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Assistant Vice President Operations
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General Details
Description
Basic Function
- Manage the Operational Delivery which include, but is not limited to: Capacity Planning, Adherence to Service Levels, Revenue Realization, Profitability
- Ensure all migrations are managed seamlessly
- Map peer levels across client organization and establish peer level relationships within the client organization
- Establishing operational performance goals
- Work with the Sales, Client Relationship managers & Migrations team to provide support/oversight for new/ additional off shoring opportunities
- Put control measures in place to ensure adherence to budget and cost control
Essential Functions
This position is responsible for Operations Key responsibilities include:
- Formulation and execution of capacity and staffing plans based on medium term business forecast
- Negotiating and finalizing SLA’s with the Client - contract negotiation
- Implementing revenue and cost plans
- Establishing a review/ reporting mechanism with the Client
- Developing and approving incentive plans
- Identify and champion black belt improvement projects
- Review the progress of attrition action plans and check effectiveness
- Provide leadership to team of Managers, Asst. Managers and Executives
- Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc.
The Performance parameters include:
- Client satisfaction (15%)
- Revenue and costs (40%)
- Process Improvement (10%)
- Employee satisfaction (10%)
- Attrition management (25%)
* The weightages may change from time to time depending on business requirements
Any other essential function that may occur from time to time as directed by the Supervisor
- Inbound call center experience is essential.
- Some level of experience in Back-office transaction processing preferred
- L&A Insurance, preferably US.
Work Experience Requirements
- Minimum 8 years’ work experience; preferably from BPO background preferably insurance
Should have managed Teams for at least 3 years
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8xOTMxODA5MDY/c291cmNlPWd1bXRyZWU=&jid=1741907&xid=193180906
Id Subtitle 1243979483
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Isilumko Staffing.
Selling for 3+ years
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We are seeking an HR Specialist to oversee employees working in the BPO/Contact Centre sector in Cape Town. The successful candidate should be able to handle key HR functions ensuring that staff maintain the required standards of professionalism and service delivery. The successful candidate will also be required to build and maintain strong relationships with external and internal stakeholders to meet project deliverables.
Duties:
Provide HR oversight and client relationship management including:
24 hour problem resolution client/employee.Handle misconduct and incapacity processes.Performance Management of KPIs and targets.Monitor attendance and adherence to schedule and address non-compliance.Investigate incidents on duty.Assist with monthly payroll. Handle payroll and leave queries.Assist with credit control in respect of client billings.Handel HR administration.Handle Medical Aid admin and leave reports.Engage with internal and external client management teams to understand and meet service delivery levels.Ensure implementation & maintenance of Service Level Agreements and Standard Operating Procedures.Liaise with the recruitment team, ensuring full understanding of the profile for new recruits.Assist with co-ordination of recruitment process.Keep the client and recruitment team informed of process.Manage attrition.Completion of all documentation relating to candidate placement.Attend client meetings and provide reports.Complete all required daily, weekly and monthly reports.
Qualifications:
MatricHR degree/diploma (a preference)MS Office – strong Excel
Skills and Experience:
3-5 years practical HR/IR experience.Client Relationship Management experienceExperience in working in BPO/Contact Centres.TES Account/Project Management experience (a strong preference.)Valid driver’s license & own motor vehicle.
Competencies
Strong inter-personal skills.Excellent verbal and non-verbal communication skills.Ability to manage conflict.Strong customer service focus.Flexibility and adaptability.Stress tolerance and resilience.Planning, organising and time management.Quality focus and excellence orientation.
Salary
Industry related
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I m looking an Operation Manager to manage Operations in a Call centre environment
Basic Function
Performance Parameters
· Employee Satisfaction, people development and morale. ( 25%)
· Attrition within target levels. (25%)
· Improvement in quality and productivity. (20%)
· Process performance – as per KPIs over the month. (20%)
· Customer Satisfaction. (10%)
Essential Functions
· Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them.
· Documented monthly performance review of Agents and Assistant Managers and Lead Assistant Managers.
· Executive quarterly and annual appraisals of Agents and Assistant Managers and Lead Assistant Managers and consequent development processes effectively. Appraisal of Agents based on evaluation of metrics performance and of non-metrics based parameters. Mentor Agents and AMs
· Drive reward and recognition activity on the floor. Get participation and create enthusiasm.
