The DivisionalHead is a senior leadership role responsible for the overallperformance, strategy, and growth of a division. This roleprovides strategic and operational leadership across multiplebusiness units, ensuring the achievement of business objectives,operational excellence, and exceptional customer experience. TheDivisional Head acts as a critical link between executiveleadership and operational teams, guiding managers, shapingstrategy, and driving sustainable performance improvementsacross the division. The purpose ofthe Divisional Head is to lead the divisionstrategically, ensuring operational excellence,sustainable growth, and alignment with organizationalobjectives. This role exists to drive divisionalperformance, deliver superior customer experience, optimizeprocesses, and build high-performing leadership teams, whileserving as a trusted advisor to executive leadership. Purpose of the Role Strategic & Operational Leadership Providestrategic oversight and leadership across multiple businessunits within the division. Ensureconsistent delivery of service excellence, operationalefficiency, and financial targets. Act as theprimary link between the division and executive leadership,translating organizational strategy into actionable divisionalplans. Anticipateoperational challenges, address bottlenecks, and drivesustainable improvements. Monitordivisional performance metrics, proactively identifying andmitigating risks to achieve business objectives. Leadinitiatives to evaluate, standardise, and improve processesacross the division. Identifyoperational gaps and implement innovative, scalablesolutions. Develop andenforce best practices and standard operating procedures(SOPs) across the division. Champion aculture of continuous improvement to enhance customerexperience and operational efficiency. Lead, mentor,and develop senior operational managers, fosteringstrong leadership capabilities across thedivision. Drive aculture of accountability, high performance, andcollaboration. Analysedivisional performance data to identify trends, opportunities,and risks, and implement corrective actions. Overseetalent planning, succession planning, and capabilitydevelopment for divisional leaders. Partnerwith senior stakeholders in HR, Quality, Training, WorkforcePlanning, Finance, and other departments to ensuredivisional alignment. Act as thedivision’s representative in strategic planning, businessreviews, and client engagements. Facilitateeffective communication between the division, seniorleadership, and external stakeholders. Reporting & Stakeholder Engagement Prepare andpresent strategic performance reports, insights, andrecommendations to executive leadership. Influencekey business decisions through data-driven insights andoperational expertise. Participatein organizational strategy discussions, representingdivisional needs and opportunities. Requirements Qualifications/Education and Experience Matric/Equivalentqualification Bachelor’sdegree in business administration, Management, Operations,or related field. Minimum of 5years + of progressive operations leadership experience,preferably in a call centre, BPO, or customer serviceenvironment. Demonstratedsuccess in leading multiple teams or business units andachieving divisional or organizational KPIs. Proven trackrecord of driving operational efficiency, processimprovement, and change management at a divisionallevel. Strongstrategic leadership skills with experience influencingsenior management and executive stakeholders. Experiencein building and developing high-performingleadership teams. Expertise indata-driven decision-making, performance analysis, andoperational reporting. Core Skills and Competencies Self-Management &Accountability: Operates autonomously, takes ownership ofoutcomes and acts with full accountability for the successof the business unit. Leadership:Inspires and motivates teams, drives performance, andreinforces organisational culture. StrategicThinking & Planning: Translates strategy intoactionable plans, anticipates challenges, anddelivers results. Influence& Collaboration: Builds strong relationships, alignsstakeholders at all levels, and fosters cross-functionalteamwork. Financial& Analytical Acumen: Manages budgets, interprets data,and uses insights to drive informed decisions. ProblemSolving & Decision Making: Resolves complex issues,applies sound judgment, and learns from outcomes. Communication:Communicates clearly, persuasively, and professionallywith internal and external stakeholders. Adaptability& Innovation: Thrives in dynamic environments,embraces change, and develops creativesolutions. #J-18808-Ljbffr