - contract negotiation
    • Implementing revenue and cost plans
    • Establishing a review/ reporting mechanism with the Client
    • Developing and approving incentive plans
    • Identify and champion black belt improvement projects
    • Review the progress of attrition action plans and check effectiveness
    • Provide leadership to team of Managers, Asst. Managers and Executives
    • Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc.

    The Performance parameters include:

    • Client satisfaction (15%)
    • Revenue and costs (40%)
    • Process Improvement (10%)
    • Employee satisfaction (10%)
    • Attrition management (25%)

    The weightages may change from time to time depending on business requirements

    Any other essential function that may occur from time to time as directed by the Supervisor

    • Inbound call center experience is essential.
    • Some level of experience in Back-office transaction processing preferred
    • L&A Insurance, preferably US.

    Work Experience Requirements

    • Minimum 8 years' work experience; preferably from BPO background preferably insurance

    Should have managed Teams for at least 3 years

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