Business Unit Head | Assist

The BU Head leads OEM, Roadside, and Home Assistant services, making sure operations run well, customers are happy, rules are followed, and the business grows.

At Digicall Group, we challenge ourselves to make it possible for everyone in our world to prosper, thrive and grow. Guided by our values of Bright, Agile and True, we take pride in who we are, were inspired by why were here, and we believe in what we do. We also enjoy a work environment that motivates, connects, guides, supports, protects, honours and stretches us all to dream big, to be excellent, and to contribute uniquely to our shared success.


ROLE SUMMARY

The BU Head is responsible for leading the strategic and operational delivery of the business unit, with a core focus on OEMs, Roadside and Home Assistance services. This includes ensuring service excellence, SLA compliance, and continuous improvement across systems, processes, and people. The role also supports tender submissions, pricing strategies, and seamless client onboarding, while maintaining strong, trust-based client relationships through regular engagement. Within a high-volume contact centre environment, the role focuses on delivering superior, time-sensitive assistance services across various platforms (voice, digital, and emergency dispatch), ensuring SLA compliance, customer satisfaction, and business growth. Additionally, the BU Head for Assist contributes to commercial planning and financial oversight to drive sustainable growth, operational efficiency, and long-term profitability within the roadside and home assistance sectors.

If youre ready to belong to an open mindset work culture that promotes continuous learning and improvement, prioritises service excellence, values individuals, and celebrates the people who light up our world, apply now and show us how youll shine!


QUALIFICATIONS

• Minimum: Diploma or Degree in Business Administration or a related field.
• Advantageous: MBA or a related Commercial qualification.

EXPERIENCE

• Minimum of 5 years management experience within a contact centre, or incident management in the insurance sector, specifically with roadsid experience, emergency services or home assistance environments.
• Proven ability to understand the commercial make-up of business process management campaigns (focused on Customer Services) and manage operations within defined commercial parameters.
• Proven track record in leading high-performing teams within a service-driven, SLA-focused operation.
• Exposure to the following areas: Customer service, claims and incident management, and emergency services.
• A deep understanding of the South African market, emergency services environment, as well as contact centre technologies will be essential.
• Track record of managing large teams and complex service operations.
• Experience with dealing with high profile corporate clients and ability to interact in a professional manner to drive client relations and satisfaction, leading to business unit growth and diversificatio

SKILLS & KNOWLEDGE

• Proficient in Microsoft Office Suite (Word, PowerPoint, & Outlook).
• Advanced proficiency in Microsoft Excel.
• Exceptional written and verbal communication skills (English).
• Proven expertise in managing call centre operations, SLAs, and driving efficiency through process and systems optimisation.
• Strong capability in meticulous planning and execution of business strategies aligned with business objectives.
• Ability to lead through crises with structured contingency planning and proactive risk mitigation.
• Advanced analytical and problem-solving skills using data-driven approaches and continuous improvement methodologies.
• Proficiency in budgeting, cost control, and financial analysis to support sustainable business growth.
• Strong negotiation and relationship-building skills to influence internal and external stakeholders effectively.

RESPONSIBILITIES

Financial Management

• Oversee cost-effective allocation and utilisation of company resources.
• Set financial targets for the business unit in collaboration with the COO.
• Define market growth targets in partnership with the CCO to support commercial expansion.
• Lead the commercial strategy for the business unit, ensuring alignment with overall business objectives.
• Own pricing decisions for tenders, balancing competitiveness with profitability.
• Develop commercial plans and operational budgets for clients.
• Monitor profitability across operations and identify opportunities for margin improvement.
• Collaborate with Finance and Operations to ensure accurate forecasting, budgeting, and cost control.
• Ensure compliance with financial schedules and initiate audits as required.
• Apply financial analysis to evaluate the cost-effectiveness of SLA delivery and operational performance.
• Lead the preparation and delivery of monthly business and financial performance presentations to the Group Board for the business unit.
• Present budgets and quarterly financial results to shareholders.

Governance and Industrial Relations

• Abide by company policy, departmental procedures, and ISO Standards.
• Aligned to Digicalls core values (Bright, Agile, and True).
• Develop integrated strategies, plans, and processes to ensure work processes are carried out effectively and efficiently and to optimise the business potential.
• Regularly assess strategies for changing stakeholder demands and redirect efforts as necessary.
• Ensure the preservation of the Assist Business Units records and statistics.
• Direct and control the broad activities of the business unit(s) through the interpretation, application and implementation of company-wide policies and processes appropriate to the functional area(s).
• Adhere to all company business ethics codes and values and ensure that they are communicated and implemented within the team.
• Complete assigned work according to a given timetable.
• Responsible for the development and implementation of processes, procedures and systems to ensure that the Assist business unit comply with the relevant legal and contractual obligations.

