Senior Manager: Quality and Training at BCX

Job Description
BCX seeks the expertise of a Senior Manager to head up the Service Delivery Quality Management process and strategy across all Service Desk, EUM, MNS & Command Centre Streams within Service Delivery to provide a premier Customer Experience through application of leading edge Quality Measurement tools and training. Focus on up skilling the next generation Customer Care and remote technical support staff to maintain a desired level of excellence

Strategy

• Innovate and apply next generation tools for proactive customer experience management taking IoT and Big data analytics to the customer experience level
• Implement and drive a new age training programme.
• Drive innovation and staff retention and growth.
• Set and achieve annual / quarterly resource plan, operational and quality targets for the GSM and Service Delivery business units, aligned to the strategic overall objectives for the Service Delivery stream
• Collaborate and innovate with Peers to drive continuous and consistent customer experience
• Implementation and management of quality IT services that meet the needs of the business and the client
• Prioritise initiatives to improve customer experience / drive efficiencies / leverage Services
• Drive delivery excellence (quality, consistency and agility) and customer satisfaction through quality customer service practices – people, process and systems
• Manage / oversee rollout of quality management through key stakeholders

Financial: (Satisfied Stakeholders)

• Monitor financial performance continuously against set financial targets, forecast and identify new opportunities for improved performance (Increased revenue, increase efficiencies)
• Proactively implement corrective actions timeously to address deviations from financial targets

Customers : (Satisfied Customers)

• Drive the delivery of a positive customer focused experience.
• Benchmark and innovate to measure Customer Experience efficiently and effectively
• Understand & communicate the Voice of the Customer (VoC) to relevant Stakeholders
• Customer Insights – understand what is value to the Client.

Operational: (Agile, Effective and Seamless Organisation)

Desired Skills and Experience
QUALIFICATION & EXPERIENCE REQUIREMENTS:

• Relevant post graduate degree in the IT/Commerce/Business domain or relevant work experience
• 8 - 10 years ICT Experience
• 7 years experience in the Quality Management sphere/discipline
• 5 years Customer experience measurements and future generation technology
• 3 years Financial Management (Budgets, Forecasts)
• 5 years management experience with client engagement experience
• 6 Relevant post graduate degree in the IT/Commerce/Business domain or relevant work experience
• Ensure business excellence and continuous improvement
• Provide high level and ad hoc reports to stakeholders on escalated incidents
• Ensure best of breed Quality Management methodologies and practices are used
• Provide input on areas for improvements in customer experience, loyalty and satisfaction Drive prompt resolution of customer issues and maintain high levels of customer satisfaction
• The appointment will be made in line with Employment Equity Commitments.