Director: Strategic Project and Programme Management - Cape Town at NTT Ltd.

Working at NTT

Operational Transition

• Develops and implements a service transition strategy that details BPO, Service and transition management for the global organisation.
• Overall ownership all disciplines from transition definition, planning and implementation, service evaluation and validation through service activation.
• Develops transition methodologies and ensure that transition management methodologies, procedures and policies are defined and implemented and followed by the Transition staff.
• Develops transition management governance processes and manage adherence to these.
• Governs pre-contract due diligence and validation and drive the transition of new or changed strategic contracts into an operational state and ensure handover to service operation and management.
• Takes final responsibility for client satisfaction and ensure that the transition team displays the right level of client engagement.

Executive Representation

• Provides Executive management and support to the overall Merchants business where required including Leadership, escalation point and overall brand ambassador.
• Contributes to the pursuit of deals and serve as a subject matter expert on complex and strategic deals.
• Contributes to the overall development and implementation of Merchants Strategy including participation in key committees and working groups where required.
• Overall budget management of key areas within the control and responsibility of this role including department and specific project budgets.

Project Program Management

• Development of key Strategic Project Program including governance, strategy and overall implementation program.
• Overall management of the program that governs the implementation of strategic project across the Merchants business.
• Direct management and implementation of key strategic projects.
• Alignment and reporting to the Merchants Investment Committee and Exco on all key projects and progress.

Customer Relationship Management (CRM)

• Development of the Merchants CRM strategy, process and structure to ensure Merchants key clients have key account and relationship management.
• Management of the implementation of CRM policy and process to deliver proactive relationship management.
• Overall ownership and accountability of the Merchants CRM function once developed and implemented.

Budget Management

• Compiles and manages the budgets for respective department
• Consults with relevant stakeholders to ensure that the budget allows the organisation to achieve legislative obligations and development implementation plans
• Monitors budget expenditure to ensure in line with forecasted amounts and manage variances

People Management

Leadership

• Leads by example in living the values of the organisation
• Ensures the department is fully equipped to handle the workload and distribute work flow
• Coaches to ensure a full understanding of consequences of errors
• Creates an environment that fosters teamwork and co-operation amongst team members
• Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives
• Communicates effectively, building and maintaining relationships
• Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation

Attraction & Selection

• Ensures appropriate staffing and action accordingly
• Identifies need for creation of position and forward recommendation to direct manager and HR
• Ensures appointments are in line with EE targets / strategy
• Selects and places candidates in terms of agreed recruitment and selection process

Retention

• Develops and empowers people, recognizing and rewarding value-added performance

Training and Development

• Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans
• Monitors implementation of training needs as per individual development plans

Knowledge

• 10 – 12 years’ working experience At least 10 years' experience in services, specifically service design within a large scale (preferably multi- national) technology services environment across a range of services
• 5 years complex project management experience in a lead position through multiple work streams
• 5 - 8 years Contact Centre background
• Proven project management and consultancy delivery

Skills

• Negotiation (L4)
• Networking (L4)
• Change Journey Leadership (L3)
• Oral and Written communication (L4)
• Analytical ability
• Collaboration
• Entrepreneurial Thinking (L4)
• Technical Expertise (L4)
• Project management

Skills

• Initiative
• Tenacity
• Impact
• Adaptability