Head: Service Hub

What will you do? To design and enable the servicing strategy to achieve the organisations targeted goals including customer service excellence, business growth and customer retention. To enable operations, ensuring service levels are enabled by scientific workforce planning, through a knowledgeable and skilled resource contingent. To be accountable for the creation and building of strong relationships and networking across all stakeholders to achieve the strategic goals and objectives. Cultivate leadership experiences by committing to continuously make a positive difference within the team.Drive strategic enablement across knowledge management, workforce planning, quality assurance, compliance, and communication governance to support operational excellence and transformation objectives.Integrate and optimize knowledge assets across business units; track workforce capability improvements through targeted training aligned to strategic priorities.Lead workforce planning and resource allocation; ensure accurate forecasting and budget planning for operational and digital resources; monitor scheduling adoption and effectiveness.Oversee QA frameworks to ensure consistent, high-quality customer interactions; benchmark quality standards and drive automation for efficiency.Maintain ISO aligned practices; mitigate compliance risks; ensure timely closure of audit actions with sustainable process improvements.Implement secure, role-based access controls; drive automation in account administration to reduce risk and improve turnaround times.Deliver actionable insights to influence strategic decisions; promote adoption of performance dashboards; quantify business optimization contributions.Develop and govern communication strategies; design customer communication journeys; oversee content creation across channels; measure impact through engagement analytics.Qualifications & ExperienceMaster's Degree / NQF level 9 in Business Management or related field10+ years' experience in: Recruitment, Workforce Planning, Quality Assurance, Strategic thinking and planning, Budget Management and Business Enablement 15+ years' experience: Extensive leadership experience, Health Industry Experience and Reporting and TrendingKnowledge and SkillsHealth legislation and regulatoryHealth Care Industry Industry knowledgeResource PlanningChange Management & Process OptimizationCommunication & Stakeholder EngagementGovernance & Compliance ExpertiseStrategic Thinking & PlanningWorkforce management modelsBusiness Architecture and design thinkingCustomer Engagement Industry TrendsData-Driven Decision MakingBusiness insights and Key performance metricsTechnicalOperational Management systems, key software, tools and related technology understandingCustomer Engagement platform understandingProject Management and including SAFe FrameworkReport writingBusiness Case documentationProficiency with generative AIUser Acceptance Testing Turnaround TimeThe shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of line managers.Our Commitment to TransformationAfroCentric is committed to transformation and embracing diversity. Our Employment Equity plan and targets will be considered as part of the recruitment process. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities.Should you not hear from us within a month of applying, consider your application unsuccessful.