Principal Business Unit Head- Nightshift Opportunity - Johannesburg, South Africa - MyCalling

MyCalling
MyCalling
Verified Company
Johannesburg, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description
**Principal Business Unit Head

  • Nightshift Opportunity**We are recruiting for a new business operation based in Jhb to service an international client. This is a night shift opportunity.

Are you ready to take the next step in your career?
The purpose of this role is to take full responsibility for maintaining and managing the long-term strategic relationship with the client and to manage the business unit/s to ensure profitability and achievement of contractual service levels


With over 35 years' experience in managing contact centre operations across the globe, we are proud of our ability to deliver real business value through our exceptional people, best practice models, process and leading technologies.


What you'll be doing

KEY PERFORMANCE AREAS
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People Management
❖ Leadership - Leads by example in living the values of the organisation - Ensures the department is fully equipped to handle the work load and distribute work flow - Coaches to ensure a full understanding of consequences of errors - Creates an environment that fosters team work and co-operation amongst team members - Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives - Communicates effectively, building and maintaining relationships - Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation

❖ Retention - Develops and empowers people, recognizing and rewarding value-added performance

❖ Training and Development - Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans - Monitors implementation of training needs as per individual development plans

❖ Career Pathing and Succession Planning - Identifies, manages and develops talent

❖ Performance Management - Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organisational and individual needs - Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action.


2. Client Relationship Management

  • Builds, maintains and takes ownership of a professional working relationship with the client on behalf of Merchants.
  • Works to understand the client's budgetary constraints, business risks and issues with a view to seeking new business opportunities.
  • Maintains open and honest channels of communication at all levels within the client's organisation
  • Manages the client's expectations and works to ensure their objectives both tactical and strategic are achieved within the agreed budgets, deadlines and to the client's satisfaction.
  • Maintains service and quality levels according to Merchants' business standards and the client's customers' expectations.
  • Seeks and identifies opportunities to increase the value that Merchants can add to the current business.
  • Works with the client to identify and/or develop new business opportunities
  • Creates an account plan to identify opportunities to work with the client to develop a proactive relationship whereby Merchants becomes supplier of choice.
  • Acts as commercial escalation contact for the Client.

3. Market Awareness

  • Maintains an indepth knowledge of Merchants' and the client's industry and market, taking account of the client's organisational structure, working practices and cultural drivers. Understand and communicate peer levels within Merchants and the client company.
  • Maintains a complete and indepth knowledge of Merchants Consulting and Outsourcing capabilities.
  • Identifies and introduces opportunities with Merchants clients to the wider Dimension Data group of companies

4. Financial Management

  • Develops and manages the operational budget as defined by the commercial requirements.
  • Manages the forecasting process to ensure predictability.
  • Establishes profit targets and manages cost and revenue development.
  • Maximises profit margins by identifying opportunities for additional profit

5. Operational Performance

  • Leads and drives continuous business improvement initiatives.
  • Delivers operational performance to contractual requirements.
  • Develops a culture of performance excellence and customercentricity in line with the clients' culture.
  • Implements new operational services as they relate to client requirements.
  • Assumes overall accountability for the successful ongoing operational performance that exceeds client expectations.

6. Corporate Standards

  • Adheres to standard financial governance and regulatory principles.
  • Participates in the contributions to the annual Merchants Benchmarking Report.
  • Ensures the operational teams set standards operationally.
  • Provides a clear definition and reviews all operational policies and procedures required
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