Job Description

The Global Transformation Director is a visionary, strategic leader responsible for shaping and executing enterprise-wide transformation initiatives across Capita's global operations. This role drives digital innovation, operational excellence, and cultural change, leveraging technology, data, and people to deliver sustainable business value and position Capita as an industry leader in transformation and client delivery.
Job title: Digital Transformation Director
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Key Responsibilities
Enterprise Transformation Leadership

• Shape and drive the global transformation agenda, setting the vision and roadmap for digital, cultural, and process change across all business units.
• Identify and prioritize transformation opportunities that align with Capita's long-term strategy and market trends.

Innovation & Future-Proofing

• Champion the adoption of emerging technologies (AI, automation, analytics) to create new business models, services, and revenue streams.
• Foster a culture of innovation, experimentation, and continuous improvement at all organizational levels.

Strategic Change Management

• Lead large-scale change initiatives, ensuring buy-in from senior leaders and effective communication to all stakeholders.
• Develop and implement change management frameworks that support rapid, sustainable adoption of new ways of working.

Global Stakeholder Engagement

• Build and maintain strong relationships with executive leadership, clients, and partners to ensure alignment and support for transformation initiatives.
• Represent Capita in global forums, industry events, and client engagements as a thought leader in transformation.

Data-Driven Transformation

• Establish and embed a data-driven culture, leveraging analytics and insights to inform strategic decisions and measure transformation impact.
• Oversee the development of dashboards and reporting tools that provide real-time visibility into transformation progress and outcomes.

Governance & Risk Management

• Define and enforce governance structures, policies, and standards for transformation programs.
• Proactively identify and mitigate risks associated with large-scale change, technology adoption, and market disruption.

Capability Building & Talent Development

• Develop and implement strategies to upskill and reskill employees, building transformation and digital capabilities across the organization.
• Mentor and coach transformation teams, fostering leadership and succession planning.

Sustainability & Responsible Business

• Integrate ESG (Environmental, Social, Governance) and responsible business practices into transformation initiatives.
• Ensure compliance with global data privacy, security, and ethical standards.

Key deliverables
Area - KPI
Strategic & Transformation
% of transformation initiatives delivered on time and within budget; value realization (% of targeted benefits achieved); adoption rate of new technologies/processes; maturity level improvement; number of strategic objectives met.
Operational Excellence
Improvement in operational efficiency metrics; achievement of SLAs and compliance targets; number and impact of continuous improvement initiatives; reduction in error rates or rework.
Financial Impact
Transformation program ROI; cost-to-serve reduction; budget adherence; revenue growth attributable to transformation initiatives.
Client & Stakeholder
Client satisfaction improvements; stakeholder engagement scores; number of positive testimonials/case studies.
Innovation & Change
Number of new digital solutions launched; % of projects leveraging AI/automation; speed of change adoption; industry awards/benchmarks achieved.
Professional Know-how
Academic Qualifications
Bachelor's or Master's degree in Business, Technology, Engineering, or related field.
Experience

• 10+ years' experience in transformation, operations, or digital strategy roles within global BPO, shared services, or professional services environments.
• Proven track record of leading large-scale, cross-border transformation projects and managing complex product portfolios.
• Experience implementing AI, RPA, or other intelligent automation solutions at scale.
• Strong understanding of global delivery models, SLAs, and client engagement frameworks.
• Certifications in project/change management (e.g., PMP, Prosci, Agile) and/or process improvement (e.g., Lean Six Sigma) are highly desirable.
• Experience working with global clients and offshore delivery centers.
• Familiarity with data privacy, compliance, and AI governance in outsourcing environments.

Knowledge, Skills & Abilities

• Strategic vision and leadership for transformation and innovation.
• Advanced data literacy and experience embedding analytics into transformation programs.
• Strong project management and process improvement skills.
• Ability to challenge established practices and drive cultural change.
• In-depth understanding of client requirements and global business environments.
• Effective multi-channel communication skills.
• Excellent stakeholder management and relationship-building abilities.
• Demonstrated leadership and commercial acumen.
• Commitment to Capita values.
• Effective people management and service delivery within SLA frameworks.
• Resource planning and hours management to support transformation goals.
• Managing attrition, performance, leave, absenteeism, and employee satisfaction.
• Ensuring compliance with regulatory and framework requirements.
• Leading process improvements, new business projects, and system enhancements.

Working Relationships
Internal: Various business lines and functions
External: Clients and external stakeholders.
Working Model
Primarily office-based, with some domestic and international travel required.
About us:
Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.
We're here to help get you to your future -- whether it's to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there's no better place to be.
Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.
Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.
What's in it for you?
Competitive Basic salary
Medical Aid
Provident fund, Group life, funeral and disability benefit
Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
International Exposure: We provide opportunities for international exposure, broadening our employees' horizons and experiences.
Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.
What we hope you'll do next
Choose 'Apply now' to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.
What will happen next?
Your application will be reviewed.
If your application is successful, you will be invited to an interview with a member of the recruitment team.
Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business' EE targets and goals.
Attach your most recent CV indicative of the criteria as advertised.
Location: Cape Town
, South Africa
Time Type: Full time
Contract Type: Permanent

Skills Required