Operations Executive ( Consumer Research industry) at IQbusiness

Position Overview:

• The Operations Executive provides customer support to internal stakeholders as well as external clients, through the set-up, administration and maintenance of projects and solutions executed through various software applications.
• The core tasks in which the Operations Executive is involved in, include programme and project set-up, survey authoring, survey testing, survey deployment, sample list preparation, data table set-up, data analysis as well as client support, training, and other general operational tasks.
• The Operations Executive forms part of the Production Team [and broader Operations Team] and is an integral part of the process of uncovering and delivering Market Research insights.  

Requirements:

• Recognized post-matric qualification -  Computer Science or related field [programming].
• Market Research qualification or at least two [2] years’ experience within an organisation conducting Market Research.
• Two [2] years plus experience in a Market Research “operations” role which includes experience in survey scripting, survey deployment, monitoring, and data analysis.
• Knowledge of, and ability to use research and sample platforms [for e.g., but not limited to: Alida; Maru; Alchemer; Survey Monkey; Dooblo etc.]
• CSS / HTML experience is advantageous.
• Proficient in Microsoft and Office tools; specifically, MS Teams, MS Outlook, SharePoint, Excel, PowerPoint, and Word.

Roles and responsibilities:

Client and Stakeholder Support [provide support to internal stakeholders and clients in a demanding dynamic environment]

• Works closely with Account Directors, Research, Sample Operations and Analytics and Automation Teams to ensure alignment on survey, sample, analysis requirements and timelines.  
• Supports Research and Account Directors in fostering strong relationships with self-service and assisted-service clients through providing training and ongoing support in the effective use of Insight Community and other research solutions.

Project Ownership and Management [effective daily management and execution of operational tasks]

• Work as part of a Team, using shared project plans and deadlines to ensure on-time delivery within agreed internal and client SLA’s.
• Make use of organisational project management software to provide progress updates and support effective project management for on-time delivery.
• Be aware of, and work within, defined client and operational budgets, driving cost-and timesaving in all areas whenever possible.

Operational Tasks [carry-out tasks related to the operational execution and delivery of market research activities]

• Understanding and operational interpretation of client needs [with the support of Account Directors and Research].
• Setting up platforms, programmes, solutions, and projects from an operational, technical perspective.
• Survey scripting, including custom scripting to achieve specific complex survey requirements.
• Survey testing and test data checking [prior to deployment].
• Survey deployment and survey reminders [using e-mail, SMS, and other channels as relevant].
• Sample preparation [including list cleaning], uploads and management.
• In platform, live and reporting table set-up based on Research and client specifications.
• Survey data exports and data preparation [cleaning].
• Insight Community and Panel management activities.
• Insight Community and Panel Member Health-related activities.
• Processing airtime and other relevant incentives | rewards.
• Conducting lucky draws.
• Assisting Account Managers and Support Executives in community member, panel member or research participant query resolution.
• Stakeholder and client training on the Research platforms used.
• Resolving any client, internal or participant queries related to a survey or platform.

Quality, Processes, and Improvements [apply quality in all tasks to ensure consistent, on-time quality deliverables]

• Demonstrate a “quality-in-all-I-do”, customer-centric and collaborative approach to performing tasks.
• Be aware of, and follow, operational procedures and quality checks.
• Share in problem resolution through demonstrating an eagerness to learn and through the effective sharing of lessons learned with Team members.

Internal Administration [apply importance to the completion of internal administrative tasks]

• Set-up and maintain project and Team-specific documentation.
• Monthly tracking of all project-related tasks for the purpose of reporting on personal operational metrics.
• Participate in the review, piloting, and recommendation of any “fit-for-purpose” systems, software or hardware as identified by the Operations Team Leader or Operations Director.
• Play an active role in the successful implementation of any new systems, platforms, solutions, or processes.
• General knowledge of conducting online market research
• General and technical problem-solving abilities
• Project management skills
• Approachable “go-to” person
• Adaptable
• Analytical thinker
• Attention to detail
• Process oriented approach to work
• Customer-focused
• Time management skills
• Strives for service delivery excellence
• Effective at multi-tasking
• Effective communication skills