Service Excellence Team Manager

Ten Lifestyle Group

Lead Service Excellence Team ensuring complaint management and quality assurance at a global lifestyle services company. Drive CX strategy implementation and foster team development in hybrid work environment.

Posted 5/13/2026full-timeCape Town • 🇿🇦 South AfricaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Provide senior leadership for Service Excellence across the region, ensuring MS and QA functions operate to Ten’s standards and global expectations.
Lead, coach, and develop Service Excellence Team Managers, ensuring consistency of approach, capability uplift, and strong succession planning.
Translate global CX strategy into clear regional execution plans, balancing standardisation with local nuance.
Act as a key regional contributor to global CX initiatives, pilots, and transformation programmes.
Lead regional forums to review service trends, risks, insights, and improvement priorities.
Own the regional complaint management framework, ensuring complaints are handled within SLA and to Ten’s quality standards.
Act as a senior escalation point for complex, sensitive, or high-risk member issues.
Ensure complaint trends and root causes are analysed and shared with regional and global stakeholders to prevent recurrence.
Oversee complaint cost management and financial sign-off processes where applicable.
Accountable for QA strategy and delivery across the region, ensuring the right volume, quality, and consistency of QA activity.
Ensure QA outputs are effectively used to drive coaching, performance improvement, and capability development.
Oversee calibration practices and, where required, participate in or lead client-facing calibration and listening sessions.
Ensure QA data integrity, documentation standards, and compliance with Ten Data requirements.
Lead and develop team members comprising of QA Managers, and MS Managers.
Set clear OKRs for teams and individuals, aligned to regional and global CX priorities.
Conduct regular performance conversations, talent reviews, and development planning.
Identify and develop high-potential talent for progression into senior regional and global CX roles.
Foster a culture of accountability, psychological safety, and continuous improvement.
Act as a senior CX partner to regional Operations, Proposition, Product, and Training leaders.
Represent Service Excellence in senior client discussions where service performance, complaints, or QA outcomes are reviewed.
Support governance meetings, audits, and client reviews related to service quality and experience.
Partner with People Experience teams to ensure strong hiring, onboarding, and retention of team members where needed
Own regional CX resource planning to ensure service excellence responsibilities are appropriately staffed.
Ensure compliance with local employment laws and global HR policies.
Support performance review cycles, disciplinary processes, and employee relations matters as required.

Requirements

What you’ll need

Role model calm, confident, and values-led leadership
Be curious, data-driven, and outcome-focused
Balance challenge with support - holding teams to high standards while enabling success
Act with integrity, discretion, and strong commercial judgement
Lead and manage multiple team members
Indirectly influence and guide broader regional CX populations through SETMs and local leaders
Proven leadership experience in Customer Experience, Service Excellence, or Operations
Strong background in complaint management, QA, and VoC methodologies
Experience operating in complex, multi-market or global environments
Travel, hospitality, or service-led industry experience preferred
Strong strategic thinking with the ability to translate strategy into execution
Excellent stakeholder management and influencing skills at senior levels
High level of analytical capability; confident using data to drive decisions
Strong people leadership, coaching, and change management skills
Excellent written and verbal communication
High levels of accountability, resilience, and judgement.

Benefits

Comp & perks

A competitive salary depending on experience
Flexible work arrangements including Hybrid work possibilities; with up to 60% Home Office.
Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.
Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
Extra Rewards. Lucrative Ten Loyalty Rewards program.
Remote Working Holidays - possibilities to Travel and Work!
Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
We also offer a company contribution towards medical aid, and transport home for those working a late shift (applies to those who don't have a car).
ICAS Employee Health and Wellness (EHW) services which are confidential and free for all employees to use.
Safe & secure offices in the Foreshore with complimentary off-street parking.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

complaint managementquality assurancedata analysiscustomer experienceservice excellenceperformance improvementcapability developmentstrategic planningcalibration practicesVoC methodologies

Soft Skills

leadershipcoachingcommunicationstrategic thinkingstakeholder managementinfluencingaccountabilityresilienceintegritypsychological safety