Senior Director, Service Delivery (East Africa) at Sama

Key Responsibilities: 

• Develop the skill of Service Delivery Director and Head of Operations in Project execution, and client-facing responsibilities. 
• Develop a high-caliber team by recruiting, selecting, onboarding, training, and coaching employees.
• Effectively communicate job expectations; plan, monitor, appraise and review direct report performance
• Plan and review compensation for service delivery.
• Determine Service Delivery strategic plan to enable rapid scale evolution of work verticals and alignment of training with worker skill levels;
• ROI analysis on pursuing ISO or other certifications and positioning of the Center relative to the competitive landscape.    
• Monitor and evaluate performance based upon financial, operational, and impact KPIs.
• Be a regular presence on the production floor and actively interact with managers, supervisors, and agents to ensure productive engagement and proper functioning of systems.
• Meet Service Delivery’s financial and impact targets by supporting the preparation of annual budgets; forecasting expenditures; taking ownership of variances; and complying with Sama recruitment and compensation practices.
• Test and refine new operational strategies that support efficiency, scale, and best-in-class BPO processes and share learnings with key Sama stakeholders.   
• Maintain professional and technical knowledge by tracking emerging trends in data Center management; actively engaging in and participating in the East African ICT community.
• Ensure alignment and execution of agent training with business needs, including providing ongoing feedback to Learning and Development on baseline training requirements; integrating learning tracks into agent workforce development plans; and working with operations to develop and track worker skill-sets and skill levels in order to execute sales pipeline.
• Provide leadership and expert advice on service delivery issues, planning, service development approaches and create best-practice service delivery goals, standards, and measures of success to ensure expectations are clear and that service delivery strategies are well aligned to overall agency objectives.
• Meet a variety of Client needs and manage escalations through coaching and leading Directors and  Project leaders. 
• Drive and oversee financial, human, physical, and intellectual capital/resources and their interdependencies in an operationally effective and efficient manner to better facilitate service delivery and optimize outcomes 
• Provide high-quality service strategy advice to executive leadership to effectively inform strategic planning processes.
• Develop and execute robust service delivery governance and risk frameworks to identify, manage and minimize financial, reputational, and service delivery risks.
• Monitor and evaluate service delivery processes and outcomes to ensure service delivery is efficient and cost-effective and to action necessary improvements as required.

Requirements:

• Bachelor’s degree in Business, Operations or related discipline or equivalent work experience. 
• 8+ years of experience in BPO or large-scale Customer Service management.

Preferred Qualifications:

• Masters Degree in Operations /Project Management or equivalent