Portfolio Manager – CSOC at Nexio

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.

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