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  • Principal BUH

    Merchants Recruitment

    on 2020/03/11

    Durban, Kwazulu Natal

    Merchants is a leading BPO solution provider specialising in customer experience and customer interactions. We focus on people, process and technology to create exceptional customer experiences. We are passionate about people and our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors.


    The purpose of this position is to take overall responsibility for the relevant Business Unit to meet it’s contractual and commercial targets and budgets, whilst ensuring the strategic aims of our People and Customers First are met and advanced in all activity within the Business Unit. In addition, the position is a key member of the Operations Leadership Team, working with other senior leaders to ensure the South African BPO Operations meets its overall contractual, commercial and strategic goals.


    Financial Management

    Establishes budgets for the Business Unit

    Directs the Business Unit to meet budget and other financial goals

    Develops and maintains the Business Unit’s financial/budget plans

    Ensures that financial targets and plans are communicated

    Distributes and manages the allocation of budgets within the Business Unit with appropriate financial controls

    Ensures tracking, monitoring and reporting on the Business Unit’s financial activities

    Operational Management

    Directs short and long term planning to meet contractual and operational targets and financial budgets

    Establishes performance goals across all operations

    Directs support areas to allocate resources and assesses utilisation to ensure optimal usage

    Directs & monitors support areas to deliver required support services to Operations and where appropriate to the wider Business Unit

    Develops, establishes and directs implementation of operating policies and standards in operations, ensuring they are either innovative or aligned to current global best practice

    Works with Business Development and Consulting/Transition areas to support the development of new opportunities, whilst ensuring any secured growth activities seamlessly transition from implementation to stable operational delivery

    Stakeholder Management

    Directs the change control processes across the business unit to mitigate contractual risk

    Manages senior business stakeholders through appropriate direct engagement to ensure that all risk and control issues are properly transparent and managed

    Chairs relevant Programme and Project Steering Committees as required

    Acts as the senior point of entry for escalated client queries and for queries from other stakeholders

    Takes personal accountability for ensuring the resolution of complaints directed at the Business Unit operations

    People Management


    Leads by example in living the values of the organisation

    Ensures the department is fully equipped to handle the work load and distribute work flow

    Coaches to ensure a full understanding of consequences of errors

    Creates an environment that fosters team work 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


    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

    Career Pathing and Succession Planning

    Identifies, manages and develops talent

    Performance Management

    Sets direct reports quantitative and qualitative performance objectives and ensures individual performance objectives are in place and reviewed to meet organisational and individual needs

    Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action


    8 years related business experience

    Minimum 5 years’ experience in the Contact Centre/BPO industry, including at least 2 years leading an operation of at least 300 seats.

    See more

    SalaryMarket Related

    Work TypePermanent

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