Overview
Vice President: Customer Service – Nutun RX Jobs in Johannesburg Metropolitan Area at Trending Talent Solutions
Title: Vice President: Customer Service – Nutun RX
Company: Trending Talent Solutions
Location: Johannesburg Metropolitan Area
Role Purpose:
The Vice President: Customer Service is responsible for providing strategic leadership and oversight of customer service operations, ensuring the delivery of exceptional customer experiences while achieving business, financial, and client objectives. The role is accountable for driving operational excellence, client satisfaction, workforce performance, business growth, and continuous improvement across multiple customer service programs and teams.
The Vice President will partner with executive stakeholders, clients, and support functions to develop and execute customer service strategies that align with organizational goals, drive innovation, improve efficiency, and deliver sustainable business results.
Experience and Qualifications
- Bachelor's Degree in Business Management, Operations Management, Customer Experience, or related field.
- Postgraduate qualification (MBA or equivalent) preferred.
- Clear ITC/Credit record.
- Clear criminal record.
- Minimum 10–15 years of customer service and contact centre leadership experience.
- Minimum 7–10 years of senior leadership experience within a BPO, customer service, or outsourcing environment.
- Proven experience managing large-scale customer service operations across multiple programs, sites, or geographies.
- Strong commercial acumen with experience managing P&L responsibility.
- Demonstrated success in client relationship management at executive level.
- Experience leading large teams through transformation, growth, and change initiatives.
- Advanced proficiency in operational analytics, workforce planning, financial management, and performance optimization.
Key Responsibilities
1. Strategic Leadership & Operational Excellence
- Develop and execute customer service strategies that support organizational objectives and client expectations.
- Provide leadership across multiple customer service operations to ensure consistent delivery of operational and financial targets.
- Drive a culture of accountability, performance excellence, innovation, and customer-centricity.
- Identify opportunities to improve efficiency, productivity, customer experience, and profitability.
- Lead business transformation initiatives to support organizational growth and scalability.
- Ensure business continuity, operational resilience, and risk mitigation strategies are implemented effectively.
2. Client & Stakeholder Management
- Build and maintain executive-level relationships with key clients and stakeholders.
- Serve as the primary escalation point for strategic operational and commercial matters.
- Lead quarterly business reviews, governance forums, and strategic planning sessions with clients.
- Collaborate with internal executive leadership teams to align operational delivery with business objectives.
- Drive client retention, satisfaction, and growth opportunities.
3. Financial & Commercial Management
- Own and manage operational budgets and P&L performance.
- Drive revenue growth, cost optimization, and profitability across customer service operations.
- Ensure contractual obligations, service level agreements, and commercial targets are consistently achieved.
- Identify and support business development opportunities, including new client acquisition and expansion opportunities.
- Develop business cases and investment strategies to support operational improvement initiatives.
4. Customer Experience & Quality Governance
- Establish and oversee customer experience strategies that drive customer satisfaction, loyalty, and retention.
- Ensure quality assurance, compliance, and regulatory standards are maintained across all operations.
- Monitor customer feedback, performance trends, and operational insights to drive continuous improvement.
- Champion best practices and industry-leading customer service standards.
5. Talent Leadership & Organizational Development
- Lead, coach, and develop senior operational leaders, including Directors, Senior Operations Managers, and Operations Managers.
- Build leadership capability and succession pipelines across the customer service function.
- Foster a high-performance culture focused on engagement, inclusion, accountability, and development.
- Partner with Talent Acquisition and HR teams to attract and retain top talent.
- Drive employee engagement and retention initiatives across the organization.
6. Reporting & Executive Governance
- Provide executive-level reporting on operational, financial, customer experience, and strategic performance metrics.
- Present business performance, risks, opportunities, and strategic recommendations to executive leadership and clients.
- Utilize data-driven insights to inform decision-making and operational strategy.
- Ensure governance frameworks are in place to support compliance, performance management, and business objectives.
Skills and Knowledge
- Executive leadership and strategic management capability.
- Strong commercial and financial acumen, including P&L ownership.
- Exceptional client relationship and stakeholder management skills.
- Expertise in customer experience management and service delivery.
- Proven ability to lead large-scale customer service operations.
- Strong analytical, problem-solving, and decision-making skills.
- Experience driving organizational transformation and change management.
- Ability to influence at Executive, Board, and Client leadership levels.
- Advanced knowledge of contact centre technologies, workforce optimization, and performance management frameworks.
- Excellent communication, negotiation, and presentation skills.
- Experience operating within global and international customer service environments.
Key Success Measures
- Client Satisfaction & Retention
- Revenue Growth & Profitability
- Customer Experience (CSAT/NPS)
- Service Level Achievement
- Operational Efficiency
- Employee Engagement & Retention
- Quality & Compliance Performance
- Strategic Initiative Delivery
- Business Growth & Expansion
- Leadership Capability Development
Johannesburg
Published Date: 05 June 2026
Closing Date: 19 June 2026
