Job Specifications and KPA’s – Operations Manager

The One Loyalty Operations Manager needs to ensure the seamless running of each department within the company to secure the overall profitability of One Loyalty by ensuring strong client centric focus and equally strong supplier relationships. In light of this, the position requires per department intervention to implement strategic processes, resolve issues experienced and a strong reporting function to isolate potential business risks. One Loyalty works with clients across the Insurance sector both National and International, applying next generation solutions to improve all aspects of our clients businesses.

The Operations Manager will be responsible to facilitate communications across business functions and resolves problems when required to ensure that issues encountered by team members are resolved efficiently. The Operations Manager will oversee the quality of client communications and daily deliverables by the teams and work towards implementing sustainable initiatives to refine existing processes and procedures, as required, driving ownership of outcomes to reinforce desired business objectives.

The Operations Manager will also oversee day to day operational activities of the organisation, and will be responsible to monitor workflow within the departments, assigning tasks to Senior Operations Executives, managing and prioritizing their own and the teams workload to maintain service standards and high quality outcomes.

Leads and/or participates in stakeholder engagement sessions and works in partnership with brokers and/or service providers on identified initiatives to improve clients experience and to ensure an understanding of the needs and expectations of clients.

Oversees the complaints management system and manages/addresses escalated calls, complaints, questions and queries as necessary. Produces and processes complex and confidential documentation when required including: invoices rebilling and related policy documentation, quotations, utilization reports and adjustment calculations, information and documentation for client meetings, up to date computer system records on the server, current and outstanding documentation, client contract and addendum follow-ups and all other documentation.

Liaises with Compliance to restrict breaches and works to ensure emerging risks are identified, assessed, and reported in line with business procedures and operational controls are working to an effective standard and monitored.

Monitors, measures, analyzes and develops reports on team productivity, colleague performance and KPI performance against targets and conducts regular one-on-one and team meetings to ensure that staff adhere to assigned schedules and performance expectations.

Provides "manager once removed" (MOR) leadership to staff within the Operations team and provides overall leadership advice to team leaders.

Job description Duties:

• Analyze processes in the business and propose and implement improvements where gaps are identified.
• Analyze and sign off on business reporting (internal and client facing) where you are privy to such reports / the team you manage produces such reports.
• Assess risks in the business propose and implement changes to avoid risk as far as possible.
• Support the Head of Finance, MD and Operations Executive with financial processes where it impacts on the business including a) re-billing b) declarations c) invoices
• Have an understanding of Business to Business VAP’s Value added products and services to the insurance industry.
• Work with the Team Leaders to manage and support workloads and escalate issues where necessary to avoid failures in One Loyalty’s services
• Staff - complete direct reports reviews and support their development and progress with their teams
• Provide progression plans to support individuals with their career development focusing on future roles, growth, training and to support succession planning
• Monitor staff needs, turnover, recruitment and retention
• Identify Learning and Development needs for direct reports and team.
• Act as an escalation point on complex issues for the complains/ assist department
• Ensure that the team provides an effective and efficient service function to customers to enhance our reputation as a truly customer focused team
• Respond positively to the goals of the team and actively add to the success of the overall department. Meet regularly with the Senior Management team to discuss issues and ideas
• Is responsible, where required for managing all aspects of organization under remit such as new client conversions, ad hoc projects, compliance audits, fund releases, data cleanse projects and SLA reporting etc.
• Provide operational input and advice into projects both internally and to clients and work with the project teams to ensure that functional requirements are validated and sustainable
• Display flexibility and adaptability at all times in response to the challenging, changing environment
• Support IT to provide them with a clear understanding of the organizations expectations and eco system and monitor closely
• Delivery of monthly service reporting to clients and / or relevant teams
• Confidently meet with clients and put forward solutions for issues or new ideas
• Ensure continuity, consistency and quality of service delivery to clients and teams
• Accountable for ensuring that as part of the One Loyalty Management team you are aware of how individual objectives link to the Corporate Goals and support these
• Building and developing positive customer and business relationships
• Analysis of problems and make decisions on solutions. Analysis of complex issues/solutions and escalate to senior management for review
• To assist with audits (internal and external) and ensure relevant findings are acted on
• Attend client sites for meetings as required
• Act as a referral point for senior associates and expert associates
• Respond positively to the goals of the team and RIS, support colleagues, and actively add to the success of the Operations team
• Product strategy and development
• Sales and marketing optimization
• Improved inforce management
• Legacy processes streamlining
• Core technology replacement support
• Operating model enhancement
• Claims operations improvement
• Supporting change management
• To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed.
• Actively contribute to the team workings patterns

