Head Of Client Implementation And Support Permanent

Head of Client Implementation and Support needed in Cape Town
Tertiary degree: Batchelor of Business Commerce / Batchelor of Business Science or related business management degree
10+ years’ working experience as a manager, manging multiple operational teams
Email ***email***
Ref as Head of Implementation
www.khulanathica.com

Key Responsibilities / Accountabilities
• Direct daily activities within the various teams to meet business efficiency and execution goals
• Meet and exceed business objectives ensuing consistent achievement of all financial and operational KPIs
• Proactively lead and shape new initiatives to meet organisational goals
• Negotiate and monitor specific budgets, controlling costs as required
• Guide hiring, management and scheduling of employees to meet key needs
• Manage, inspire, motivate and effectively manage team members to ensure operational excellence, high employee engagement and service improvement is achieved
• Proactively maintain regular engagement with key client contacts in line with client support expectations
• Responsible for the development of the operational talent pool by optimising the skills of the existing team
• Have a well-defined communication and engagement model in place to ensure that all teams understand the business strategy, performance of the business and the team’s involvement in the success of the company
• The continuous identification and implementation of best practice process and policies to guide the teams and inform service improvements
• Selecting, effectively managing and mentoring senior team members to enable empowerment of individuals to achieve their potential in line with growth and succession plans assisting to develop a junior management capability to support organisational growth
• Responsible for proving guidance and leadership to team members daily and will be accountable for their performance
• Foster a positive team environment that motivates team members to meet and exceed team SLAs, quality standards and goals
• Setting and reviewing quality performance standards
• Setting and reviewing of organisational / productivity objectives in line with commercial contracts

Team capacity management (scheduling of work and priorities), succession planning, Staff retention rates, attracting and developing talent to meet operational needs
• Ensure delivery of client KPIs including day to day service levels, customer experience, quality measures and client satisfaction
• Participate and input into the weekly management committee meetings, adding valuable perspective to the senior team and actively driving the growth of the business

Preferred Qualifications & Experience:
• Tertiary degree: Batchelor of Business Commerce / Batchelor of Business Science or related business management degree
• 10+ years’ working experience as a manager, manging multiple operational teams
The candidate will also need to have the following attributes:
• Strong commercial understanding and previous accountability for operational targets
• Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation, staff growth and retention
• Excellent leadership, people management, communication and influencing skills at a senior level
• Client centric / strong client advocate
• A strong sense of proactivity, accountability and ownership
• Ability to hold others accountable
• A passion to learn and extend knowledge continuously
• Ability to communicate professionally at an executive level in both written and verbal form
• Ability to manage and motivate self and others
• Good at problem solving and innovative thinking
• Execute assignments against deadlines and drive for results
• Thrive in an agile environment and be adaptable
• Demonstrate good business acumen and situational fluency
Industry Experience
• Information and technology services
• Asset management and financial services (distinct advantage)