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Product Operations Lead
2 weeks ago
Job Description
We are partnering with a market-leading financial services provider that serves as the innovation engine for one of South Africa's largest and most beloved retail groups. They are on a mission to deliver accessible and cutting-edge payment and lending solutions to millions of customers. This is an opportunity to join a dynamic, growing team at the intersection of finance, technology, and retail, making a tangible impact on the country's economic landscape.
Performance Objectives for Year One:
- Overhaul the Operational Escalation Framework: Within the first 6 months, re-engineer the existing operational escalation process. You will establish a clear framework for triage, root cause analysis, and preventative action, demonstrably reducing the volume of recurring incidents and improving resolution time.
- Establish a Robust SLA Management System: Within 9 months, develop and implement a comprehensive SLA tracking and reporting framework across the product portfolio. Your work will provide key stakeholders with clear, actionable insights into operational performance and potential risks.
- Lead and Develop a High-Performing Team: Build and mentor a high-performing team of Business Analysts and Operations specialists. Within the first year, you will establish clear performance metrics, development pathways, and foster a collaborative culture that becomes the benchmark for excellence.
- Streamline OEM Partner Lifecycle Management: Take full ownership of the end-to-end OEM (Original Equipment Manufacturer) lifecycle process. Within 12 months, you will streamline everything from onboarding and configuration to deprecation, significantly improving the integration speed and stability of key technology partners.
