Content Operations Lead

SUMMARY:
To provide support to the Digital Design team by ensuring the teams can efficiently and effectively

POSITION INFO:

Job Purpose

To provide support to the Digital Design team by ensuring the teams can efficiently and effectively work through internal process management and collaboration with stakeholders

Job Responsibilities

• Provide a support function with focus on Tools, Process and Governance, Infrastructure, Retention, Education, and Resource Management.
• Drive and support a client centric view point with the internal team.
• Provide guidance on decision making and organising for internal processes.
• Drive the prioritisation of multiple tasks in a fast paced and agile environment.
• Ensure flexibility and tolerance for ambiguity in regards to processes with a preference for client centric outcomes.
• Deliver on due dates through the timeous documenting and scheduling of reviews.
• Oversee service level agreements with the help of specialist staff and enablement teams by managing and tracing the SLA reviews and by updating appropriate registers and plans accordingly.
• Identify problems, determine the root cause and inform structural solution with the help of specialist staff.
• Monitor and follow up on issues that cause problems to the relevant stakeholders, as well as tracking and monitoring solutions where it applies to their domain of expertise.
• Help drive internal teams to meet their deadlines.
• Manage the implementation of the Knowledge Management Plan and systems, policies and processes.
• Promote Knowledge Management principles, processes and procedures to encourage collaboration and information sharing.
• Produce and distribute management reports by collating the required information.
• Identify and recommend opportunities to enhance processes, systems and policies and document and support implementation of new processes, policies and systems.
• Ensure attention to detail and time management are applied to internal processes.
• Create internal synergy by providing information on progress.
• Work closely with stakeholders to onboard new resources to the team and educate them on policies, systems and processes within the bank.
• Understand and embrace the clients vision and demonstrate the values through interaction with team and stakeholders.
• Ensure information is provided correctly to stakeholders by maintaining knowledge sharing within the team.
• Actively work towards building a network across all areas in the bank.
• Prioritize and manage tasks based on delivery dates.
• Do conflict management for the team or internal processes they are responsible for.
• Manage and facilitate collaboration amongst diverse skillsets, including writers, strategists, designers, product owners and developers.
• Use, establish and maintain effective working relationships with other employees and external stakeholders, through the use of customer service skills.
• Meet internal client needs by sending necessary communications to the targeted audience.
• Support the achievement of the business strategy, objectives and values.
• Stay abreast of developments in field of expertise.
• Ensure personal growth and enable effectiveness in performance of roles and responsibilities.
• Contribute to the Clients Culture building initiatives (e.g. staff surveys etc.).
• Participate and support corporate responsibility initiatives for the achievement of business strategy.
• Seek opportunities to improve business processes, models and systems though agile thinking.

Minimum Experience Level

• 5-9 years experience in content operations

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate
• Advanced Diploma or Degree

Type of Exposure

• Working with a group to identify solutions to a problem
• Completing various administrative duties
• Sharing information in different ways to increase clients understanding
• Comparing two or more sets of information
• Communicating with various levels internally and externally
• Understanding of internal systems and data integrity
• Checking accuracy of reports
• Building and maintaining effective relationships
• Working with diverse teams and people, self-sufficient and professional, with strong organizational, time management and communication skills.
• Agile training / knowledge

Technical / Professional Knowledge

• Microsoft Office
• Project Management
• Resource allocation principles
• Written and verbal communication skills
• Financial Accounting Principles

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