Job Description

Data Management & Financial Oversight:

+ Coordinate data generation, review data accuracy, ensure timely invoicing, secure approvals, and follow up on payments.
+ Organize meetings with stakeholders, document changes and approvals as per the change management process.
+ Function as a "mini project manager," determining financial impact and evaluating the appropriateness of operational or account management involvement.

Workforce & Training Coordination:

+ Act as the primary informant of class changes and backfill classes to WFM, ensuring coordination with TA and training teams.
+ Track and bill HWM to ensure accurate financial reporting.

Project Management:

+ Manage projects for existing LOBs onsite (PM required otherwise).
+ Lead projects involving less than 50% of a ramp-up (minimum HC of 100) or maximum of 100 HC ramp/ramp from an existing process (PM required otherwise).
+ Oversee project execution for processes existing at other sites or similar processes (PM required otherwise) with the same HC requirement.

Stakeholder & Operations Coordination:

+ Collaborate with Account Managers and Operations teams to ensure seamless delivery.
+ Oversee all logistical preparations for client visits.
+ Ensure escalation protocols are followed by pushing back before escalating to the AM.

Vendor & Performance Management:

+ Develop and maintain effective relationships with designated managers to support ongoing vendor oversight.
+ Establish and monitor vendor scorecards with both qualitative and quantitative SLAs and metrics.
+ Support ongoing vendor scorecard reporting and analysis to facilitate effective performance monitoring and intervention.
+ Lead execution of vendor management programs, including quarterly business reviews, annual vendor reviews, and performance scorecards.
+ Facilitate contract renewals, ensuring SLA alignment with business needs.
+ Conduct regular business reviews to assess vendor performance, compliance, relationship health, and improvement plans.
+ Provide support for escalated issues, diagnose vendor performance challenges, and assist with recovery plan implementation.

Transformation & Change Management:

+ Drive continuous improvement and operational excellence by challenging conventional thinking and encouraging innovative solutions.
+ Act as a transformation and change agent within the organization, ensuring sustained performance and efficiency.

Travel Requirements:

+ Up to 30% international travel may be required.

Requirements:

Education & Experience:

+ Matric or equivalent.
+ Business degree or 2 min. years of relevant work experience.
+ Minimum of 2 years in offshore contact center operations, outsourcing, or operations management (manager level or above), preferably in corporate travel management or the travel sector.

Skills & Competencies:

+ Exceptional written, verbal, and presentation communication skills with diverse internal and external audiences.
+ Strong organizational relationship management skills with the ability to navigate complex political environments.
+ Effective communicator and influencer across leadership levels, with a track record of driving action on complex, technical, or sensitive topics.
+ Analytical problem-solver capable of defining problems, collecting and analyzing data, and drawing valid conclusions.
+ Expertise in conflict resolution, facilitation, interpersonal, and relationship-building skills.
+ Ability to self-direct, manage multiple projects, and operate effectively in an evolving work environment.

Technical Proficiency:

+ Proficiency in Microsoft Office and Salesforce.

Additional Considerations:

+ A valid passport is required for business travel.
+ Fluency in German is advantageous.

Note:

The appointment will be made in alignment with the company's EE Plan.