Outsourcing Business Manager

Job Title Outsourcing Business Manager

Advert Sage is a global company with a local heart. The market leader for cloud-based accounting, financials, enterprise management, people, and payroll software, we empower the world’s business heroes—from single-person startups to large enterprises. Our people are passionate and positive. We inspire our colleagues to serve business builders everywhere and champion their success. As a FTSE 100 company with 14,000 colleagues across 24 countries, we do business the right way, while giving back to our local communities through the Sage Foundation. Sage is passionate about building a culture where our colleagues feel they can bring their whole selves to work. Where people know they’ll be judged on their performance and behaviours - not their identity. All qualified applicants will receive consideration for employment and will not be discriminated against based on their race, color, age, religion, sexual orientation, gender identity, national origin, disability or veteran status.

Job Description Manage a team of Outsourcing Account Managers and build and maintain relationships with key clients

Key Responsibilities Key accountabilities and decision ownership:
• Scheduling of account managers’ work and assistance with planning and allocation of resources
• Planning and communicating capacity
• Manage scheduling of resources to ensure maximum productivity of all staff members
• Leading role in client implementation
• Integration of new clients into the department
• Client retention
• Document and maintain standard operating procedures
• Following up on customer satisfaction feedback and user problems
• Put measures in place and maintain measures to ensure continuity
• Oversee internal client handovers
• Drive & follow up on “seasonal” projects, e.g. TYE, Equity
• Attend routine (e.g. service review) and ad hoc client meetings with account managers
• General management duties including but not limited to performance management, situational leadership, managing team dynamics, coaching, talent management
• Innovation – implement new procedures to improve & streamline existing processes Skills, know-how and experience:
Must have:
• Tactical/Operational leadership
• Organisational savvy
• Decision making
• Managing performance
• Delegation and empowerment
• Challenge resistance; make tough decisions where alignment is required.
• Concern for excellence
• Advanced communication skills
• Advanced conflict resolution and situational leadership skills
• Minimum 2 years’ experience in payroll processing on VIP Premier and/or Sage300 People

Preferred:
• Experience in an Outsourcing environment will be beneficial
• Previous people management experience
• Advanced proficient in MS Word and Excel
Technical / professional qualifications:
• Tertiary qualification in business and people management
Key performance indicators:
• Manage Outsourcing Account Managers and the day to day operations of the department in such a way that clients experience superior service on a continuous basis
• Optimise resources to ensure maximum sustainable productivity
• Focus all efforts on aggressive but sustainable revenue growth. This includes managing efficiency drives, client retention, productivity enhancement, SLA management to avoid scope creep etc.
• Create a sustainable working environment through strong operational leadership
• Manage and track capacity to support ambitious growth Direct reports:
A team of up to 12 Outsourcing Account Managers
Budget owned:
Jointly responsible for achieving turnover budget
Key stakeholders: N/A

Matrix Reports: N/A

Function Customer Services

Country South Africa

Office Location Pretoria

Location Region