ROLE PURPOSE 

• This key Operational role acts as 2IC to the Operational Director, supporting and optimizing operational performance, driving strategic initiatives, and ensuring seamless day-to-day running of the department. As a trusted advisor, you will lead specific projects and functions, serving as a key decision-maker in the Operations Director’s absence. 

Job description 

The successful candidate will be responsible amongst others for the following key responsibilities:  

•  Partner with each divisional Head of Department (HOD) to translate the strategic objective into a tangible operational plan, providing guidance on actions required, timelines and success measures. 
• Oversight on the execution of key responsible and task required by the HODs 
• Monitor and evaluate the effectiveness of operational & strategic objectives on an ongoing basis 
• Create the mechanisms and the culture to share best practices across the D&G estate, ensuring that the best practices are well embedded into the operations 
• Distil key messages to the HODs, aligning communication/documents and briefing notes where appropriate  
• Act as client liaison by understanding the client requirements and facilitating the information necessary to the operations team.  
• Consolidate the data and narrative necessary for client meetings as per the required schedule in partnership with the divisional HOD
• As a subject matter expert, act as a trusted advisor to the HOD and Operations Director providing guidance and insight on Operational best practices. 
• Analyse the available data and provide detailed insights and recommendations to strengthen the operations 
• Lead on strategic and operational projects providing ongoing project updates to the project owner 
• Drive continuous improvement initiatives by partnering with operations and support departments to enhance existing processes, increase productivity and drive consistent performance  
• Contribute towards the departments strategic plan with the aim of achieving the required client deliverables. 

 EXPERIENCE 

• 5 years senior operational experience ( BPO or equivalent ) 

QUALIFICATIONS 

• Grade 12 
• Management or related qualification (advantageous) 

Essential skills 

• Excellent written & Verbal Communication 
• Demonstrates strong leadership capability  
• Able to make decisive well thought of decisions  
• Results orientated with a strong focus on execution  
• High proficiency in data analysis and operational performance metrics  
• Ability to distil strategic plans into operational plan  
• Able to prioritise multiple projects, task and activities at any given time 
• Collaborative Approach with all stakeholders