Human Capital Synergies Africa Ltd – Head of Operations.

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Our Client, a market leader in the provision of integrated financial services seeks to recruit a Head of Operations. The Head of Operations will have overall responsibility for the management and delivery of all contracted services for individual customers or a portfolio of customer accounts. S/he will be responsible for ensuring that services delivered meet the contracted specifications and expectations established with customers, whilst improving quality and customer satisfaction.

Reports to:  Managing Director

Main duties and responsibilities. 

  • Operational Excellence
    • Drive operational excellence in everything we do. This includes creating processes, procedures, and automation to improve efficiency in our day-to-day tasks and projects.  
    • Work closely on supporting our internal and external customers and ensuring that their needs and issues are being addressed
    • Incident/Change Management
    • Developing and improving incident and change management within the organization.  
    • Driving initiatives regarding improvements to existing tools & processes.
    • Providing feedback on new practices & procedures in order to scale with the rapid expansion of the organizations platform and customer base.
  • Relationship Management
    • Providing effective leadership for the organizations services to the customer
    • Developing and enhancing the strategic relationship with the customer on a medium to long term basis.
    • Delivering against Service Level Agreements, customer commitments and Service Improvement Programs.
    • Working effectively with the customer and internal delivery teams – principally Account Management, Service Desk, Infrastructure & Operations, Retail business,
  • Digital Marketing, User experience.
    • Monitoring and improving levels of customer satisfaction (Net Promoter Score).
    • Developing and delivering service account roadmaps, working alongside Service Account Managers and Solution/Technical Architects and Engineering teams.
  • People Management
    • Providing effective tactical and strategic advice, coaching and guidance to Field / On site staff, Service Desk agents, Service Management staff with a focus on operational delivery
    • For all direct reports, provide personal/career development
    • Ensuring effective resource management, influencing and identifying required resources within Operations and wherever possible forecasting ahead in a timely manner
    • Setting and managing SMART objectives for direct reports
  • Commercial Management
    • Managing and controlling contractual scope and the organizations compliance against the scope
    • Managing and delivering the Profit and Loss account to agreed targets (when applicable)
    • Working with Service Account Managers on account planning and subsequent delivery of the plan including relationship mapping/management, identifying upsell opportunities, securing and maintaining reference-ability, winning renewals and re-procurements.
    • Working across Operations to support the delivery of cost reduction plans, working closely with Operations management and the customer
    • Supporting the budgeting process (as requested)
    • Identifying and if necessary, securing upsell opportunities
  • Quality Assurance
    • Supporting the effective transition of the new services into BAU adhering to Service Transition Process (where applicable)
    • Attending quality and service reviews and ensuring that these happen in accordance the organizations guidelines
    • Reviewing and approving key Service Management documentation for customer engagements
    • Developing and publicizing Service Management best practice processes, procedures, guidelines and templates for the organization.
    • Populating and maintaining the Customer Engagement Register including open actions, risks, issues, dependencies etc.
    • Creating and managing any contracted Quality documentation e.g. Service Operations Manual, Asset Risk Assessment Register, Communications Plan etc.
    • Creating a vision for the customer
    • Driving the delivery, efficiency and effectiveness of the contracted services
    • Challenging the status quo to bring about improvements in Service Management tools, processes and the organization

 Essential Skills, Knowledge & Experience

  • Bachelor of Science in Computer Science/ Engineering/ Mathematics/Business
  • Experience within a management position with a focus on IT management/development.
  • At least 5-7 years of management experience with a focus on IT and Service Management.
  • Business experience gained in Service Management and/or Business Management roles, across a range of customers
  • Relationship building with senior members of an organization – gaining trust and confidence from customers
  • Understanding of selling and marketing processes and practices;
  • Ability to handle difficulties, performance problems and conflict between team members;
  • Ability to understand and manage financial issues relating to budgets and forecasts and to maximize profit through negotiation;
  • Knowledge of outsourcing models – through different generations e.g. Service Management vs. Service Integration;
  • Ability to work as part of a team with a high degree of drive, determination and motivation to succeed;
  • Ability to prioritize and manage multiple tasks.
  • Proven strong customer relationship and negotiation skills
  • Proven ability to innovate and drive service roadmaps
  • Excellent interpersonal and communication skills, including written and presentation skills
  • Be able to demonstrate IT related problem-solving skills
  • Undertaking or have undertaken specific service management training e.g. ITIL
  • Experience driving and presenting root cause analysis and error correction from operational events to senior management.
  • Leading development life cycle processes and best practices, esp. in the areas of automation and monitoring
  • Ability to work well under pressure with minimal supervision and keep up with a fast-moving environment via effective prioritization and time management.

How to Apply

Interested and qualified candidates should forward their CV to: jobs1@hcsafrica.com using the position as subject of email.

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