- Relevant Degree: Business Administration or equivalent.
- Postgraduate Qualification: Advantageous in Business Administration or Management studies.
- Experience: Minimum 8 years in Business Operations, including 3 years at a management level.
- License: Valid driver’s license.
Essential Skills
- Excellent research and analytical skills
- Solid knowledge of Customer Relations Management best practices
- Excellent planning, organisational, and project management skills
- Strategic leadership and staff management skills
- Problem-solving skills
- Strategic management and implementation skills
- Policy development and implementation skills
- Service delivery focus
- Stakeholder relationship-building skills
- Excellent verbal and written communication skills
- Excellent interpersonal relations skills
- Customer-focused
Key Performance Areas
6.1 Operations Management
- Develop and implement operation strategy and operating model.
- Design, implement, and review operational policies and procedures.
- Manage data collection for metrics update to achieve productivity targets and deliver excellent customer service.
- Partner with cross-functional teams to enhance proprietary tools and systems.
- Conduct budget reviews and report cost plans to upper management.
- Ensure compliance with industry regulations and internal policies.
- Improve systems, processes, and best practices.
- Manage day-to-day operations and operations team.
- Perform quality assurance controls and monitor production KPIs.
- Develop ways to increase customer service quality and satisfaction.
- Analyse data for process improvement and cost savings.
- Optimise workflows and report on operational efficiency.
- Stay updated on industry trends and implement new technologies.
6.2 Business Development and Customer Relations
- Stay informed about industry practices and trends.
- Develop service models with internal teams to meet client needs.
- Prospect and convert potential clients into business opportunities.
- Attend industry events to gather market intelligence.
- Build and maintain business relationships.
- Identify and explore new business opportunities.
6.3 Performance Planning and Monitoring
- Lead in corporate strategy and annual performance planning.
- Evaluate organisational effectiveness and propose improvement strategies.
- Provide inputs for performance-related reports.
- Analyse performance information and indicators.
6.4 Registration
- Develop and implement CRM strategy and policy.
- Oversee customer retention strategy and CRM system optimisation.
- Enhance CRM system for customer and organisational benefit.
6.5 Information Management
- Monitor regulatory compliance for records and document management.
- Develop and maintain system usage procedures and best practices.
6.6 Risk Management
- Develop organisational risk management plan.
- Draft and present management reports to EXCO and Risk Management Committee.
