86 Branch Managers jobs in Cape Town

Responsibilities

Role Responsibilities

Accountabilities Major Activities Key Performance Indicators
Ensure seamless transition and flawless service delivery

? Focus on transition with ‘Zero’ impact on service delivery
? Focus on efficiencies - leaner, greener and faster
? Focus on Process stabilization & sustained delivery
? Reducing operation costs
? Make TBP more effective
? Build effective process management system

? FTE headcount
? Revenue from the BU Vs. Target
? Gross Margin for the BU
? MEI (Manpower Efficiency Index)

Ensure client satisfaction on all SLA’s and given parameters

? Deliver on client benefits through innovation and improvements
? Create plan to deliver efficiency
? Strengthen operational team as well as support functions to minimize leakages
? Partner with transformation team for value delivery
? Identify transformation opportunities where available

? Customer Satisfaction Survey results Vs. Desired
? Performance Index
? Improvement through Innovation

People management

? Engagement plan for each stage of employees
? Focus on employee training and development with regard to building domain expertise
? HIPO engagement initiatives to be reviewed regularly
? Cross training and skill enhancement for managing high influx of volume
? Support to Line HR and utilize their expertise more from a people engagement and retention perspective
? Ensure minimal staff attrition and high levels of engagement

? Employee Attrition Rate
? Employee Engagement Surveys
Provide assistance to industry and BU leadership for development of strategies for business development and process improvements Working on Strategic Priorities such as (but not limited to):
? Look for opportunities to deliver additional savings for the clients
? Deliver operational efficiency improvements for both the call centre and Client
? Assistance in business development as and when required
? Reduction in Overheads as % of Revenues
? Participation in people development initiatives

? Process improvement
? USD value delivered to Client.

Focus on customer experience as the business is transitioned with zero impact on service delivery
Partner with HR to build strong people practices, and focus on capacity augmentation to manage volume effectively

DIMENSIONS
Financial Dimensions Managing the revenue and profitability and Value Delivery

KEY DECISIONS
Decisions you make by yourself
? Strategic improvement for process delivery
? People/management rationalization

INTERACTIONS

Internal Job Role you need to interact with Internally in the organization to enable success in your day to day work
? Business HR Team
? Corporate HR for staffing, internal movement, training, learning and development
? Finance Team
? Facilities Team

External Interactions Job Role you need to interact with outside the organization to enable success in your day to day work

? Clients

Qualifications

Minimum 10 years of experience within the BPO industry in senior VP Position

SKILLS AND KNOWLEDGE

Skill Requirement
Educational Qualifications
Graduate in any field
Post graduate is preferable
Functional Skills
Experience of managing Healthcare Operation
Client relationship management
Managing large contact center
Behavioral Skills

Decisions making
Prioritization
Analytical skills
People management
Excellent communication skills

Overview

An established and innovative global services company is seeking a senior leader to drive excellence in healthcare operations within a fast-paced, data-driven environment. The role focuses on ensuring seamless service delivery, optimising operational efficiency, and managing high-performing teams to deliver exceptional results in clinical data abstraction and healthcare process management. The successful candidate will be responsible for strategic process improvement, customer satisfaction, and people management across large-scale operations.

• Lead operational transitions with minimal impact on service delivery and ensure process stabilisation
• Drive operational efficiency, cost optimisation, and performance improvements across teams
• Partner with cross-functional teams to identify transformation opportunities and deliver measurable value
• Ensure SLA adherence and maintain high levels of client satisfaction
• Build and mentor high-performing teams, focusing on employee engagement, development, and retention
• Support leadership in business development initiatives and process improvement strategies
• Monitor financial performance, including revenue, gross margin, and operational KPIs

• Graduate qualification required; postgraduate qualifications advantageous
• Minimum 10 years of experience in healthcare operations management within a BPO or similar environment, preferably at a senior leadership level
• Proven experience managing large contact centers and client relationships
• Strong analytical, decision-making, and prioritisation skills
• Excellent communication and interpersonal skills
• Demonstrated ability to manage and develop high-performing teams

Manager-Business Leader-Leadership and Management

EXL Cape Town, Western Cape, South Africa

1 day ago Be among the first 25 applicants

• Manage teams and ensure customer satisfaction, Transaction/Call Monitoring, quality and ensuring that productivity targets are met
• Motivate team members and control attrition
• Complaint and escalation management
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
• Provide coaching and feedback to team members to enable them to improve their performance
• Assist new hires so they are productive on the floor in the shortest possible time frame
• Client interaction where required – Daily/Weekly/Monthly
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Collect and provide data required for various audits (GI/Internal Audit)
• Productivity improvement and employee engagement
• Management reporting and oversight
• Driving quality initiatives to attain measurable positive results
• Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
• Ensuring accuracy of performance reports and compliance with internal control requirements
• Assess developmental needs and identify/action plans to support high performing teams
• Create a collaborative environment that promotes teamwork and professional development
• Foster a positive work environment by acknowledging contributions and offering support as needed
• Accountable for maintaining compliance with Human Resource policies and procedures

• Mid-Senior level

• Full-time

• Business Development and Sales

• Business Consulting and Services

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Overview

Job description

There is no standard job description! Jobs change with projects and clients.

What we require are consultants with experience in business analysis who can successfully operate across a wide range of project roles.

Our clients rely on us to manage and contribute to the successful completion of large complex projects. In the recent past we have been very busy with large system implementations implementation of outsourcing arrangements and the development of new strategic capabilities for our clients.

The successful applicant will be working on projects based offsite at our clients. The nature of these projects will vary depending on the scope of Solves engagement. Our consultants get involved in a wide variety of work and may operate in unfamiliar project roles. Although they can always rely on support from Solve management and colleagues they will have to use their own experience and common sense to perform their work.

Required (candidates lacking any of these attributes will not be considered) :

• Proven track record in a similar position minimum 5 years
• University graduate
• Professional qualification as Business Analyst
• Experience in the Financial Services industry esp. Investment Employee Benefits Life and Treasury
• Experienced user of Microsoft Office applications (Excel Word PowerPoint Outlook)
• Reliable self-motivated enthusiastic resilient team player
• Disciplined ethical strong EQ
• Able to cope with changes and uncertainty about the next project role must be prepared to perform a wide range of activities
• Strong communication skills written and oral
• Prepared to travel domestically (potentially internationally) for work at a client
• Chartered Accountant CA(SA) with experience in the Financial Services sector
• Exposure to project work in a client environment
• IT skills
• Knowledge of mainstream systems used in the Financial Services
• Some experience in business or system architecture
• Experience in engaging with senior executives of an organisation
• Exposure to project management
• Access to a network of potential clients to support the business development activities of Solve

• Chartered Accountant CA(SA) with experience in the Financial Services sector
• Exposure to project work in a client environment
• IT skills
• Knowledge of mainstream systems used in the Financial Services
• Some experience in business or system architecture
• Experience in engaging with senior executives of an organisation
• Exposure to project management. Access to a network of potential clients to support the business development activities of Solve.

Project Management Methodology, Project / Program Management, Change Management, Order Management System, Business Analysis, Visio, Data Management, Project Management, Metadata, Management Consulting, Data Analysis Skills, Taxonomy

• Employment Type : Full Time
• Experience : years
• Vacancy : 1