Main activities • Directing the development, implementation, and ongoing enhancement of organisational processes. • Contributing to the overall business direction and strategy by recommending improvements to customer service. • Preparing and analysing operational and management reports monitoring the effective delivery of organisational KPI's. • Reviewing financial statements, sales and activity reports and other performance data to measure productivity. Determining areas needing cost reduction and process improvement. • Managing the day to day running of the operations team. • Building relationships between the operations and support divisions and ensuring business units receive adequate operational support. • Ensuring that all customer enquiries are resolved in a timeframe that meets established service level agreements. • Building and maintaining effective working relationships with internal and external clients.
Key skills • Excellent written and oral communication skills. • Excellent customer service skills. • Strong negotiation skills. • Ability to develop and implement a system, process, or procedure for effective utilisation of resources.
Internal contacts Chief Executive Officer, Chief Financial Officer, Chief Operating Officer, Operations team, Corporate Support Functions.
External contacts Suppliers, Clients/Customers.
Typical experience 5-10+ years of operations experience, coupled with relevant tertiary qualifications.