Purpose Statement

• To lead a designated functional team in Operational System Support, prioritising and overseeing work within the Business Support Center and provide subject matter expertise and actionable insights that will influence decision making and improve service delivery across BSC that are aligned with the objectives, plans, processes and standards of the Operational System Support Department.

Experience
Minimum/Ideal

• Minimum of 3 – 5 years’ experience in Quality management or a relative field in an Innovative environment.
• Minimum 3 years’ experience in leading a team in a fast-paced environment.

Function specific experience: 

• Stakeholder relationship engagement and management 
• Responsible for delivery in a high performing, continuous development environment
• Experience in managing large teams and complex projects
• Proficiency in Amazon Connect or related speech analytics tools

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational
• A relevant qualification in Business Administration or Project Management

Qualifications (Ideal or Preferred)

• Bachelor’s Degree in AWS Data Analytics Speciality or Project Management
• A relevant degree in Information Technology

Knowledge
Minimum/Ideal

• Regulatory requirements, compliance standards in an operational environment
• Basic data analytics
• People/team leadership practices and principles
• General operations management practices and principles and stakeholder and client management
• HR principles and processes.
• Client service principles and practices.
• Liaising with 3rd party providers

Skills

• Analytical Skills
• Attention to Detail
• Communications Skills
• Computer Literacy (MS Word, MS Excel, MS Outlook)
• Decision making skills
• Influencing Skills
• Interpersonal & Relationship management Skills
• Leadership Skills
• Negotiation skills
• Planning, organising and coordination skills
• Presentation Skills
• Problem solving skills
• Project Management Skills (Methodolgy Specific)
• Reporting Skills