Pretoria: Operations Manager posted by Numeral Financial Services Group

About the Role

Are you driven by reaching targets and ensuring sales growth? Do you coach and mentor your team to ensure targets are met? Do you drive operations in an efficient and effective manner? Then you are our Operations Manager. This role plays an integral part in our team, as you will be responsible for the operations function within the Call Centre environment, ensuring targets and goals are reached and providing coaching/mentoring where required.

Key Responsibilities

• Ensure all operations are carried on in an appropriate, cost-effective way;
• Improve operational management systems, processes, and best practices;
• Formulate strategic and operational objectives;
• Examine financial data and use them to improve profitability;
• Perform quality controls and monitor production KPIs;
• Recruit, train, and supervise staff;
• Find ways to increase the quality of customer service;
• Communicate job expectations, planning, monitoring, appraising, and reviewing job contributions;
• Plan and review compensation actions;
• Contribute operations information and recommendations to strategic plans and reviews;
• Prepare and complete action plans;
• Implement production, productivity, quality, and customer-service standards, resolve problems, complete audits, identify trends;
• Forecast requirements, prepare an annual budget, schedule expenditures, analyze variances, initiating corrective actions;
• Develop operations systems by determining product handling and storage requirements;
• Develop, implement, enforce, and evaluate policies and procedures;
• Develop processes for receiving products etc.
• Analyze and improve organizational process and workflow, employee, and space requirements, and implement changes;
• Accomplish operations and organization mission by completing related results as needed;
• Meet or exceed operations expectations;
• Manage staff levels, wages, hours, contract labor to revenues;
• Responsible for all department managers and supervisors, with review/approval responsibility for all operations employees;
• Manage relationships with key operations vendors;
• Review and approve all operational invoices and ensure they are submitted for payment;
• Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints;
• Work closely with CEO and management team to set and/or implement policies, procedures, and systems and to follow through with implementation;
• Communicate all operating policies and/or issues at department meetings.

Requirements

Ability to think outside the box, be open-minded and combine ideas to find the best solutions.

Interact comfortably with a diverse group of people and forge mutual beneficial relationships with all stakeholders.

Conflict and people management.

Organised and dependable.

Excellent verbal and written communication that provides concise and relevant information.

Confident in presenting ideas and way of working to team and other colleagues through facilitation of own prepared training.

Interpretation of data with an affinity for numbers in order to create logical and valuable analysis for decision-making.

Making clear-cut decisions at the right time with the appropriate amount of information while staying flexible and adjusting to changing factors, conditions, and environments.

Able to cope with setbacks and resist, absorb, and recover from adversity or change pretty much take things in your stride.

Manage multiple responsibilities at once by focusing on one task while keeping track of others.

High performer in a fast-moving and high-demand pressure environment, but also informal and non-hierarchical.

Negotiation skills and stress tolerance.

Critical Thinking and Problem-Solving Skills.

Project Management and business management.

Financial and HR related acumen.

Salary & Benefits

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