Head of Department

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Job Title: Head of Department

JOB SUMMARY: The HOD is responsible for ensuring that the business unit has the optimal resources, infrastructure and systems to support the operations. They are also responsible for driving improvements relating to people, processes, policy and systems within the organization. Effectively manage all work streams from every aspect, including staff management, client relations and client management, and facilities/logistics management.

KEY RESPONSIBILITIES:

• Manage the day-to-day performance of the business unit to deliver a best-in-class service, meeting or exceeding all KPIs and within budget.
• Set the strategy for the development of the business unit, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
• Lead, inspire and co-ordinate the business unit management team at all levels to create motivated and engaged colleagues.
• Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
• Responsible for the recruitment, training, induction and coaching strategy across the business units
• Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development of all levels of business unit colleagues. <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,&quot