· Drive process improvement activity on the floor using process excellence methodology. Be the champion for improvement on the floor. Identify areas for improvement, scope projects and involve relevant others. Create enthusiasm for the process.
· Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.
· Stay in touch with the Client at the Process Owner level on a daily basis to review progress.
· Ensure compliance with internal policies and procedures, external regulations and information security standards.
Competencies & Skills
Strong people management and leadership skills.Capability to conduct an appraisal discussion and assess different levels of performance and potential.Capability to communicate with large teams.Process Excellence Methodology.Appreciation of the domain needs of the process and its key drivers.Reasonable level of business perspective regarding the internal functioning of BPO.Good networking capability and Client facing skills.
Values & Behaviour
· Customer Service orientation.
· Quality Orientation.
· People oriented.
Competency Factors
1 Leadership: Role Modeling, Team Building, Inspiration to subordinates, responsibility for outcomes, deals with multiple issues, innovative thinker, and displays confidence.
2 Initiative, Judgment, Drive and Innovation: The abil...
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The Account Manager is responsible for selling the business’s products and services to our existing client base. He/she is responsible for implementing sales plans, documenting quotes, and reporting sales performance to the line manager. The Account Manager has the responsibility of making sure each department meets the needs of their clients and customers. They handle customer complaints, find solutions to their needs, and maintain a positive relationship between both parties for future business venture opportunities.
Primary Responsibilities for the Role
Operating as the lead point of contact for all customer account management matters.Building and maintaining strong, long lasting customer relationships with the intention of retaining customers and maximising revenue.Overseeing customer account management, including negotiating contracts and agreements to maximize profit.Collaborate with sales and other departments to identify and grow opportunities and revenue.Assist with challenging customer requests, or issue escalations as needed.Achieve agreed upon sales targets and outcomes within determined schedule through achieving or exceeding allocated Sales Quota.Sales Quota’s will be reviewed annually and can be amended through the addition/removal of accounts.Perform cost-benefit and needs analysis for existing customers to meet their needs.Identify additional business needs of client base through observation and the completion of a full sales survey.To entertain customers, where possible with visits to existing satisfied customers with the intention of selling additional or new products.Coordinate sales effort with all team members and departments/divisions required.To maintain communication with the client showing an ongoing interest in the installation and the installation team.Ensure that all funds are collected on time as per the contract.To complete a daily log of all activities, quotations sent and lost business.Analyse statistics thereby identifying key sales areas, problems, and success rate.To constantly monitor and be aware of competitor activity and maintain and share competitor knowledge.To present a realistic proposal to a client, having thoroughly researched cost factors, and ensure that the proposal is achievable.To constantly be aware of new business opportunities and action these.Maintain communications with the office daily.Forward relevant product information, fixes, workarounds, known issues, etc… to relevant personnel within the company.Keep updated on new technologies available, both on MICROS software/hardware products, third-party software/hardware products, as well as general IT technologies, related to our industry.Regularly visit the corporate website https://www.adaptit.com/hosp...
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Job DescriptionThe Head of Environmental, Social and Governance (ESG) is responsible for developing and overseeing environmental, social and corporate governance policies and procedures across our existing and growing portfolio of 11 renewable energy projects. The projects are required to be socially and environmentally sustainable and comply with nationally and internationally recognized best practices.
The role reports to the Chief Executive Officer and will work closely with internal and external stakeholders to achieve the policy goals of the company in regards to ESG best practice and standards.
Responsibilities:The Head of ESG will manage, monitor and optimise the ESG performance of the company’s renewable energy assets. A key focus willbe the overall monitoring of ESG across the entire portfolio, ensuring best practice is applied and consolidated review is reported up to AIIM inrespect of its IDEAS Fund as shareholder and other stakeholder groups as needed.
