Current Vacancies at Capita

Role Objective

The Quality Manager will be accountable for the management and delivery of the customer experience across multiple campaigns, compliance as well as the delivery of the quality/customer KPI’s in our contact center.

The Quality Manager will manage and develop the customer experience and compliance initiatives. Work alongside the Operations, Learning and Development, Recruitment and HR to implement and drive the required initiatives.

Professional Know-how

Academic:

• Grade 12 (Required)
• Green Belt accreditation (Advantageous but not essential)

Experience:

• 2-3 Years Quality Manager experience

Working Relationships

Internal:

• Internal Stakeholders
• Business lines, functions
• Senior management team
• Quality Team

External:

• End Client (wherever required)

Primary Responsibilities

• Review customer experience through multiple channels, including Voice & Webchat
• Identifying opportunities for colleagues to ensure they are consistently delivering a best-in-class customer experience.
• Delivering 1:1 & Team coaching/feedback sessions, engaging colleagues to drive for success.
• Participating and delivering calibration sessions with operational colleagues and support functions
• Deliver briefings and observations, to drive your team of Quality Coaches
• Observe quality coaches and provide feedback.
• Create informative newsletters, highlighting clear opportunities of improvement.
• Develop initiatives to drive customer satisfaction across direct customer feedback measures and internal quality frameworks.
• Leadership and supervision
• Managing and providing leadership for the customer experience function within the client Contact Centre
• Driving customer experience requirements through Quality Leads, Analysts and Coaches
• Facilitate CCM & Client involvement in the delivery of quality through regular discussions and feedback
• Developing the existing Coaches, Analysts & Team Managers on quality coaching, people focus and feedback
• Assist Team Managers, Analysts & Coaches to deliver against the customer experience management requirement
• Keep all stakeholders updated and involved in progress and changes.
• Manage the collaboration process across Team Managers, Coaches and Client to ensure consistency.
• Regularly review the customer experience management system for effectiveness and engage parties on recommended changes/ updates.
• Ensure qualitative KPI’s are meeting desired performance levels OR put effective and measurable plans in place to ensure improvement within defined timelines.
• Reporting & analyses of quality results
• Ability to continuously identify areas of opportunity within the campaign of people and process levels and make recommendations leading to end user satisfaction as well as bring efficiencies.
• Undertaking projects to improve performance of the campaign.
• Undertaking thorough roots cause analysis of failing KPI’s and creating qualitative actions plan status.
• Coordinating meeting with team members and other departments to chalk out action plans for campaign on a monthly basis.
• Ability to create presentations and also present to internal and client teams.
• Excellent knowledge of MS Excel and other MS Office tools, including presentation and word
• Good team and stakeholder management ability. Through successful delivery of the above actions, it will enable you to be in position where you may be required to:
• Compile data to report on performance of customer experience against a number of commercial measures.
• Support the capture and analysis of data to support insight to Operational and client colleagues.
• Develop Quality focus plans to drive performance.

Key Result Areas

Essential:

• Leadership and Coaching
• Creating and Innovation
• Coping with pressures and setbacks
• Achieving personal work goals and objectives
• Ability to use Initiative.
• Ability to work autonomously.
• Advance to intermediate excel skills (Non-negotiable)
• Advanced to intermediate power point skills (Non-negotiable)

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Job Description:

This role will report directly to the respective line Manager and have a functional reporting relationship with the respective UK Finance Director and wider finance team.

Will be responsible for the month-end closure, accounting (IFRS), controls, contract lifetime reviews, review pricing model, analysis reconciliation and producing reports for review by senior management. This role will have significant business partnering requirements, with day-to-day verbal and written communication with both the finance team, and wider business organization to include Sales and Operational Business Unit leads.

The role will support in finalizing BU financial information prior to submission to Senior Leadership team.

