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Manager of Strategic Business Operations

1 week ago

Sandton, South Africa ClearSource Full time

ClearSource is committed to delivering exceptional customer experiences. Our Operations Manager plays a vital role in driving operational excellence, ensuring customer satisfaction, and fostering employee engagement.

Core Responsibilities
  • Define and maintain role definitions for positions under management, promoting clear expectations.
  • Develop and deliver ClearSource leadership training to new leaders, enhancing our culture of excellence.
  • Design and distribute KPI reports to track progress toward program goals, highlighting areas for improvement.
  • Maintain accurate and up-to-date information in the People Analyzer.
  • Facilitate regular meetings with direct report leaders to discuss production results, issue resolution, and performance recognition.
  • Meet weekly with each direct report leader to discuss team progress, expectations, and job satisfaction.
  • Provide coaching sessions to direct report leaders to enhance leadership skills and adhere to coaching standards.
  • Select new hires and internal promotions through interviews and/or review of recorded interviews.
  • Host quality calibration meetings with clients for programs under management, addressing identified findings.
  • Evaluate and establish expectations for Support Depts, ensuring technology, tools, and systems meet our standards.
  • Review disciplinary actions for alignment with leadership training, core values, and code of conduct.
  • Resolving client requests and escalations promptly, prioritizing urgent issues that impact business, employee welfare, or client trust.
  • Foster employee alignment with our mission through education and initiatives.
  • Enforce non-negotiables, including egregious behavior, poor communication, and unfulfilled commitments.
  • Perform additional duties as assigned.