Our people are our greatest asset. In this blog series, we feature one-on-one interviews with individuals from our global team. Get to know us and our people...
Meet Youssef Bejaoui, our Head of Centre of Excellence here at SmartPA.
Youssef comes from an IT background, but since joining SmartPA in 2011, he has worked across all departments of the business before heading up our Centre of Excellence upon its formation in 2019, which is where we deliver our services to our global client base.
He is a former professional football player, playing between the sticks for the likes of Cowdenbeath and Berwick Rangers, while representing his country at youth level, and in his spare time he enjoys taking his dog, Joey, out for walks and is currently training to run a marathon.
What does your role entail?
"I’m responsible for ensuring we deliver an exceptional service to our global client base. We’re proud to enhance the experience, skills, and capacity of our client's existing teams to help each organisation grow and prosper.
A significant part of my role is supporting our people experience, quality assurance, and learning and development teams to deliver a stimulating and inspiring culture for each team member, as this ultimately has a direct impact on the quality of our service."
What is your favourite thing about working at SmartPA?
“I personally thrive on seeing the impact we make on our clients’ businesses. Equally, I get great satisfaction watching our people, develop and grow.
At SmartPA we’re passionate about doing good with our business, and to be able to give back we need to be successful, so my competitive streak comes through when tracking all our key performance goals.”
How does your role impact the experience of our clients?
“It’s not what we do, it’s how we do it.
Well, it all starts with our people. For me, it’s all about having the right people on board, who align with our purpose and are passionate about supporting our clients to accelerate growth, increase productivity or drive cost and process efficiencies.
Then there’s refining our channels and resources to listen to our clients so we can uncover what’s working and sometimes what’s not, and then use these insights to strengthen our service impact.
Another part of my role is ensuring we have the correct tools and technology to support our teams, so they can flourish in their role.”
Is there anything you are in the process of implementing to improve client's experience?
“We’re seeing a growing need to give our clients an agile service 24-7, and are growing our teams in South Africa, Uganda, and Malaysia to support our UK team.
We’re also working on ‘Blue Sky’, which is our new technology system that we see as being world-leading, as well as market-leading, in improving our service to our clients.”
What would you say to someone considering using SmartPA?
”Whatever your business goal - whether it’s enhancing your inhouse teams’ capacity and enabling them to focus on their core strengths, accelerating growth, or looking to drive cost efficiencies and profits - SmartPA will integrate into your business and collaborate with you to deliver your key impact goals.”
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