Professional Know-how

Academic:

• CA / CMA / ACCA / CIMA

Experience:

• 2-3 experience years in analysis, accounting & management reporting role

Working Relationships

Internal:

• Internal Stakeholders
• Business lines, functions
• Senior management team
• Group Finance team
• Client Partner

External:

• End Client (wherever required)
• Auditors
• Business FD’s
• Group stakeholdersPrimary Responsibilities
• Business Partnering with Sales and Operational leads in the Business. This will involve significant daily interaction with colleagues to provide accurate forecasting as well as understanding the key financial implications of the actions of the business.
• Produce accurate forecasts of costs and benefits.  
• Review reported performance against targets and ensure that the key drivers of variances are explained.
• Ensure revenue invoices are in line with contract and resolve queries. 
• Review forecast against Business Plan and previous forecast targets and ensure key drivers of variances are explained. Hold monthly meetings with the business and verbally explain the variances.
• Support onshore with management information and finance decision support as part of their growth plans.
• Support 100% cost recovery through utilisation, cost control, FTE mix and management of the chargeable rate card. 
• Produce accurate and timely monthly reporting. Ensure accurate representation of the P&L, post all required ledger entries along with reconciliations of all Working capital, WIP, DI, Accruals and Prepayments, and maintain cash flow reconciliations. 
• Deliver monthly scheduled and ad-hoc reporting to tight deadlines. 
• Provide pricing and business case support as required.
• Assist the onshore finance team in streamlining existing processes and designing new reports and processes where necessary. Be proactive in the providing feedback and the delivery of ideas to develop and improve solutions.
• Lead in calls with the onshore stakeholders, liaising with internal / external auditors during annual / half yearly closures.
• Maintain confidentiality and observe data protection guidelines.
• Lead and train team members on various tasks and oversight of their responsibilities

Essential:

• Excellent oral and written communication skills
• Accuracy in interpretation and analysis of data
• Accuracy and timeliness in accounting, reporting and other deliverables
• Identify and implement improvements within internal processes
• Excellent knowledge of MS Excel (VLOOKUP, SUMIF, COUNTIF, text manipulation, data validation, etc.) and MS Office applications
• Financial planning and analysis (FP&A)

Desirable:

• Experience of working for/ with project or professional service-based organizations
• Experience in SAP
• Knowledge & working experience of other reporting tools

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Job Description:

Head of Continuous Improvement

Improvement culture across the entire organisation. Working with colleagues in the UK and South Africa, this role will be key to embedding the Lean processes that have already been developed and creating a Lean culture in all colleagues.

Reporting to the Improvement Director, the post holder will be responsible for successful delivery of all Lean Six Sigma projects that they have been assigned within the allocated budget, resource and time constraints, i.e.: -

• Responsible for the day-to-day management of a Continuous Improvement Team of Lean practitioners.
• Leading and managing the Continuous Improvement Team including all necessary appraisals, performance reviews, support and coaching.
• Project management of Lean projects utilising the DMAIC system to ensure effective outcomes and appropriate governance. 
• Team support and facilitation, conflict management, recognition, coaching and mentoring.
• Gaining appropriate project commitment through Stakeholder analysis, Communications plans, influencing strategy, Visioning, SWOT etc.
• Project definition through all project charter elements; Business Case, Scope, Problem and Goal Statements from baseline.
• Idea Generation, sorting and prioritisation to ensure the best use of resources to deliver projects.
• Identification and segmentation of customer demand, gathering Voice of the Customer, developing CTQs, identifying their Moments of Truth and benchmarking.
• Ensuring that all projects are correctly recording the current process through appropriate techniques including SIPOC, process mapping, functional deployment / swim lane maps.
• Developing techniques to assure effective workplace and process management including standard operating procedures or documentation including operational measurements and response plan.
• Defining and implementing appropriate methods to assure process robustness and success including FMEA and pilot tests.
• Identifying obstacles to process flow and techniques to improve it such as Value added / Non-VA analysis, 8 wastes, Process measurements including cycle time, touch time and take time.
• Embedding techniques to assure effective workplace and process management including 5S, visual management, etc.
• Implementing methods to assure process robustness and success including future state mapping

Minimum qualification

• Matric (Completed)
• Master or Black Belt Accreditation

Minimum experience

• Master Black Belt with 7 years leadership experience and 5 years’ service industry or BPO experience

OR

• Black Belt with 10 years leadership experience and 7 years’ service industry or BPO experience

With the following: -

• Skilled at using the DMAIC process and the associated tools and techniques.
• Excellent communications and stakeholder management skills.
• Demonstrable experience in leading projects and large-scale change, preferably within a contact centre environment.
• Experience of successfully leading teams to deliver challenging projects to deadlines.
• Experience of leading, managing and developing teams and team members.
• Experienced user of process modelling tools (e.g., Microsoft Visio).
• Good skills with Microsoft Office tools Excel, Word and PowerPoint

Skills and Abilities (what must I be able to do / display):

• Strong communication skills
• Strong prioritisation skills
• Leadership