Responsible for the development and implementation of EIMSenvironmental and social management system (ESMS) and ESG andHealth and Safety Policies and Procedures.Provide technical expertise on key issues related to environmental and social impact assessment and on sustainability risks in the design, preparation, implementation and supervision of projects in the portfolio taking into consideration best industry practices and standards.Manage and conduct environmental and social safeguarding due diligence across the portfolio and new projects as they arise.Identify all key potential social and environmental impacts and risks and ensure that their magnitude and significance are well understood and appropriately mitigated.Ensure that the whole management team understands the applicable ESG policies, guidelines and project-specific requirements, and has the necessary commitment and capacity to manage social and environmental impacts and/or risks ? Conduct consultations with stakeholders in accordance with relevant policies and guidelines and be responsible for reporting on such.Report on and disseminate good practices and generated knowledge.Assisting with ESG due diligence to assess compliance with UNPRI, Equator Principles, IFC Performance Standards, IFC EHS and Sector Guidelines, ILO and other relevant standards for potential new projects and acquisitions.Supporting the team unlocking positive ESG impacts.Reviewing the ESG aspects of projectsAssisting specialists with project implementation and contractual compliance in respect to the ESG obligations.Site visits to the various project locations.Preparation of investor reports and responses to ad-hoc investor/shareholder ESG queries.ESG data management and analysis .Training of the companys team members and oth...
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Key Responsibilities:
Assume accountability for meeting all requirements associated with electrical power system to enable overall organisational (or system level) objectives are achieved. This may also include ensuring that construction activities are carried out in accordance with the design (NEC4 Supervisor Duties).Make technical and operational decisions independently of higher-level authority based on sound knowledge of organizational processes, directives and guidelines and applicable laws.Mentor team members and transfer specific technical knowledge.Ensure the availability and reliability of electrical plant through effective planning, maintenance, and repairs in accordance with standards, procedures, policies, directives and work practices.Oversee the construction, from a client perspective, related to establishment, upgrades and expansion of the electrical network both in the Karoo as well as Cape Town (if required)Oversee maintenance and repairs of electrical distribution equipment.Assume professional responsibility for providing proven specialist/technical expertise and leading a diverse team and resources including external suppliers/stakeholders to achieve relevant objectives.Lead a team of engineers/technicians to develop solution(s) to fulfil requirements at subsystem and system levels and take professional responsibility for these solutions.Innovate and perform parallel trade studies towards providing optimal solutions - including compliance with relevant statutory laws and regulations.
Key Requirements:
B. Tech with 13 years working experience, or B. Eng./BSc. Eng./MTech with 9 years working experience, or M. Eng. with 7 years’ experience, or PhD with 5 years’ experienceGovernment Certificate of Competency (GCC) in Electrical EngineeringRegistered with ECSA either PR.ENG or PR. Tech or PR cert Eng.Experience in the construction, operation, maintenance and repair of Electrical Distribution systems and renewable energy installations, up to and including 132 kV.Preferably come from a consulting engineering background.Previous experience on multi-disciplinary projects (Conceptual Stage to Construction Close-out)Held position of responsibility and accountable for designs and project deliveryExperienced with complete project lifecycle from inception to close-outExperience of working in the Karoo is desirableConstruction of major electrical projects covering large geographical areasRenewable energy installation and designs, particularly solar PV and Battery Energy Storage SystemsProject Management:
Monitoring and reporting of technical progress and cost against project schedules, risk dentification, planning, management ...
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IGrow Wealth Investments, South Africa’s #1 Property Investment Company, is looking for a SAIPA/SAICA Accountant to join their team in Cape Town.
To qualify for this position, you need:
Professional Accountant (SA) (registered with SAIPA) or AGA(SA) (registered with SAICA)1+ years post articles in a management/supervisory positionKnowledge of relevant computer programs such as Caseware (or an any equivalent auditing program), Xero, Payrollpackages and Microsoft ExcelExperience managing a team and client engagementsBilingual in English / AfrikaansAttention to detailExcellent communication skills (both verbal and written)Strong analytical and numerical skills
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Compilation of annual financial statements according to IFRS for SME’sProcessing accounting transactions up to trial balanceSupervising and providing guidance to a team of SAIPA TraineesReview of work performed by Trainees, including accounting processing, Annual Financial Statements, Income Tax ReturnsProvisional tax calculations, VAT and EMP recons and submissionsRaising adequate review queries on work performed by Trainees to promote a learning environmentManage client portfolios and maintain sound client relationshipsPersonal income tax calculations and submissionsLeading team meetings and team training sessions on occasionProviding IGrow investors with guidance, by implementing trustsas well as corporate and commercial structures, to optimise tax benefits, wealth creation and risk mitigationSupervising timely submission of all deliverables SARS appointments and queriesAny other output that may be reasonably required from this role
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