Operations Manager at Reflex Solutions

We are looking for an experienced Operations Manager to join our dynamic, faced paced team. The key purpose of the Operations Manager is to be the second in charge to the Chief Operating Officer and provide sound operational leadership in all aspects of our business. The Operations Manager will take direction and lead from the COO in relation to all operational, governance, client experience and staff satisfaction vision, strategies, and growth plans for the company for both internal business and as an enabler of the businesses core product offering focus. The Operations Manager will be expected to be well-versed in current operations in relation to technology service offerings, familiar with a variety of business concepts, leadership and management, project management, productization and sales lifecycle mythologies.

Key Responsibilities

Client Service and Satisfaction (Innovation, Growth, Client Experience)

• The OPSMAN monitors the operational capacities, policies, procedures, internal governance & support systems integrity in relation to technological services provided by Reflex from a service value point of view. Here the focus is on value creation for stakeholders rather than the technology.
• Encourage, identify and implement innovative projects, initiatives or support systems that yield competitive advantage, automate repetitive workloads (streamlining), improve client and staff satisfaction.

• Monitor and report on continual improvement initiatives, performance and staff career growth and ensure compliance thereof.
• Ensure that the operational resources (Staff, hardware, software, licensing, etc.) understand and satisfy the company’s short and long-term needs.

• May engage with various vendors and/or partners to ensure they are meeting required SLAs, and that Underpinning Contracts (UCs) align completely to our client SLA, proactively to allow us to meet client SLA This also includes inter-departmental OLAs which are required to align with UCs and SLAs.
• May engage with various vendors and/or partners to ensure to identify new technologies, services or products that work in alignment to the continual service improvement life cycle of the business and/or in alignment with the business goals, objectives and strategies.
• In collaboration with various leaders and managers empower them to continually engage with vendors and/or partners with positive agendas focused on key deliverables and objectives aligned to the business and client needs and strategies, toward value creation and business success.

Quality and Control (Client Experience, staff satisfaction, Innovation)

• Take full responsibility and ownership of all operational components towards the operations and governances in relation to client services/products, ensuring its response time, service levels, capacity management, change management and relevant ITIL standards are maintained at exceptional levels, including internally benchmarked resolution SLAs and First Contact Resolution rates
• Provide and present to EXCO consistently, continually improving, updated and accurate reporting and statistics of all operations in relation to risks, client satisfaction levels, client experience performance, compliance, governance, capacity etc.
• Enforce the operational teams and leaders to apply, comply, update, and implement internal policies, control, procedures, assessments, documentation, and such in relation to the technologies supplied and used.
• Consistently review all operational policies, procedures, documentation, governance, and risks whilst identifying and innovating additional ways and means to improve on quality and control of services.

• Integrate into project management deliverables by meeting realistic deadlines to implement internal service improvement and governance projects and communicating progress proactively within the business.
• Accountable to ensure projects related to all service improvement and governance or in relation to resolving/preventing drastic risk for Reflex Solutions are completed timeously and with the correct level of quality, focus and attention.
• Ensure the provision of technical equipment and materials required for operations, and proactive planning in this regard.
• Set objectives for operations as well as implement action plans necessary for achieving set targets – Innovation.
• Ensure seamless integration of new services/systems projects and provide guidance on such implementations.

Leadership and Guidance (Staff satisfaction, Growth, Client Experience, Innovation)

• Provide strong leadership, advocating and living by our corporate values,  to empower all level of employees to become exceptional staff with the focus on their career growth, capabilities to comply and empower the internal business values, align to the key business strategies of Innovation, Client Experience, Growth and Staff Satisfaction.
• Guide, manage and lead departments to use technology profitably, effectively, and accurately toward operational efficiency.
• Engage with various leaders and managers to enforce meaningful KPI’s that align to the business strategies and continually improve, enforce, and comply to the required KPI processes.
• In collaboration with various leaders and managers empower them to assess performance in relation to technical skills or soft skills continually and effectively.
• Capitalize on stakeholders’ feedback to advise on necessary improvements and adjustments
• Have a good alignment to Emotional Quality and Social Quality to build strong and trusting relationships with various employees.
• Continually drive employee training initiatives (both technical and soft) to empower employees to achieve their career aspirations.

Profitability (Growth)

In collaboration with EXCO and managers:

• Empower the COO by providing statistical forecasting, capacity management and intelligent management of the budget thereof, without compromising on an exception client experience
• Utilize the budget to invoke, drive momentum and complete internal strategic projects with key deliverables and objectives and thus show success of such projects.
• Empower them to identify ways of revenue assurance and information accuracy.

Operational Best Practices (Client Experience, Staff Satisfaction)

• In collaboration with various leaders and managers, empower and facilitate training programs for staff throughout the organisation to enhance their skills and improve their job knowledge, in the interest of staff development, growth and succession planning. Understand the approach required to influence and motivate technical resources to deliver technically sound services – motivation and mentoring.
• Oversee and enforce the activities of Operational Managers, Supervisors, Service Delivery Managers, Quality Assurance Managers and ITIL Aligned roles like Problem and Change Managers.
• Oversees and enforces the application and compliance to internal procedures such as change management, major incident management, problem management and project management.
• Develop processes for the resolution of operational challenges and client complaints – closely related to Client Satisfaction.
• Enforce the compliance to maintain an up-to-date knowledge of relevant operational and governance policies, procedures, SOPs, Knowledgebases, etc.

Minimum Requirements

• Proven experience as a Leader or Manager or similar leadership role
  • 5 years management experience
  • 10 years in client delivery and or engagement roles
• Strong understanding and certification of ITIL and Cobalt practices
• Strong understanding of project management methodologies and practices
• Knowledge of technological trends to build strategy
• Understanding of budgets and business-planning
• Excellent communication skills
• Strong Leadership and organisational
• Strategic thinking
• Problem-solving aptitude
• Beneficial prior management and/or leadership certification