Operations Director South Africa

Job description

Your New Role
Working for Webhelp SA you will drive forward the success of our strategic business relationships with key clients. You will manage, drive and develop client relationships to maximise further business growth.
The Operations Director will report to the Chief Operating Officer of Webhelp South Africa and as such will also be expected to fully participate in the wider development and execution of the Webhelp SA Business Strategy.
As an Operations Director what will your responsibilities be?
Reporting in to the Chief Operating Officer, South Africa you will be accountable for key operational execution and commercial delivery for multiple strategic client accounts spanning in excess of 1500 Operational FTE. You will contribute as part of the SA COO function to estate strategy; target operating model development, customer experience innovation and delivery. You will ensure all key financial target and KPIs are met and that appropriate financial governance is followed. You will participate in the development of and own the embedding of transformation initiatives into the operation.
You will ensure that all operational delivery is executed in a compliant manner, pursuant to the relevant regulatory and client requirements as well as plan and drive 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.
You will ensure that Webhelp actively engages in all relevant strategic developments within each owned account and acts at all times as a strategic business partner as well as maintain excellent senior level relationships with appropriate key stakeholders and implement effective engagement strategy for each owned account. You will lead, motivate, and inspire the relevant Webhelp operational teams to effectively deliver key client outcomes and achieve market-leading client satisfaction.  You will drive the achievement of required efficiency and effectiveness goals to ensure delivery of the objectives of the owned accounts/Webhelp strategic partnerships.
As an Operations Director what will your skills and experience be?

Proven stakeholder and relationship management skills at a C Suite / Board level
Previous success in leading and execution of large scale operations
Experience of implementing significant strategic business change and transformation
Senior level experience of strategy development and execution, business/service         development, and delivery of financial results
Partnership management experience; working to maximise business growth and development opportunities
Strong commercial acumen and contract negotiation skills
A dynamic leader who can build, shape and motivate high performing teams
Progressive forward thinker who identifies industry and customer trends to ensure competitive advantage
Ability to work under pressure without losing sight of priorities
Results focused

Applicants should forward their CV’s to [email protected]

33 Princess of Wales Terrace Parktown Johannesburg 2193 South Africa