Healthy Company Operations Manager at Discovery Limited

Key Purpose of the role

• The Operations Manager is responsible for leading the operational delivery of the Healthy Company division, ensuring service excellence, operational efficiency, compliance, and stakeholder satisfaction. The role provides leadership to operational teams, drives continuous improvement initiatives, and ensures the successful execution of divisional objectives in line with business strategy.

Areas of responsibility may include but not limited to
The successful applicant will be responsible for but not limited to the following job functions:

• Lead and manage daily operations of the Healthy Company division to ensure service delivery targets, operational performance targets and business objectives are achieved.
• Monitor and manage service level agreements (SLAs), operational metrics, turnaround times and quality standards.
• Implement operational plans aligned to divisional business objectives and operational requirements.
• Lead operational improvement initiatives to increase efficiency, service quality and customer experience.
• Identify, assess and mitigate operational risks and implement corrective actions where required.
• Manage process improvement and business process automation initiatives.
• Oversee operational governance activities and ensure compliance with company policies, regulatory requirements and internal controls.
• Prepare and present operational reports, performance reports and management reports to business stakeholders.
• Analyse operational data and performance trends and conduct root cause analysis to identify improvement opportunities.
• Manage stakeholder relationships with internal business units, external partners, clients and service providers.
• Lead operational meetings, governance forums and stakeholder review meetings.
• Manage operational escalations and ensure timely resolution of service delivery issues.
• Lead, coach and develop Team Leaders and operational teams.
• Monitor team performance, employee engagement, capability development and succession planning activities.
• Support workforce planning, resource allocation and capacity management activities.

Personal Attributes and Skills

• Living the Discovery values
• Presentation and reporting skills
• Proficiency in Microsoft
• Excellent verbal communication skills
• Ability to work under tight deadlines and pressure
• Problem solving by identifying key issues and relationships
• Strong knowledge of Discovery processes and policies

Education and Experience

• National Senior Certificate (Matric)
• Bachelor's Degree in business/ relevant degree
• Degree in Clinical Psychology from an accredited institution (advantageous)
• Minimum 3-5 years’ experience managing operational teams
• Minimum 3 years experience in operations management, service delivery management or business operations
• Experience managing service level agreements (SLAs), operational metrics and performance targets
• Experience leading people, Team Leaders or supervisory teams
• Intermediate Microsoft Office skills (Word, Excel and PowerPoint)