Operations Manager

5 months ago

Johannesburg, South Africa Sanlam Full time

MiWayLife is dedicated to supporting, growing and empowering clients with affordable, simple, and suitable solutions, primarily through telephonic intermediary channels. We have approximately 100 tied sales agents, all dedicated to meeting the financial needs of our clients and prospective clients.

MiWayLife’s vision is to establish a world-class direct financial service business that seeks to:
⦁ offer its clients excellent service, superior value products, and fair treatment always;
⦁ be an employer of choice; and
⦁ be a good corporate citizen and play a meaningful role in the transformation of the Financial Services industry.

MiWayLife’s culture is values-based and is built around the pillars of Accountability, Attitude, Energy Freedom and Professionalism. We are a family of vibrant and energetic free-thinkers, constantly looking to innovate and disrupt.
What will you do?

This is a middle management position that reports directly to the COO: MiWayLife. The role is accountable for operational support through the management of technical and support functions to the business.

**Key responsibilities include**:
⦁ Provide technical support to all operational areas across MWL through:
⦁ Facilities management
⦁ IT support
⦁ Operational Support Target Setting and Tracking in collaboration with Business Development Leads Management in collaboration with Business Development Conversion Tracking in collaboration with Business Development Dialler Management MIS and Reporting
⦁ Expense and risk management
⦁ People management and leadership
⦁ Operational reporting
What will make you successful in this role?

**Qualification & experience**:
⦁ Business, marketing or Commerce degree/diploma
⦁ Operational management experience (5 years+)
⦁ Experience in financial distribution services, Strong operations experience (preferably Call/Service Centre)

**Knowledge and skills**:
**IT**:
**⦁ MS**: Office (Excel, Word, PP, Outlook)
⦁ MIS
⦁ MiNtinga
⦁ VICI-Dialler/Asterix

**Business**:
⦁ Sound financial services industry knowledge
⦁ Thorough knowledge of MiWayLife business model and strategy
⦁ Financial services product knowledge (MiWayLife and competitors)
⦁ Relevant regulatory legislation and compliance knowledge
⦁ Call centre and telephony processes and models
⦁ Sales processes, selling techniques
⦁ Sales support and processing
⦁ Business retention
⦁ Marketing and campaign management (telephony/online)
⦁ Business planning and strategy
⦁ Leads generation and management
⦁ Online / Digital marketing
⦁ Quality and Risk monitoring
⦁ Systems and process maintenance (basic)
⦁ Project management
⦁ Budgets and expense management
⦁ OHASA
⦁ People and performance management

Personal attributes
⦁ Leadership
⦁ Able to work with ambiguity and complexity
⦁ Conceptual and strategic thinker
⦁ Innovative
⦁ Sales and results focussed
⦁ Client orientated
⦁ Financial and business acumen
⦁ Good communicator, motivator and inspirer
⦁ People developer
⦁ Able to build relationships/partnerships
⦁ Sound planning and organising orientation
⦁ Quality orientation
Qualification and Experience Degree with 1-6 years related experience Knowledge and Skills Monitoring work procedures, preparing work schedules and expediting workflow. Manages Operations procedures and processes including SLA's Employee management and leadership Execute the required corporate governance and risk management Budgets and expense controls/reporting Personal Attributes Interpersonal savvy - Contributing through others Decision quality - Contributing through others Plans and aligns - Contributing through others Optimises work processes - Contributing through others Build a successful career with us
We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realize their worth. Core Competencies Cultivates innovation - Contributing through others Customer focus - Contributing through others Drives results - Contributing through others Collaborates - Contributing through others Being resilient - Contributing through others Turnaround time

MiWayLife is committed to transformation and embracing diversity and our employment equity plan and targets will be considered as part of the recruitment process. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities.

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