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Business Operations Manager

1 week ago

Sandton, South Africa ClearSource Full time

ClearSource is passionate about delivering exceptional customer experiences. Our Core Values drive our approach to business operations, ensuring a focus on customer satisfaction and employee engagement.

Job Description

We are seeking an exceptional Operations Manager to join our team. As a strategic leader, you will oversee the operations of lines of business under management, driving financial goals while ensuring employee engagement.

  • Draft and/or review role definitions for all positions under management on a quarterly basis to set and communicate expectations.
  • Conduct ClearSource leadership training for new leaders and regularly review this model with all leaders under management.
  • Design and promote high visibility of key performance indicator (KPI) reports which monitor progress toward program goals for production- and supervisor-level staff.
  • Update the People Analyzer for direct reports weekly.
  • Conduct a weekly team meeting with direct report leaders to review production results, perform root cause analysis and resolution of issues, and identify opportunities to recognize good performance.
  • Conduct a weekly one-on-one meeting with each direct report leader to review and discuss the progress of their team, ensure alignment of mutual expectations, and assess and improve job satisfaction.
  • Conduct a weekly coaching session with each direct report leader to assess and improve their leadership skills, including their adherence to the standard practice for coaching sessions.
  • Oversee the selection of new hires and internal promotions through interviews and/or review of recorded interviews.
  • Conduct a weekly quality calibration meeting with each client for programs under management and own the resolution of findings identified.
  • Establish and measure expectations of Support Depts: Assess the efficacy of technology, tools, and systems, communicating any opportunities to the IT department or client as needed. Monitor onboarding and offboarding practices to ensure support departments follow the company's standard processes for such activities. Assess the efficacy of training efforts and provide feedback to the Learning and Development department to close gaps in knowledge and skill. Assess the efficacy of recruiting efforts and provide feedback to the Recruiting department regarding candidate criteria and selection.
  • Review all disciplinary actions to ensure alignment with principles taught in the company's leadership training program, the ClearSource Core Values, and the ClearSource Code of Conduct.
  • Handle the resolution of client requests and escalations in a timely manner. Escalate with urgency any disruptions to business, issues negatively affecting employee welfare, or situations that might lead to client distrust.
  • Align employees around our mission through education and initiatives.
  • Non-negotiables: Egregious behavior, not immediately getting a supervisor on the line when one is requested, promising a callback and not doing it, not creating a case, not troubleshooting, not contacting the dealer to ask for their authorization to create a service dealer work order.
  • Perform other duties and responsibilities that may be assigned from time to time.