Assistant Operations Manager

2 weeks ago

Johannesburg, Gauteng, South Africa Profession Hub Full time

Our client is in search of an Assistant Operations Manager to become part of their team located in Bryanston.

Job Requirements and Key Performance Indicators:

  • The Operations of the Organization must ensure the smooth operation of each department to guarantee the overall profitability of the Organization through our client-centric DNA and robust supplier relationships. With this in mind, the role demands department-specific interventions to establish strategic processes, address encountered issues, and a robust reporting mechanism to identify potential business risks.
  • Foster communication across business functions and resolve challenges promptly to ensure efficient resolution of team members' issues. Supervise the quality of communications and tasks of client Service Providers and internal colleagues, and introduce initiatives to improve existing processes and procedures, driving accountability for outcomes to support desired business goals.
  • Supervise the day-to-day operational activities of the organization, monitor workflow within departments, assign tasks to relevant team members, manage and prioritize workloads to uphold service standards and deliver high-quality results.
  • Manage the customer care complaints system and handle escalated calls, complaints, questions, and inquiries when needed.
  • Track, assess, analyze, and generate reports on team productivity, colleague performance, and KPI performance against targets. Conduct regular one-on-one and team meetings to ensure staff adherence to assigned schedules and performance expectations.
  • Ensure the Operations team meets Service Level Agreements (SLA), Key Performance Indicators (KPI), and business objectives.
  • Offer daily guidance to staff within the operations and the overall team, providing leadership advice to team leaders.

Job description Responsibilities:

  • Analyze business processes and suggest and implement enhancements where shortcomings are identified.
  • Comprehend Business-to-Business VAP's value-added products and services to the insurance field.
  • Collaborate with Team Leaders in various departments to handle and support workloads, escalating issues when necessary to prevent service failures within the Organization.
  • Manage direct reports' reviews and support their development and progress within their teams.
  • Ensure the team delivers an effective and efficient service to customers, enhancing our reputation as a customer-focused team.
  • Embrace team objectives positively and contribute actively to the department's success. Engage regularly with the Senior Management team to address issues and exchange ideas.
  • Manage all aspects of the organization under remit as needed, such as new client conversions, ad hoc projects, compliance audits, fund releases, data cleanse projects, SLA reporting, etc.
  • Offer operational insights and advice for projects internally and externally, collaborating with project teams to validate functional requirements and ensure sustainability.
  • Demonstrate flexibility and adaptability in response to challenging, evolving environments consistently.
  • Provide monthly service reports to clients and relevant teams.
  • Meet with clients confidently and propose solutions for issues or new concepts.
  • Cultivate and foster positive customer and business relationships.
  • Attend client meetings on-site as necessary.
  • Contribute to product strategy and development.

Ideal Candidate:

Essential

  • With extensive industry experience covering VAPs, Insurance, Mobile App Development, WhatsApp development projects, Loyalty and Reward programs, and Operations, we prioritize clients' needs while exploring emerging trends and market shifts.
  • Experience in the Short Term Insurance Industry
  • Demonstrate comprehension of roles within the Financial Services Industry.
  • Possess good verbal reasoning and numeric abilities.
  • Excellent written and verbal communication skills.
  • Bachelor's degree in business or related field, or an equivalent mix of education and experience.
  • 3+ years of experience in business operations management or related areas.
  • Proficiency in project management, leadership, budgets, profit & loss, employee supervision, customer service, and conflict resolution.
  • Preferred background in sales within the service industry.
  • Experience in multi-unit franchise operations or strategic business planning is advantageous.
  • Hold a valid, permanent driver's license.
  • Possess business and financial acumen along with strategic and innovative thinking.
  • Demonstrate skills in project management, organization, multitasking, prioritization, coaching, and influence.
  • Exhibit executive presence and public speaking abilities, facilitating workshops, training sessions, and large group settings.
  • Proficient in Microsoft Office applications (e.g., Word, Excel, PowerPoint).
  • Willingness to travel as needed for business purposes, including overnight stays.

Expectations for Operations Manager:

  • Client Engagement: Handle day-to-day interactions with executive clients.
  • Business Growth: Cultivate and nurture relationships with key clients' top decision-makers; lead pursuit teams; contribute to proposal development and pricing strategies.
  • Staff Development: Act as a mentor and coach; provide input into staffing processes; participate actively in staff recruitment and retention; provide leadership and guidance for delivery teams and staff across the organization.

Moreover, the ideal candidate should possess the following preferred skills:

  • Ability to work independently and oversee engagements or portions of large engagements.
  • Strong oral and written communication skills, including effective presentation abilities.
  • Strong problem-solving and troubleshooting skills, with mature judgment.
  • Willingness to mentor junior staff members.
  • An advanced degree is desirable.
  • Lead and evaluate the activities and performance of a group of Business Development consultants in a designated region.
  • Conduct business assessments, monitor progress by collecting and analyzing data, make recommendations, build consensus, and address objections.
  • Promote learning and exchange of best practices through various means, including group presentations and in-person training.
  • Ensure adherence to brand standards across all products, tools, systems, processes, and initiatives to uphold operational excellence and deliver exceptional customer experiences.
  • Develop action plans with defined timelines to address any system noncompliance and conduct field audits for quality assurance.

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