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We are Huntswood. The people who put partnership first. A trusted team with the insight, expertise, and pace to create better outcomes for our clients, their customers, and the communities they are a part of. We deliver resourcing, outsourcing and advisory services from complaints to customer ser… read morevice, remediation to resilience – bringing together the people, processes and knowledge businesses need to succeed. Our ambition is to make a positive difference. It is what Huntswood has done since we opened our doors 25 years ago, and it is what every single one of us strives for today. We ensure the right people are in the right place at the right time – whether it is our dedicated team of Associates or our Board. Our outstanding track record of delivery, depth of our expertise and flexibility of our approach means we stand with our clients without question – working on their terms to share our insight whenever and wherever they need it. Standing with our clients as the landscape evolves and new challenges arise. Advising in times of change – offering ultimate flexibility to help clients create value and meet demand with confidence. We are Huntswood. Your trusted partner for better outcomes.
ROLE PURPOSE
This key Operational role acts as 2IC to the Operational Director, supporting and optimizing operational performance, driving strategic initiatives, and ensuring seamless day-to-day running of the department. As a trusted advisor, you will lead specific projects and functions, serving as a key decision-maker in the Operations Director’s absence.
Job description
The successful candidate will be responsible amongst others for the following key responsibilities:
Partner with each divisional Head of Department (HOD) to translate the strategic objective into a tangible operational plan, providing guidance on actions required, timelines and success measures.
Oversight on the execution of key responsible and task required by the HODs
Monitor and evaluate the effectiveness of operational & strategic objectives on an ongoing basis
Create the mechanisms and the culture to share best practices across the D&G estate, ensuring that the best practices are well embedded into the operations
Distil key messages to the HODs, aligning communication/documents and briefing notes where appropriate
Act as client liaison by understanding the client requirements and facilitating the information necessary to the operations team.
Consolidate the data and narrative necessary for client meetings as per the required schedule in partnership with the divisional HOD
As a subject matter expert, act as a trusted advisor to the HOD and Operations Director providing guidance and insight on Operational best practices.
Analyse the available data and provide detailed insights and recommendations to strengthen the operations
Lead on strategic and operational projects providing ongoing project updates to the project owner
Drive continuous improvement initiatives by partnering with operations and support departments to enhance existing processes, increase productivity and drive consistent performance
Contribute towards the departments strategic plan with the aim of achieving the required client deliverables.
EXPERIENCE
5 years senior operational experience ( BPO or equivalent )
QUALIFICATIONS
Grade 12
Management or related qualification (advantageous)
Essential skills
Excellent written & Verbal Communication
Demonstrates strong leadership capability
Able to make decisive well thought of decisions
Results orientated with a strong focus on execution
High proficiency in data analysis and operational performance metrics
Ability to distil strategic plans into operational plan
Able to prioritise multiple projects, task and activities at any given time
Collaborative Approach with all stakeholders
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