Digital Transformation Manager

This role will focus on driving operational excellence, digital innovation, and AI adoption to enhance service delivery, reduce costs, and improve client satisfaction.

Key Responsibilities:

• Design and implement transformation strategies aligned with business goals and client expectations.
• Identify and prioritize opportunities for automation, AI, and digital optimization across BPO functions (e.g., customer service, finance, HR, IT support).
• Collaborate with IT, data science, and operations teams to deploy AI/ML solutions such as chatbots, predictive analytics, and intelligent automation (RPA).
• Evaluate and recommend emerging technologies that can improve turnaround times, accuracy, and scalability.
• Lead process reengineering initiatives to streamline workflows and eliminate inefficiencies.
• Apply Lean Six Sigma or similar methodologies to improve service quality and reduce operational costs.
• Drive change management efforts to ensure smooth adoption of new technologies and processes.
• Engage with internal stakeholders and external clients to align transformation goals and manage expectations.
• Define and track KPIs to measure the impact of transformation initiatives.
• Prepare executive-level reports and dashboards to communicate progress, risks, and ROI.
• Drive continuous improvement initiatives to enhance operational efficiency and service quality.

Professional Know-How:

Minimum Requirements:

• Bachelor’s or Master’s degree in Business, Technology, Engineering, or related field.
• Certifications in project/change management (e.g., PMP, Prosci, Agile) and/or process improvement (e.g., Lean Six Sigma) are highly desirable.

Minimum Experience:    

• 3+ years of experience in transformation, operations, or digital strategy roles within the BPO or shared services industry will be advantageous.
• Proven experience implementing AI, RPA, or other intelligent automation solutions. Preferably in a BPO context.
• Strong understanding of BPO delivery models, SLAs, and client engagement frameworks.

Key Competencies:

• Strategic and analytical thinking
• Strong leadership and stakeholder engagement
• Deep understanding of digital tools and AI applications in BPO
• Excellent communication and presentation skills
• Results-oriented with a focus on measurable impact

Desirable:

• Experience working with global clients and offshore delivery centers
• Familiarity with data privacy, compliance, and AI governance in outsourcing environments.

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

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