Are you driven by reaching targets and ensuring sales growth? Do you coach and mentor your team to ensure targets are met? Do you drive operations in an efficient and effective manner? Then you are our OPERATIONS MANAGER.
This role plays an integral part in our team, as are responsible for the operations function within the Call Centre environment, ensuring targets and goals are reached and providing coaching / mentoring where required.
Great, so who is a good fit?
A qualified expert with broad experience and working knowledge of all organizational functions. Someone who is responsible for various tasks, from logistics to resources management and budget planning. An individual who understands that employees are a valuable resource and can effectively communicate with operations staff. That not only means delivering the hard facts and providing thoughtful and constructive feedback but at the same time listening and empowering employees who form part of the team.
You may be wondering, what does the duties include?
• Ensure all operations are carried on in an appropriate, cost-effective way;
• Improve operational management systems, processes and best practices;
• Formulate strategic and operational objectives;
• Examine financial data and use them to improve profitability;
• Perform quality controls and monitor production KPIs;
• Recruit, train and supervise staff;
• Find ways to increase quality of customer service;
• Communicate job expectations, planning, monitoring, appraising, and reviewing job contributions;
• Plan and review compensation actions;
• Contribute operations information and recommendations to strategic plans and reviews;
• Prepare and complete action plans;
• Implement production, productivity, quality, and customer-service standards, resolve problems, complete audits, identify trends;
• Forecast requirements, prepare an annual budget, schedule expenditures, analyse variances, initiating corrective actions;
• Develop operations systems by determining product handling and storage requirements;
• Develop, implement, enforce, and evaluate policies and procedures;
• Develop processes for receiving products etc.
• Analyse and improve organizational process and workflow, employee, and space requirements, and implement changes;
• Accomplish operations and organisation mission by completing related results as needed;
• Meet or exceed operations expectations;
• Manage staff levels, wages, hours, contract labour to revenues;
• Responsible for all department managers and supervisors, with review/approval responsibility for all operations employees;
• Manage relationships with key operations vendors;
• Review and approve all operational invoices and ensure they are submitted for payment;
• Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints;
• Work closely with CEO and management team to set and/or implement policies, procedures, and systems and to follow through with implementation.
• Communicate all operating policies and/or issues at department meetings
• Continuously develop personal leadership, hiring, and training skills while ensuring the team is using effective sales tactics to meet revenue objectives.
• Maintenance of agreed customer service level for client retention and growth.
• Continuously monitor service of team members to assure consistent delivery of quality service.
• Implement AI and innovative lending processes for efficient lending solution provision.
Are there any specific skills and attributes required?
• Ability to think outside the box, be open minded and combine ideas to find the best solutions.
• Interact comfortably with a diverse group of people and forge mutual beneficial relationships with all stakeholders.
• Conflict and people management.
• Organised and dependable.
• Excellent verbal and written communication that provides concise and relevant information.
• Confident in presenting ideas and way of working to team and other colleagues through facilitation of own prepared training.
• Interpretation of data with an affinity for numbers in order to create logical and valuable analysis for decision making.
• Making clear cut decisions at the right time with the appropriate amount of information while staying flexible and adjusting to changing factors, conditions and environments.
• Able to cope with set-back and to resist, absorb and recover from adversity or change – pretty much take things in your stride.
• Manage multiple responsibilities at once by focusing on one task while keeping track of others.
• High performer in a fast-moving and high-demand pressure environment, but also informal and non-hierarchical.
• Negotiation skills and stress tolerance.
• Critical Thinking and Problem-Solving Skills.
• Project Management and business management.
• Financial and HR related acumen.
• Reporting kills. Be a motivational and supportive leader
• Lead and manage your team of up to 50 staff, including management.
• Effectively coach and guide your team where needed to ensure they reach their KPI’s and organisational goals.
• Delegate work with authority, ensuring staff take initiative and accountability for their own development.
• Cultural fit for a fast-moving and high-performance, but also informal and non-hierarchical organisation.
Take a look at the what the requirement for this amazing job is:
• Relevant tertiary degree (B Comm/Business Management/LLB).
• Minimum 5 years’ experience in a financial services institution.
• Extensive experience in credit industry in South Africa.
• Full understanding of the National Credit Act and related Acts.
• Full understanding of the end-to-end loan origination process.
• Experience in setting incentives and promotions.
