Our client is seeking an Assistant Operations Manager to join their team in Bryanston.
Job Specifications and KPIs:
The Organisation's Operations need to ensure the seamless running of each department within the company to secure the overall profitability of the Organisation through our client-centric DNA and strong supplier relationships.
Considering the above, the position requires per-department intervention to implement strategic processes, resolve issues experienced and a strong reporting function to isolate potential business risks.
Facilitates communications across business functions and resolves problems when required to ensure that issues encountered by team members are resolved efficiently.
Oversees the quality of communications and work of client Service Providers and internal facing colleagues and implements initiatives to refine existing processes and procedures, as required, driving ownership of outcomes to reinforce desired business objectives.
Oversees day-to-day operational activity of the organisation, and monitors workflow within the departments assigning tasks to respective role-players managing and prioritizing own workload and team's workload to maintain service standards and high-quality outcomes.
Oversees the customer care complaints management system and manages/addresses escalated calls, complaints, questions, and queries, as necessary.
Monitors, measures, analyses and develops reports on team productivity, colleague performance and KPI performance against targets and conducts regular one-on-one and team meetings to ensure that staff adhere to assigned schedules and performance expectations.
Ensures the Operations team meets Service Level Agreements (SLA), Key Performance Indicators (KPI) and business objectives.
Provides daily leadership to staff within the operations and overall team and provides overall leadership advice to team leaders.
Job Description Duties:
- Analyze processes in the business and propose and implement improvements where gaps are identified.
- Understand Business-to-Business VAP's value-added products and services to the insurance industry.
- Work with the Team Leaders in different departments to manage and support workloads and escalate issues where necessary to avoid failures in The Organisation's services.
- Complete direct reports reviews and support their development and progress with their teams.
- Ensure that the team provides an effective and efficient service function to customers to enhance our reputation as a truly customer-focused team.
- Respond positively to the goals of the team and actively add to the success of the overall department.
- Meet regularly with the Senior Management team to discuss issues and ideas.
- Manage all aspects of the organization under remit such as new client conversions, ad hoc projects, compliance audits, fund releases, data cleanse projects SLA reporting etc.
- Provide operational input and advice into projects both internally and to clients and work with the project teams to ensure that functional requirements are validated and sustainable.
- Always display flexibility and adaptability in response to the challenging, changing environment.
- Delivery of monthly service reporting to clients and/or relevant teams.
- Confidently meet with clients and put forward solutions for issues or new ideas.
- Building and developing positive customer and business relationships.
- Attend client sites for meetings as required.
Ideal Candidate:
- Essential Offering deep industry experience in areas as diverse as VAPs, Insurance, Mobile App Development, WhatsApp development projects, Loyalty and Reward programmes, and Operations.
- Experience in Short Term Insurance Industry.
- Demonstrate an understanding of responsibilities within the Financial Services Industry.
- Good verbal reasoning and numeric skills.
- Good communication skills, both written and verbal.
- Bachelor's degree in business or related field or an equivalent combination of education and experience required.
- 3+ years of experience in business operations management or related fields required.
- Experience in project management, leadership, budgets, profit & loss, employee supervision, customer service, and conflict resolution required.
- Sales experience in the service industry preferred.
- Multi-unit franchise operations or strategic business planning experience preferred.
- Valid, permanent driver's license.
- Business and financial acumen.
- Strategic and innovative thinking skills.
- Project management, organization, multi-tasking and prioritization skills.
- Coaching and influencing skills.
- Executive presence with the ability to speak publicly (e.g., facilitation of workshops, training sessions, and large group settings).
- Proficiency in Microsoft Office applications (e.g., Word, Excel, PowerPoint).
- Ability and willingness to travel as needed for the business unit, including overnight.
Operations Manager Expectations:
- Client Management: Manage day-to-day interactions with executive clients.
- Business Development: Develop and maintain contact with top decision makers at key clients; organize and lead pursuit teams; participate and lead aspects of the proposal development process; contribute to the development of proposal pricing strategies.
- People Development: Perform the role of counsellor and coach; provide input and guidance into the staffing process; actively participate in staff recruitment and retention activities; provide leadership and support for delivery teams and staff throughout the whole organization.
- Ability to work independently, and manage engagements or parts of large engagements.
- Strong oral and written communication skills, including presentation skills.
- Strong problem-solving and troubleshooting skills with the ability to exercise mature judgment.
- Willingness to mentor junior staff.
- An advanced degree is preferred.
- Manages the day-to-day activities and performance of a group of Business Development consultants within an assigned region.
- Performs business evaluations, tracks and facilitates progress by gathering and analyzing data, and makes recommendations, building commitment, and overcoming objections.
- Facilitates learning and sharing of best practices in a wide variety of formats, including group presentations and face-to-face training.
- Ensures full brand standards compliance with all products, equipment, tools, operating systems, processes, and initiatives to promote operational excellence and superior customer experiences.
- Provides action plans with timing to resolve any system noncompliance and performs field audits for quality assurance.
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