Strategy

• Liaise regularly with Digicall Senior Management and internal stakeholders to align on business strategy and operational priorities.
• Monitor external business trends and challenges to inform strategic direction and capability development within the Assist business unit.
• Audit current systems and processes to assess strategic fit, effectiveness, and future readiness.
• Contribute to high-level business direction and decision-making through strategic input and insights.
• Identify risks, threats, and opportunities for operational improvement and business expansion.
• Analyse technology, resource needs, and market demand to assess project feasibility and inform planning.
• Partner with Group IT and CI divisions to drive the digitisation strategy and adoption of new technologies across the Assist business unit.
• Evaluate and recommend new technologies that can enhance operational efficiency and competitiveness.
• Represent the Assist business unit at public functions, industry events, and external stakeholder meetings.
• Lead and facilitate internal team meetings to communicate strategy, align goals, and drive execution.
• Compile and present strategic and operational performance reports to the relevant stakeholders.

Operational Management

• Oversee the design, execution, and performance of call centre operations across all channels (voice, email, chat, social media).
• Monitor and manage real-time adherence, scheduling, and workforce planning.
• Define and monitor SLAs in line with client expectations and business capabilities.
• Analyse SLA performance data to identify trends and drive service improvements.
• Ensure consistent service delivery through proactive performance management.
• Identify and implement process improvements to enhance quality and efficiency.
• Redesign workflows using process engineering principles to eliminate inefficiencies.
• Conduct regular systems audits to ensure compliance and operational alignment.
• Analyse operational data to identify gaps and opportunities for improvement.
• Lead the implementation and integration of new technologies to support operational efficiency.
• Supervise system administration to ensure operational continuity and alignment with business requirements.
• Promote effective information sharing and system competitiveness across teams.
• Align systems and controls with evolving business needs and compliance standards.
• Forecast attrition and manage recruitment pipelines to maintain service levels.
• Implement resource redeployment strategies during campaign transitions.
• Collaborate with HR to align recruitment, onboarding, and training with operational needs.

Procurement & Key Account Management

• Identify, approve, and manage key client relationships to support business growth.
• Review and approve contracts, cost estimates, and procurement decisions in line with company policy.
• Build and maintain strong partnerships through regular communication and visibility.
• Serve as the primary point of contact for existing and prospective clients.
• Host client site visits, presentations, and strategic review sessions to strengthen engagement.
• Coordinate and participate in client engagement activities to foster trust and rapport.
• Ensure client expectations are clearly understood and translated into actionable operational plans.
• Collaborate with internal teams to develop tailored proposals and presentations for new business opportunities.
• Conduct trend analysis and manage performance of client accounts to ensure satisfaction and retention.
• Ensure staff are trained and compliant with relevant Quality Assurance Procedures (QAPs) and work instructions.
• Communicate effectively with stakeholders, especially during high-pressure or escalated situations.
• Consult and negotiate with clients on project specifications and delivery expectations.

HR Management

• Advise the Management Team on people strategies aligned with business objectives.
• Oversee recruitment, onboarding, and workforce planning to ensure operational readiness.
• Support talent management initiatives, including succession planning and leadership development.
• Develop and train direct reports to build internal capability and performance.
• Initiate and manage disciplinary processes in line with company policy.
• Foster a positive work culture that promotes strong employee relations and morale.
• Ensure compliance with health and safety regulations across all operational areas.
• Monitor and implement HR best practices to drive continuous improvement.
• Communicate company vision, strategy, and plans effectively to all levels of staff.
• Appoint Department Managers and delegate responsibilities to ensure accountability.
• Develop contingency plans to maintain workforce performance during adverse conditions.

BENEFITS

Digicall offers a range of core and value-added benefits to equip and empower you to live your best life.

You will benefit from support and assistance that offers you choices and gives you peace of mind, including medical cover, provident fund, funeral cover, long service awards, and learnerships and bursaries.

Through our employee wellness and recognition programmes, we foster a workplace where every individual is supported, celebrated, and empowered to shine.