Ten Group is hiring a

Head of Service Delivery

Cape Town, South Africa

Our Cape Town office has seen sustained and substantial growth over the past two years. This exciting new role will be to manage the operational day-to-day running of our local teams in conjunction with our regional offices across our Lifestyle, Dining and Ticketing portfolios.

  • Manage and assist Team Managers in meeting targeted performance levels through creating a motivated and dynamic team. People Development & Retention, Job Output, Call SLAs, Workflow Management and QA through Daily NPS are all key deliverables from an operational and business perspective.
  • To contribute to the overall success target and the strategy for EMEA Lifestyle and Entertainment teams which ultimately feeds into the success of our Global Lifestyle, Dining and Ticketing Programs and to own and drive the strategy for Ten within our region.
  • To act as a deputy to the Director of Service Delivery South Africa & Middle East.

Key responsibilities:

  • Line Management of Team Managers for the respective service areas..
  • Contribute to the strategy for EMEA Lifestyle, Dining and Tickets and ensuring that there are plans in place for growth in efficiencies, member satisfaction and profitability of the departments.
  • Contribute to and drive wider strategic operational goals for our office and region and contribute to our bi-annual business and regional reviews.
  • Bring your operational and business nous to ensure strong staff retention policy that ensures we recruit and retain the top talent in the market.
  • In conjunction with the Team Managers, own NPS results and feedback improvements for the region by identifying daily/weekly/monthly key trends from NPS analysis and QA on areas for improvements and successfully implement training and coaching plans in collaboration with our Training & Development team to resolve any challenges.
  • Manage monthly appraisals and performance management ensuring the team are hitting agreed targets and deadlines for the period.
  • Ensure workforce management best practices are in place to ensure Team Managers have sufficient rota/staffing coverage within their teams through engagement with the EMEA Lead Planner.
  • Work with Team Managers & Workflow Managers to drive efficiencies and to further grow revenues streams through increased account/scheme proactivity

Requirements

Key skills required:

  • Minimum of 7+ years proven leadership at a strategic and/or department level including management of managers
  • Excellent know-how in the area of Operations Management as well as the management of and controlling of performance output within a footprint of 100 + FTE environment
  • Very good analytical skills, structured way of working combined with pragmatic problem-solving skills and result oriented work methods
  • Innovative thinker who always strives to further improve our service delivery standards
  • Great leader, team player and motivator with excellent social skills
  • Confident presenter in both written and verbal communications
  • Experience of servicing UHNW or HNW clients would be advantageous

Benefits

Our people are at the heart of the business and we have a culture of recognition and reward – both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

All our employees also enjoy a range of benefits regardless of where they are based. Not only do we enjoy monthly Treats on Ten (on the tenth of each month!) but employees also get 3 extra days of annual leave in their third year and an extra month of every 5 years. In line with these milestone lengths of service, we also operate a Ten Loyalty Reward program – this is a bonus (although we prefer to refer to this as ‘extra spending money’) that is awarded once these milestones are reached. The thinking behind the program is that not only does it recognise and reward commitment and loyalty to the business, but it can also be used to fund the adventures to be had during sabbaticals – this is the main intention and driving force behind the program. We want to give our people extra spending money so that they can truly enjoy their sabbaticals.

Other benefits that Ten offer, specific to the South Africa office, range between access to ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use, all the way through to various discounts on both travel and entertainment events (the latter is of course available regardless of location). There are also lots of social events throughout the year as well as a break-out room where employees can relax (or, if they wish, play one of the numerous games we provide!) whilst enjoying our latest fruit drop.

We also offer a company contribution towards medical aid, transport home for those working a late shift (applies to those who don't have a car) and, one of our more popular perks, working holiday opportunities with the ability to work from any of our 20+ offices without taking annual leave.