Associate Director (BPO exp. Essential) at Concentrix

Job Description

• We’re on the hunt to find the type of leader we’d all come to if the world was ending, could this be you?
• If you’re a confident decision maker who is driven by results, whilst nurturing your people and teams, then joining our vibrant business as Head of Operations in Durban could be your calling.
• This opportunity requires a well experienced and highly organised individual to own the operational performance and lead your teams to deliver industry leading customer service and achieve the business’s objectives.
• If you’re the type of person who values and nurtures relationships, takes note of people’s key strengths and knows exactly how to use this to your advantage to help find solutions, then you’re already ahead of the game.
• A critical eye for detail and strategic way of thinking will get you far in this role, while a genuine knack for sales and persuasive communication is sure to impress us.
• If you have a proven track record of achieving positive results in the BPO sector, then take this moment to apply today.

What You'll Be Doing:

• Lead and optimise best-in-class operational performance across all customer experience, sales and retention functions, ensuring consistency and excellence in delivery.
• Proactively identify and execute opportunities to exceed performance targets, maximise revenue growth and drive achievement of strategic business objectives.
• Manage financial performance including budget oversight and P&L optimisation, ensuring commercial principles and cost efficiency are maintained.
• Develop, track and report on key performance metrics, customer outcomes and account objectives to drive informed decision-making.
• Ensure rigorous adherence to change control governance and accurate reporting into monthly commercial and invoice cycles.
• Support people strategy by contributing to recruitment, onboarding, training, performance management and ongoing employee engagement.
• Ensure compliance with regulatory and organisational standards, maintaining robust governance processes.
• Champion talent development and capability growth within teams, fostering a high-performance culture.
• Communicate key priorities and performance updates across internal teams and stakeholders, strengthening engagement and alignment.
• Act as a trusted partner to clients and internal stakeholders across regions, aligning strategic plans, initiatives and operational delivery.

Skills & Experience Required:

• Minimum 5 years’ experience in a senior operations leadership role, ideally within a contact centre, CX-led or commercial environment.
• Strong background in sales, revenue growth and retention strategy (highly advantageous).
• Proven ability to design and execute customer experience and operational strategies that enhance performance and customer outcomes.
• Strong understanding of regulated industries with experience in retail, telecoms, or financial services.
• Demonstrated success in managing senior stakeholder relationships and influencing at executive level.
• Excellent communication, negotiation, and relationship-building skills.
• Proven ability to deliver complex programmes of work and embed continuous improvement initiatives.