Director: Strategic Project and Programme Management

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The primary responsibility of this position is to lead, direct and manage Project and Programme Management in the successful completion of complex and strategic transition projects for clients, overseeing the delivery of continuous and effective services and ensures project completion within budget and in accordance with contract requirements

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