Operations Manager

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Job Description

To analyze and improve organizational processes, systems and work to improve quality, productivity, and efficiency at Ziyana Business Consulting and Training in order to effectively service our clients.

Location:

Centurion, Johannesburg, South Africa

Responsibilities

ROLES AND RESPONSIBILITIES:

Operations

· Provide leadership on the operational functions (L & D, Talent Sourcing, Leadership Capacity, Organisational Design and Special Projects).
· Development and implementation of operational strategies geared towards the enhancement of processes and systems.
· Provide leadership to the team in developing methodologies for monitoring business performance and customer behaviour.
· Strategic responsibility for quality services delivery and business retention.
· Guide the team and the business on the adoption of appropriate and commercially viable client retention interventions – analyse business churn
· Build & maintain strategic partner relationships at a decision-making level, both internally and externally
· Contribute to client relationship management to achieve company strategic objectives
· Proactively develop strategic action plans for each department.
· Establish a functional scorecard to report progress made against strategic objectives.
· Contribute to achieving the growth targets and profit goals of the company by delivering on the short and long term contracted financial and operational goals of the function.
· Maintain sound governance and business management practices.
· Ensure that there are adequate internal controls to safeguard that the strategies, policies and processes of the company are met.
· Improve levels of operational efficiency & delivery in the business environment.
· Provide strategic direction on the required technology solutions needed to deliver on the business goals and enhance service delivery.
· Manage change effectively.
· Ensure that appropriate human capital management and transformation practices are in place and followed to support the delivery of the objectives of the company
· Contribute at an executive level to the growth ambitions of the company as a whole

Health and Safety

· Promote & maintain awareness and compliance of H&S in accordance with best practice and legal requirements.
· Foster an environment that supports an engaged safety culture.
· Manage the design of processes to ensure a safe, clean, and orderly work environment.
· Maintain a professional, safe and clean office at all times.

Legal/ Statutory Compliance

· Ensure that Ziyana is always up to date with all relevant industry statutory compliance.
· Maintain documentation and ensure compliance with existing statutory bodies, especially accreditations, professional bodies that the company belongs to.

Customer Service

· Improve quality of service to our clients
· Ensure the implementation of the customer value proposition and continuously monitor its impact on customers.
· Develop and integrate the road map with stakeholders within the company to deliver a holistic customer service experience for the customer.
· Utilise the capabilities within the company to deliver an overall experience to the customer that is seamless.
· Develop a clear value chain between acquisition, servicing and growing the customers.
· Develop a strategy including how it would commercially work and deliver value both from a growth and service point of view
· Facilitate the delivery of Customer Journey maps.
· Ensure client progress reports are sent out on a monthly basis.

Qualifications

Qualifications, Skills and Experience:

Grade 12
· Diploma or Degree in Business Management, Project Management, Leadership Development, Operations Management, Industrial Psychology
· Minimum 5 years’ experience in Operations Management, Business Managemen, Project Management and Human Capital.
· Driver’s license in essential
· Own Car is essential
· Computer Literate and high proficiency in MS Packages
· Strong verbal and written communications
· Attention to detail
· Ability to handle pressure and meet deadlines
· Interpersonal and team building skills
· Time Management Skills
· Customer Services Skills