Our client, a fast-growing BPO company based in Cape Town, seeks an experienced Assistant Vice President to join their dynamic team. They are an international company, headquartered in New York, who provide business process outsource services to high-caliber multinational corporations. Currently, they are seeking to employ an Assistant Vice President who will manage and provide leadership across various disciplines within the business.

Minimum Requirements
Experience
• Minimum 8 years’ work experience; preferably from BPO background
• Should have managed Teams for at least 3 years
• Graduation from a University or Government-recognised private college degree program or 15 Years of education including a diploma of three (3) years or more from a Government registered and nationally recognized educational institution.

Skills Required

Technical Skills
• Excellent Communication skills
• Good Computer navigation skills
• Good keyboarding speed
• Basic knowledge of off-shoring technology set-up like Bandwidth utilization etc.

Process Specific Skills
• Inbound call center experience is essential.
• Some level of experience in Back-office transaction processing preferred
• P&C Insurance, preferably US.

Soft Skills
• Reasonable level of business perspective and capability to drive improvements based on benchmarks
• Strong people management and leadership skills
• Process Excellence methodology
• Good cross-functional appreciation and capability to team with relevant others to drive business objectives


Main Duties

• 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, Assistant 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

Salary: Market-related.