Director of Operations - Johannesburg at Webhelp SA

What you’ll be doing

• Planning and driving the delivery of key owned account strategic objectives, including contact and cost to serve reduction, customer resolution, customer retention and acquisition, and driving improvements in customer satisfaction and advocacy
• Ensuring that we actively engage in all relevant strategic developments within each owned account and acts at all times as a strategic business partner
• Maintaining excellent senior level relationships with appropriate owned account people and develop and implement effective engagement strategy for each owned account
• Leading, motivating and inspiring the relevant operational teams to effectively deliver key client outcomes and achieve market-leading client satisfaction
• Ensuring all key financial targets are met
• Driving the achievement of required efficiency and effectiveness goals to ensure delivery of the objectives of accoonts and partnerships
• Delivering excellent service ensuring seamless transaction of client processes and procedures offering innovation and implementation of the client business needs
• Directing and managing area of control and responsibility within agreed operational & financial budgets and actively reducing cost base to a minimum operational level to maximise revenue opportunities

What you’ll need

• Ability to work US hours on a North American time zone
• Commitment to client delivery and relationship management
• Previous operational success in the contact centre/outsourcing industry
• Tenured senior leadership experience, working within a matrix model for a global organisation
• Proven track record in client and account management at senior level
• Experience of driving and implementing significant strategic business transformation
• Senior level experience of strategy development and execution, operational management, business/service development, and delivery of financial results
• Strong commercial awareness and contract negotiation with clients
• Progressive forward thinker who identifies industry and customer trends to ensure competitive advantage
• Ability to work under pressure without losing sight of priorities
• Proven track record in effectively managing change
• Results focused and committed to high personal standards and a desire to achieve
• Clear credit, disciplinary and criminal records