Overview:

The Operations Manager is responsible for training delivery and manages the daily operations of training and quality assurance for training programs to ensure effective and efficient operations. The Operations Manager will ensure that policies, procedures, and standards are followed and maintained.

The Operations Manager will maintain an effective level of business literacy about GIFS’ strategic plans, culture, and competition and provide general operational oversight and supervision.

Key Performance Areas and Indicators:

Management:

• Manages the day-to-day functions of the Operations Department.
• Ensures the successful execution of training fulfilment, at all training locations.
• Managing work allocation, work completion and work quality.
• Managing team performance and developing the team, ensuring the team remains skilled and motivated.
• Effectively delegating authority and responsibility, in line with business objectives, to ensure the empowerment, motivation and effectiveness of direct reports.
• Manage proposals including implementation, tracking and relationship management.

Monitoring and Support:

• Monitor and evaluate training programs, processes and workflows for quality and effectiveness and make specific recommendations for improvement of departmental performance.
• Gives work directions, resolves problems, prepares schedules, and sets deadlines to ensure timely completion of work.

Processes:

• To develop and review processes.
• To ensure all team members apply standards and practices in a consistent way.
• To ensure all changes in operational processes are communicated to the team and all working practices/communications are aligned to the new practices.
• Develop, review and improve policies, processes, and procedures to increase the effectiveness and overall efficiency of services.

Reporting:

• To provide various reports which support general operational activity
• To ensure quality data input is monitored and accurate, paying attention to data which will impact on the operation and where appropriate audit the input/outputs.
• Submit timely administrative reports in accordance with company procedure requests.

Third party relationships:

• To act as a liaison with third party suppliers e.g. external facilitators.
• Establishing and maintaining effective working relationships with clients and internal stakeholders for successful implementation and maintenance of client programmes.

Auditing:

• To make regular checks of facilitator performance.
• Conduct regular evaluations to identify areas for improvement in program offerings.

Customer Service:

• Ensure that team responds to customer queries in line with standards set and agreed response times.
• Compile statistics relating to customer service performance and produce a variety of reports to analyse data and identify key areas where improvement is required.