JOB PURPOSE

  • Responsible to lead the Operations team for the smooth and efficient management of all service and operations. This includes compliance to local and regulatory requirements.
  • Working closely with the EMT and GMs as part of the local management team, planning and implementing any specific goals which are to be accomplished within a certain period. These include long term strategic plans, people management, client relationships, operations and financials.
  • Responsible to ensure operational and servicing processes are documented and approved.

KEY ROLES & RESPONSIBILITIES

Operations:

  • Oversee Operational areas to ensure continuous improvement of all operational processes to provide excellent operational support and services to clients.
  • Responsible to drive, monitor and work with the management team to monitor all KPIs on group and company health Oversee Processing dept. to ensure compliance of contractual obligations/ Service Level Agreements to clients and Marketing Offices.

New Set Up: New Client and Country Set-Up

  • Responsible to develop and implement strategic plans and processes for new clients and / or new countries set up. Work closely with all departments within HQ to ensure smooth set up. In the longer term set up check list for the process and consideration for financial and the technical standing of the company, and then devise plans to bring about improvement.
  • Responsible for the specification of process enhancement and new tasks various stakeholder eg IT, Finance, GM

Reporting and Compliance:

  • Responsible to ensure that all existing and new requirements across the region follow each country’s local legal and regulatory requirements. Data privacy is one major area of focus.
  • Provide scheduled and adhoc reportings to all Clients and Countries Regional Client Contracts in a timely and accurate manner. Responsible to communicate to the internal team on Company obligations and oversee that these obligations are met.
  • Responsible to work towards having all policies, practices and processes being properly documented.

Team Management:

  • Provide coaching and mentoring the team to assist them in cultivating a positive performance driven culture. Establish key performance indicator for the team and looks for ways to improve and promote quality and performance. Create opportunities to drive impact by leveraging each person’s strengths to build high performing teams.
  • Working closely with HR and management team to build the talent pipeline by championing a talent experience that attracts, develops and retains top talent and high performing teams.
  • Be the champion to lead the team in process improvement and simplification for all processes in the operations team. Apply deep knowledge of trends and activity to drive continuous improvement and build lasting relationships across a diverse network within team organisation

EDUCATION / QUALIFICATIONS

  • Degree in Business Studies or a related field
  • Minimum 8 years of working experience in a service industry with at least 5 years as manager in leading a support team

KNOWLEDGE AND SKILLS

  • Work experience with financial institution and / or commercial operational areas is an added advantage
  • Good command in written and spoken English
  • Proficient in Microsoft Office; Word, Excel, PowerPoint
  • Excellent problem solving and decision-making skills.
  • Organised, detailed and analytical
  • Able to multi-task, versatile and adaptable to changing situations

ANY OTHER ATTRIBUTES

  • Ability to travel

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