Implementation Manager

Job title:

Job Description:

The manager will also be responsible for developing and implementing strategies to ensure that resources are used in the most effective way. The Manager will also be responsible for monitoring and evaluating the performance of resources and making recommendations for improvement​.

Key Performance Areas

Manage the transition process which involves:

• Pricing for new business and ensuring that the solution offered to new clients is deliverable to their expectations and within the Capita SA framework and P+L requirements
• Helping design the client solution
• Interaction with clients and internal stakeholders
• Project managing transition activities
• Manage project execution to ensure adherence to budget, schedule, and scope.
• Develop or update project plans for information including information such as project objectives, technologies, systems, information specifications, schedules, funding, and staffing.
• Monitor or track project milestones and deliverables.
• Confer with project personnel to identify and resolve problems.
• Submit project deliverables, ensuring adherence to quality standards.
• Prepare project status reports by collecting, analyzing, and summarizing information and trends.
• Direct or coordinate activities of project personnel.
• Establish and execute a project communication plan.
• Assign duties, responsibilities, and spans of authority to project personnel
• Ensuring that all relevant transition KPIs/SLAs are achieved on time within budget
• Standing in for the Operational Director as and when required
• Supporting the broader business where relevant in terms of transition methodology and best practice
• Representing Capita SA with internal and external stakeholders Budget Management

CAPITA VALUES

Implement and practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others: -

Customer First - Always , Fearless Innovation, Achieve Together, Everyone is Valued

Professional Know-How:

Minimum Requirements: Matric

Minimum Experience:                                 

• At least 2-3 years’ Implementation Manager experience within the BPO industry or similar role
• Previous Project Management experience or 24 Months experience as an Operations Manager (Essential)

Knowledge (what must I know): 

• Commercial understanding
• Understanding of and immersion in the client’s requirements

Skills and Abilities (what must I be able to do / display):

• People management skills
• Customer Services and engagement skills
• Flexibility and ability to adapt to change
• Independent
• Tenacity

Management/Supervisory Responsibility:

This position has supervisory responsibilities

About us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

Please note no late applications will be considered

Ad to close - 8 July 2025 (Midnight)

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