Digicall: Operations Manager: General Management

2 weeks ago

Johannesburg, South Africa Trending-Talent Solutions Full time

**Digicall**

**Title**: Operations Manager: General Management

**Advertisement end date**: 30 November

**Location**:SA - JHB, DBN, CPT

**Summary job advert**:The Operations Manager is required to manage the business unit’s delivery of services. It will also be expected that the incumbent develops and co-ordinates DTS strategies and operations.

**Job description**:
**Role Summary**

The Operations Manager is required to manage the business unit’s delivery of services. It will also be expected that the incumbent develops and co-ordinates DTS strategies and operations; improving systems and processes; and managing staff. They will be accountable for DTS service level criteria and to ensure effective operations. To ensure on-going optimisation of staff performance, workflows, and case management system, as well as empowerment of staff. Overall, the Operations Manager will be responsible for business operations and client services.

**QUALIFICATIONS**
- Minimum: Senior Certificate or NQF level 4 equivalent,
- B Degree in an appropriate function relating to the organisation
- **Advantageous**:MBA

**EXPERIENCE**
- At least 5 years of management experience.
- At least 3 of which should be in the similar services environment.

**RESPONSIBILITIES**

**General Management**
- Clear, measurable objectives and goals communicated per team.
- Management of regional offices and all work involved in same.
- Holding monthly staff meetings with various staff members
- Ensure synergy of operations and resources in the Business Unit.
- Identify and manage organisational processes and target for optimisation.
- Compile accurate reports to show an accurate representation of the Business Unit’s performance.
- Ensure consistency in terms of signed-off and approved protocols, procedures, and requirements.
- Ensure that systems used are aligned to the Business Unit’s overall requirements.
- Ensure that the appropriate systems and controls are in place to manage resources and assets.
- Ensure that effective systems are in place to effectively access and contribute information throughout the Business Unit.
- Ensure that systems used, and procedures are competitive and understood by employees.
- Analyse statistics and data to identify gaps and improve efficiencies.
- Liaise with all role players such as own staff, clients, service providers, IT, Key Account Management, HR, Finance, etc.
- Perform administrative functions such as reviewing and writing reports, approving expenditures, enforcing rules, and making decisions about the purchase of materials or services.
- Analyze technology, resource needs, and market demand, to plan and assess the feasibility of projects.
- Review and recommend or approve contracts and cost estimates.
- Confer with senior management, organization officials, and staff members to discuss issues, coordinate activities, and resolve problems.
- Direct, plan, and implement policies, objectives, and activities of organizations or businesses to ensure continuing operations, to maximize returns on investments, and to increase productivity.
- Engagement with call centre recording company to ensure proper script and messaging is communicated and updated when needed.
- Manage and oversee the Taxi caller/requests/white labeled apps/Taxi Caller API/APP management and annual license.
- Monthly approval/assistance of all manager/call centre shifts.

**Sales Management**
- Oversee sales and marketing activities to achieve business objectives.
- Plan and assign daily workload to the sales team.
- Evaluate the performance of the sales team and provide appropriate feedback.
- Provide guidance to sales representatives in their assigned duties.
- Respond to escalated customer complaints in a timely manner.
- Develop new sales techniques for business growth and profitability.
- Understand customer needs and suggest changes in products to meet these needs.
- Address customer inquiries about services offered.
- Identify potential customers and build strong relationships with existing customers.
- Provide excellent services and ensure customer satisfaction to build a business.
- Assist in providing input to selling strategies and opportunities to increase revenue.
- Evaluate current sales processes and recommend improvements.

**National Reservations Management**
- Responsible for allocation of bookings.
- Review of Management Accounts.
- Finding ways to cut costs and maximize profits.
- Analyzing data to increase business operational efficiency.
- Co-ordinate and oversee function bookings
- Co-ordinate and oversee general bookings and cancellations
- Co-ordinate and oversee all new member onboarding and cancellations

**HR Management**
- Monitor business best practices internally and externally to the Business Unit and motivate the implementation of appropriate practices across all functions.
- Ensure that safety and health standards are adhered to and improved upon.
- Regular meetings with the management team to stimul

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