Chief Operating Officer

SUMMARY:
Develop and implement a robust operations strategy and IT architecture across various lines of business that supports the growth of the business by delivering client centric services underpinned by operational excellence.

POSITION INFO:
Qualifications and Experience

• Relevant business degree
• Post Graduate Qualification in Commerce or Business Management
• MBA
• 10 – 15 years' experience at management level with 2 – 3 years at a senior executive level in the insurance industry
• Experience gained within a multinational environment is advantageous
• Insights and experience in a forward thinking (social media/digital) environment is essential

• Knowledge of people management, risk management, budget and resource development, and strategic planning
• Working knowledge of data analysis and performance/operational metrics
• Understanding of the investment, health, insurance and financial services industry and legislative requirements
• Fundamental understanding of the financial advisory industry, the regulatory framework, the advisor and business model trends in the SA operating environment
• Understanding of the information technology discipline and landscape
• Understanding of corporate governance principles and practices

• Problem-solving skills
• People management skills
• Negotiation and Influencing skills
• Business acumen
• Strategy translation and implementation
• Business and process optimisation
• Business improvement 
• Emotional intelligence
• Communication skills
• Presentation skills
• Decision making skills
• Leadership skills

• Fulfil leadership role as member of Exco, through maintaining an understanding of issues affecting overall business effectiveness and collaborating towards setting strategic direction.
• Develop, align and collaborate with the relevant stakeholders to develop an operational strategy for the segment and an implementation plan that meets that client's expectations and requirements.
• Oversee the development of the customer value propositions (CVP) and client experience.
• Responsible for all IT infrastructure and data analytic platforms that impact on the operational strategy.
• Provide strategic direction to the Segment and management teams on operational capability and delivery
• Stay abreast of technology developments and the applicability to enable excellent operations within the business.
• Establish and drive operational excellence throughout process, practice and people perspective.
• Responsible for implementation of initiatives that drive operational efficiencies or reducing operational risk.
• Establish productive operational relationships with key stakeholders in the various channels and teams across the Group.
• Participate in the evaluation of market development strategies and the evaluation of potential acquisition targets, thereby optimising opportunity for client and earnings growth.
• Partner and collaborate with key stakeholders to effectively operationalize product or solution within the agreed timeframes.
• Manage infrastructure requirements for operations within the Segment in alignment with Group.
• Contribute to business growth by providing an enabling environment for increasing the client base.
• Continuously identify and escalate new operational efficiency opportunities within the client's environment.
• Develop standard operating procedures in order to determine the optimal process to implement the  various products and solutions.
• Actively contribute and interface with Segment and Group forums with an operational and IT infrastructure link that impacts on the operational delivery of your business.
• Lead the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

• Build and maintain relationships with clients and stakeholders that promote cross delivery practice solutions.
• Contribute to sustaining a competitive edge through external networking and benchmarking and representation on related forums.
• Define fair and innovative client service practices which build rewarding relationships and allows team to provide exceptional client service.
• Engage with key internal and external stakeholders to identify changing client needs and make recommendations to align service offering with client needs.
• Manage a client service excellence culture which builds enduring relationships and allows team to provide exceptional client service.
• Manage the introduction of new channels for client interaction in order to improve client services against service expectations.

• Be a member of and make positive contributions to Professional Bodies and Stakeholder Groups.
• Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
• Develop, implement and manage a People Capability plan that ensures that the function has the human resources and skills required to deliver on the strategy for the short-, medium- and long-term.
• Identify, attract, appoint, grow, engage, reward and retain top talent to drive strategic execution.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
• Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
• Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth.
• Effectively manage performance within the team in order to ensure business objectives are achieved.
• Ensure that employees are effectively recognised and rewarded in line with organisational practice and governance set by the REM committee.
• Encourage innovation, change agility and collaboration within the team.

• Control the budget for area, including the authorisation of expenditures and implementation of financial regulations.
• Manage high risk and problematic financial issues in area of accountability and contribute to the development of policy.
• Implement and manage financial risk methodologies, techniques and systems and use to monitor and report on financial activities.
• Implement risk management, governance and compliance policies in own practice area, to identify and manage governance and risk exposure liability.

• Business acumen
• Strategic thinking
• Client/stakeholder commitment
• Drive for results
• Leads change and innovation      
• Impact and influence
• Motivating and inspiring team
• Collaboration
• Self-awareness and insight
• Diversity and inclusiveness
• Growing Talent

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