Principal Business Unit Head at NTT Ltd.

Want to be a part of our team?

• 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.

Working at NTT

KEY PERFORMANCE AREAS

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 Attraction & Selection
• Ensures appropriate staffing and action accordingly
• Identifies need for creation of position and forward recommendation to direct manager and HR
• Ensures appointments are in line with EE targets / strategy
• Selects and places candidates in terms of agreed recruitment and selection process 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.

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.

Market Awareness

• Maintains an in-depth 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 in-depth knowledge of Merchants Consulting and Outsourcing capabilities.
• Identifies and introduces opportunities with Merchants clients to the wider Dimension Data group of companies

Financial Management

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

Operational Performance

• Leads and drives continuous business improvement initiatives.
• Delivers operational performance to contractual requirements.
• Develops a culture of performance excellence and customer-centricity 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.

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 to support the operation.
• Directs performance improvement plans

Commercial Management

• Achieves business development and incremental revenue targets
• Ensures invoices are prepared accurately and dispatched in a timely manner, and paid by the Client in accordance with contract terms.
• Prepares and develops cost models and business plans as necessary.
• Prepares and develops ROI models for new initiatives as required
• Ensures credit collection activity takes place in a timely fashion in a manner that supports the long-term relationship with the client.
• Understands and maintains challenging financial targets, both in terms of the agreed contractual financials and in terms of revenue stretch
• Ensures Letters of Intent’s and contracts are agreed and signed by both parties before work commences and costs are committed to.
• Ensures third party contracts are agreed and flexible to meet all needs
• Ensures all internal agreements are in place before work commences
• Ensures the client agrees and follows a change control process.
• Oversees all contractual change management and control procedures.

Risk & Issue Management

• Identify risks to Merchants, the client’s business and/or the account at all stages, and create plans to reduce and manage risks.
• Documents all risks internally and with the client as appropriate.
• Acts as the point of escalation for potential risks to the relationship with the client.
• Takes responsibility for managing official client complaints following the client complaints procedure.

Reporting

• Ensures an account audit trail is kept, including minutes and change controls.
• Oversees the process of client contact reporting.
• Ensures meetings are minuted, and that risk, issue and action logs and maintained and reviewed on a regular basis with a view to service and revenue improvement.
• Conducts frequent satisfaction reviews with the client to confirm strategic alignment
• Continuous Improvement Program
• Conducts frequent satisfaction reviews with the client to confirm strategic alignment.
• Proactively review, recommend and implement changes to processes on the account to bring about continuous improvements

Project Management

• Takes clear, concise and accurate briefs from the client to ensure operational excellence is possible at delivery stage.
• Communicates client briefs to all relevant parties in a timely fashion.
• Ensures full documentation of the agreed scope and project plan
• Ensures that best practice and quality service is delivered using Merchants’ chosen methodologies with adherence to all Merchants internal standards, policies and procedures.
• Ensures the team are working within the scope and project slippage is minimized
• Manages and ensures changes to project scope are fully documented

KEY INTERNAL AND EXTERNAL RELATIONSHIPS

• Internal Purpose Business Unit Heads Collaborates to standardise and optimise performance
• External Purpose Client Stabilise and develop relationship Regulatory Bodies Relationship development and understanding and adherence to regulations Consumers, clients, partners, third parties Problem solving

What will make you a good fit for the role?

COMPETENCIES Knowledge Skills Attributes

• Call Centre Application and Tools
• MS Suite (advanced)
• Understands concepts of Data Management in a Financial Services environment
• In depth experience in Customer Relationship Management, to and from business and customer
• Experience in managing both front and back office environments
• Senior management level for a minimum of 5 years, being accountable for complex environments
• Leadership (L4)
• Planning and Organising (L4)
• Negotiation (L4)
• Oral and Written Communication (L4)
• Technical Expertise (L4)
• Financial Management (L4)
• Change Initiation (L4)
• Initiative
• Innovation