Strategy Formulation and Execution:
Execute operations strategy, guided by leading practice, to meet the operational requirements of the customer and all functional heads
Ensure alignment between corporate strategy, In-Country strategy, customer strategy and brand portfolio
Business Management:
- Oversee the delivery of a seamless high-quality service across the region’s operations function
- Identify, evaluate and drive innovative operational excellence and continuous improvement across the operations function to ensure enhanced operational performance
- Drive the digitalisation of the Customer function by streamlining and innovating business processes to enhance efficiency
- Plan and coordinate demand across the operations function, including events, projects and other operations oriented activities
- Monitor all aspects of the customer journey and Customer function operational touch points in real time and enable the ability to respond timeously
- Interface into all external business areas to ensure alignment and that the Operations function’s requirements are catered for in Enterprise rollouts
- Manage, Coordinate and implement best practice testing disciplines across all systems at corporate and In-country.
- Manage any new system rollouts for the region, including operational readiness plans.
- Implement proactive monitoring capability across all systems that’s impacting the business to proactively detect any system performance that will impact the customer journey.
Stakeholder Management:
- Build and manage sustainable business relationships at all levels internally, and within the external account.
- Interface into all external business areas to ensure alignment and that the Operations function’s requirements are catered for in Enterprise rollouts
Compliance/Risk and Budget Management:
- Drive a culture of proactive compliance in the function.
- Monitor compliance in terms of all statutory requirements.
- Ensure budgets, plans and forecasts are managed and tracked periodically and use these inputs to proactively identify business opportunities and / or challenges
People Management:
- Manage team members to ensure effective delivery of business unit objectives.
- Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
- Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
- Interview and recruit new members of the team, including determining appropriate compensation levels with input from HR
- Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
- Review and update the department’s organisation structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member.
- Approve leave requests for team members and create leave plan to ensure adequate coverage.
- When required, initiate disciplinary processes for team members calling on support from HR when required.
- Resolve grievances raised by team members and escalate only if required.
- Address poor performance of any team member through the formal Performance Improvement programme and ensure that continued poor performance is appropriately dealt with.
- Motivate team members and ensure that their efforts are recognised
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