Operations Manager

• Ensure all operations are carried on in an appropriate, cost-effective way;

• Improve operational management systems, processes and best practices;

• Formulate strategic and operational objectives;

• Examine financial data and use them to improve profitability;

• Perform quality controls and monitor production KPIs;

• Recruit, train and supervise staff;

• Find ways to increase quality of customer service;

• Communicate job expectations, planning, monitoring, appraising, and reviewing job contributions;

• Plan and review compensation actions;

• Contribute operations information and recommendations to strategic plans and reviews;

• Prepare and complete action plans;

• Implement production, productivity, quality, and customer-service standards, resolve problems, complete audits, identify trends;

• Forecast requirements, prepare an annual budget, schedule expenditures, analyse variances, initiating corrective actions;

• Develop operations systems by determining product handling and storage requirements;

• Develop, implement, enforce, and evaluate policies and procedures;

• Develop processes for receiving products etc.

• Analyse and improve organizational process and workflow, employee, and space requirements, and implement changes;

• Accomplish operations and organisation mission by completing related results as needed;

• Meet or exceed operations expectations;

• Manage staff levels, wages, hours, contract labour to revenues;

• Responsible for all department managers and supervisors, with review/approval responsibility for all operations employees;

• Manage relationships with key operations vendors;

• Review and approve all operational invoices and ensure they are submitted for payment;

• Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints;

• Work closely with CEO and management team to set and/or implement policies, procedures, and systems and to follow through with implementation.

• Communicate all operating policies and/or issues at department meetings

• Continuously develop personal leadership, hiring, and training skills while ensuring the team is using effective sales tactics to meet revenue objectives.

• Maintenance of agreed customer service level for client retention and growth.

• Continuously monitor service of team members to assure consistent delivery of quality service.

• Implement AI and innovative lending processes for efficient lending solution provision.

• Ability to think outside the box, be open minded and combine ideas to find the best solutions.

• Interact comfortably with a diverse group of people and forge mutual beneficial relationships with all stakeholders.

• Conflict and people management.

• Organised and dependable.

• Excellent verbal and written communication that provides concise and relevant information.

• Confident in presenting ideas and way of working to team and other colleagues through facilitation of own prepared training.

• Interpretation of data with an affinity for numbers in order to create logical and valuable analysis for decision making.

• Making clear cut decisions at the right time with the appropriate amount of information while staying flexible and adjusting to changing factors, conditions and environments.

• Able to cope with set-back and to resist, absorb and recover from adversity or change – pretty much take things in your stride.

• Manage multiple responsibilities at once by focusing on one task while keeping track of others.

• High performer in a fast-moving and high-demand pressure environment, but also informal and non-hierarchical.

• Negotiation skills and stress tolerance.

• Critical Thinking and Problem-Solving Skills.

• Project Management and business management.

• Financial and HR related acumen.

• Reporting kills. Be a motivational and supportive leader

• Lead and manage your team of up to 50 staff, including management.

• Effectively coach and guide your team where needed to ensure they reach their KPI’s and organisational goals.

• Delegate work with authority, ensuring staff take initiative and accountability for their own development.

• Cultural fit for a fast-moving and high-performance, but also informal and non-hierarchical organisation.

• Relevant tertiary degree (B Comm/Business Management/LLB).

• Minimum 5 years’ experience in a financial services institution.

• Extensive experience in credit industry in South Africa.

• Full understanding of the National Credit Act and related Acts.

• Full understanding of the end-to-end loan origination process.

• Experience in setting incentives and promotions.

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