ROLE PURPOSE

The Portfolio Manager: CSOC provides strategic and operational leadership for the Central Service Operations Centre, ensuring effective service delivery, operational efficiency, and adherence to SLAs and KPIs.
This role is responsible for functional oversight, workforce management, and the continuous improvement of operational processes to support organizational objectives.

ROLE REQUIREMENT

• Develop and maintain operational policies, procedures, and governance frameworks to ensure consistency, compliance, and efficiency.
• Lead, motivate, and manage the CSOC team, including recruitment, onboarding, coaching, performance management, leave approvals, and succession planning.
• Manage financial planning, budgeting, and resource allocation for CSOC operations.
• Ensure operational excellence in monitoring, managing, and optimising day-to-day service operations.
• Monitor and enforce SLA and KPI compliance for all CSOC services and operational activities.
• Prepare detailed operational and executive reports, including trend analysis, performance metrics, and workforce productivity insights.
  
• Identify operational risks, bottlenecks, and improvement opportunities, implementing corrective and preventive actions.
• Aligning tactical and operational priorities to address resource and operational challenges
• Accountable for ensuring appropriately skilled resources through mapping key outputs, facilitating the assessment of team skills, identification of training needs, and implementing programs to enhance performance.
• Accountable for setting clear business-related targets for service levels and ensure delivery of services can be properly assessed, monitored and managed against the targets
• Accountable for the alignment of the practices and services with changing needs, through ongoing improvement, to ensure efficient and effective management of products and services
• Responsible for customer retention by ensuring customer satisfaction, maintaining strong relationships, and improving the overall service experience
• Evaluate risk and participate in quality assurance efforts
• Oversee expenses and budgeting to help the organization optimize costs and benefits for MSOC
• Support strategic planning for service operations, including capacity planning, workforce optimization, and service roadmap development.
• SLA and KPI compliance rates for service delivery.
• Customer satisfaction and service quality metrics.
• Team performance, engagement, and retention.
• Accuracy, timeliness, and insightfulness of reporting.

  Key Performance Indicators (KPIs):

• Act as a point of escalation for high-priority operational issues, ensuring timely resolution and post-incident review.
• Collaborate with internal stakeholders across PMO, Service Management, and other business units to ensure seamless operations and reporting.
• Support change management initiatives, ensuring smooth adoption of new processes, tools, and standards.
• Drive continuous improvement initiatives, including process optimisation, automation, and adoption of best practices.
• Successful implementation of process improvements and operational initiatives.

Qualifications and Experience

Qualifications:

• Bachelor’s degree in business administration, Operations Management, Information Systems, or related field.
• Professional certifications in service management, operations, or project management (e.g., ITIL, PMP, Lean Six Sigma) advantageous.
• Additional leadership or management development training preferred.

Required Experience:

• 8+ years in service operations, contact center, or large-scale operational management.
• Proven experience managing large teams, including performance management, coaching, succession planning, and workforce optimisation.
• Strong experience in SLA/KPI monitoring, operational reporting, and performance improvement.
• Experience in governance, compliance, and operational risk management in service delivery environments.
• Demonstrated ability to prepare and present executive-level reports, dashboards, and insights.
• Track record of implementing continuous improvement initiatives, process optimization, and operational excellence programs.