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Research Operations Manager

4 months ago

Sandton, South Africa Discovery Ltd. Full time

Business Unit:
Discovery Health
Function:Data Analysis
Date:3 Apr 2024
About Discovery

  • Discovery's core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fastpaced and dynamic environment enables smart, selfdriven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.
    About The Service Lab
  • The Service Lab consists of a number of unique functions that serve to centralise and departmentalise various functions throughout Discovery. Our department's Vision is to be recognised as the thought leader to all areas of Discovery developing and driving best practice. The culture within the department is one of constant learning, knowledge sharing, change and innovation.
    About Discovery Research Centre
    Key Purpose: Management and development of Research Centre Operations
  • Research Centre Operations:
  • Ensure the efficient running of the Research Centre operations (Voice of the Customer) to ensure continuous world class outputs: volume, quality, reporting, insights, managing queries and meeting targets.
  • Complete ownership and development of Research Operations.
  • Support on Strategic Initiatives and Projects.

Key Outputs

  • Research Centre Operations:
  • Ensure Client perception surveys (used for incentives) are sent and captured.
  • Management of surveys across all channels (numerous and diverse).
  • Ensure all surveys are reported on.
  • Ensure the highest quality standards are maintained (we strive for "Excellence in Every Action"), including team quality management, proactive identification of issues.
  • Management of iQS objectives (good understanding of DPMO and other internal quality measures).
  • Ensure survey volumes are always optimal.
  • Ensure staff sentiment surveys are run.
  • Run Exploratory / ad hoc surveys.
  • Ensure adequate planning of work and meeting of deadlines.
  • Capacity planning and communication to clients.
  • Managing new customers / new surveys: determine channel, discuss costs, volume, timing, wording, positioning.
  • Responsibility for guiding internal customers in terms of sample size.
  • Manage and understand survey volumes across business units.
  • Understand the systems and reports used to extract data for surveys.
  • Understand the systems used to run surveys.
  • Drive Representative data stratification for surveys.
  • Ensuring rigorous processes are followed for all surveys (including marketing, compliance, operational impact).
  • Full line management responsibility of research team.
  • Project management of adhoc and regular surveys including costing and resource allocation.
  • Conduct adhoc surveys including determining cost and appropriate channels
  • Provide guidance to business areas, across all levels, regarding research bestpractice
  • Oversee all research projects to uphold ethical practices and iQS standards
  • Supporting the team with queries received
  • Driving efficiencies including the termination of surveys where appropriate
  • Support analytical work to identify deeper insight to drive continuous improvement
  • Give guidance to analysts in terms of reporting on survey results and causes of score fluctuations
  • Support the team in producing actionable insights
  • Analyse survey results and present findings in order to guide stakeholders in decision making and in support of strategic initiatives
  • Support the team with best practice advice concerning the communication of results
  • Support the team concerning insights from comments received including the analysis of emotion
  • Engaging at senior levels concerning research methodology and results
  • Rolling out of broad changes to surveys affecting staff, obtaining buy in etc
  • Good knowledge of research and Customer Experience Best Practice
  • Provide guidance to team regarding analysis and findings with the aim of skills development and career growth
  • Continuously research and test best practice including, but not limited to, research methodologies and systems
  • Up to date knowledge of the business units status in terms of delivery
  • Engage with systems where necessary concerning survey extracts and automated score capturing
  • When required, ability to assess software and websites to ensure best practice is being followed
  • Regularly engage with systems stakeholders regarding data extraction and to drive automation of surveys
  • Management of inter departmental charge outs

General

  • Instilling a sense of ownership, responsibility and accountability in the team
  • Focus on team members wellbeing, personal growth and development
  • Interact with internal teams to align on projects, including, operational teams, systems teams, Data Science team
  • Optimal use of resources to ensure high