Operation Manager - Centurion
Salary Negotiable
Centurion, Gauteng
Centurion,
Gauteng
more than 14 days ago
21-01-2021 8:19:57 AM
18-03-2021 8:19:57 AM
To maximize the delivery of processing and fulfilment services to internal and external customers, by managing the people, operational activities and technology in line with the customer services strategy.
Job title:
Operations Manager
Job Description:
Key Performance Areas
Contribute towards the development of customer service strategies, policies and procedures.
Develop and implement operating plans in line with customer service strategies, policies and procedures.
Ensure compliance with customer service policies, procedures and operating plans and highlight operational risks and controls. Proactively take relevant action where necessary.
Set customer service and targets (qualitative and quantitative) for the business unit and integrate with other business areas in order to achieve service level standards.
Manage the operational relationship and SLA
Manage performance of staff according to best practice including:
Set performance standards (Key Performance Areas, Key Performance Indicators)
Ensure performance measurement is carried out correctly and regularly
Ensure skill and knowledge gaps are identified
Ensure training and development plans exist and are followed
Develop career paths
Motivate and lead the team
Continuously seek improvements in business processes, products and technology and manage the change process when improvements are implemented.
Manage Customer Service activities in line with agreed performance measures and operating budgets.
Minimum Requirements
Minimum Qualification: Matric (Completed)
Minimum Experience:
Customer service experience essential
Good understanding of SLAs and business
Key Competencies
Knowledge (what must I know):
Knowledge of Customer Relationship, methodologies, systems and technologies
PC user knowledge
Skills and Abilities (what must I be able to do / display):
Strong communication skills
Strong prioritisation skills
Excellent Team Player
Management/Supervisory Responsibility:
This position has a management responsibility.
IMPORTANT
The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.
All shortlisted candidates will be subject to clear vetting checks (ITC/Criminal)