Ideal Candidate:
Essential

• Offering deep industry experience in areas as diverse as VAP’s, Insurance, Mobile App development, Loyalty and Reward programmes, and Operations, we provide clients with a focus on their customers whilst discovering new trends and market shifts.
• Experience in Short Term Insurance Industry
• Demonstrate an understanding of responsibilities within the Financial Services Industry
• Good verbal reasoning and numeric skills
• Good communication skills, both written and verbal
• Bachelor’s degree in business or related field or an equivalent combination of education and experience required. Master’s degree preferred.
5+ years of experience in business operations management or related field required
• Experience in project management, leadership, budgets, profit & loss, employee supervision, customer service, and conflict resolution required
• Sales experience in the service industry preferred
• Multi-unit franchise operations or strategic business planning experience preferred
• Valid, permanent driver’s license from state of residence and a clean driving record, defined as no DUI- related violations within the past 5 years and no more than three moving violations within the past three years, is required
• Business and financial acumen
• Strategic and innovative thinking skills
• Project management, organization, multi-tasking and prioritization skills
• Coaching and influencing skills
• Executive presence with the ability to speak publicly (e.g. facilitation of workshops, training sessions, and large group settings)
• Proficiency in Microsoft Office applications (e.g. Word, Excel, PowerPoint)
• Ability to review financials and key metrics and determine corrective course of action
• Ability and willingness to travel as needed for business unit, including overnight

Operations Manager expectations:

• Engagement Management: Lead engagement planning and budgeting; mobilize and manage engagement teams; define deliverable structure and content; facilitate buy-in of proposed solutions from top management levels at the client; direct on-time, quality delivery of work products; manage engagement economics; manage engagement risk
• Client Management: Manage day to day interactions with executive clients
• Business Development: Develop and maintain contact with top decision makers at key clients; organize and lead pursuit teams; participate and lead aspects of the proposal development process; contribute to the development of proposal pricing strategies
• Develop practical solutions and methodologies; assist in developing "thoughtware" and "point- of-view" documents; participate in public speaking events.
• People Development: Perform role of counsellor and coach; provide input and guidance into the staffing process; actively participate in staff recruitment and retention activities; provide leadership and support for delivery teams and staff throughout the whole organization
• A minimum of 6 years industry experience is required.
• A Bachelor's Degree is required.

In addition, successful Managers will also have the following preferred skills:

• Ability to work independently, manage engagements or parts of large engagements.
• Strong oral and written communication skills, including presentation skills
• Strong problem solving and troubleshooting skills with the ability to exercise mature judgment.
• Willingness to mentor junior staff.
• An advanced degree is preferred.
• Manages the day to day activities and performance of a group of Business Development consultants within an assigned region.
• Drives revenue growth by developing annual sales, marketing, and financial plans for each franchisee.
• Performs business evaluations, tracks and facilitates progress by gathering and analyzing data, and makes recommendations, building commitment, and overcoming objections.
• Provides training and advises franchisees on evaluating and reacting to financial analysis tools, such as profit and loss statements, balance sheets, cash flow reviews, financial key performance indicators, pricing strategies, etc.
Identifies business needs and opportunities to improve performance and growth by leveraging company
• Operating systems or resources.
• Facilitates learning and sharing of best practices in a wide variety of formats, including group presentations and face-to-face training.
• Ensures full brand standards compliance with all products, equipment, tools, operating systems, processes, and initiatives to promote operational excellence and superior customer experiences.
• Provides action plans with timing to resolve any system noncompliance a performs field audits for quality assurance.
• May assist Directors of Business Development (BDD) in managing regional initiatives and projects by providing coaching and guidance for other, providing owner support for escalated issues, and gathering data and reporting responsibilities.
• Partners with Market Expansion Managers to identify open markets, interview and approve prospective buyers, and review business plans for current owners wishing to expand their business.
• May act as lead for conventions and other events, to include representing the brand, owning content, programming, and scheduling, and other logistics.