Operations Assistant

SUMMARY:
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POSITION INFO:

Our client is searching for an Operations Assistant to join their team in Bryanston.

Job Specifications and KPIs:

• The Organisation's Operations need to ensure the seamless running of each department within the company to secure the overall profitability of the Organisation through our client-centric DNA and strong supplier relationships. Considering the above, the position requires per-department intervention to implement strategic processes, resolve issues experienced and a strong reporting function to isolate potential business risks: Our clients are having to negotiate a shifting landscape characterized by increasing customer expectations, economic and regulatory uncertainty, and rapid public adoption of new technologies and channels. The Organisation's Operations practice works with clients across the Insurance sector and other industries both National and International, applying next-generation solutions to improve all aspects of our clients’ businesses.
• Facilitates communications across business functions and resolves problems when required to ensure that issues encountered by team members are resolved efficiently. Oversees the quality of communications and work of client Service Providers and internal facing colleagues and implements initiatives to refine existing processes and procedures, as required, driving ownership of outcomes to reinforce desired business objectives.
• Oversees day-to-day operational activity of the organisation, and monitors workflow within the departments assigning tasks to respective role-players managing and prioritizing own workload and team's workload to maintain service standards and high-quality outcomes.
• Leads and/or participates in stakeholder engagement sessions and works in partnership with brokers and/or Service Providers on identified initiatives to improve client experience and to ensure an understanding of the needs and expectations of clients.
• Oversees the customer care complaints management system and manages/addresses escalated calls, complaints, questions, and queries, as necessary.
• Produces, signs off and processes complex and confidential documentation when required including invoices, rebilling and utilization and adjustment calculations, information and documentation for Pre-Renewal and Client meetings, up-to-date computer system records on the server, current and outstanding documentation, client contract and addendum follow-up and all other documentation.
• Liaises with Compliance to restrict breaches and works to ensure emerging risks are identified, assessed, and reported in line with business procedures and operational controls are working to an effective standard and monitored.
• Monitors, measures, analyses and develops reports on team productivity, colleague performance and KPI performance against targets and conducts regular one-on-one and team meetings to ensure that staff adhere to assigned schedules and performance expectations.
• Ensures the Operations team meets Service Level Agreements (SLA), Key Performance Indicators (KPI) and business objectives.
• Provides daily leadership to staff within the operations and overall team and provides overall leadership advice to team leaders.

Job description Duties:

• Analyze processes in the business and propose and implement improvements where gaps are identified.
• Analyze and sign off on business reporting (internal and client facing) where you are privy to such reports / the team you manage produces such reports.
• Assess risks in the business propose and implement changes to avoid risk as far as possible.
• Support the Finance Team, MD, Sales Director and Operations team with financial processes where it impacts the business/operations including a) re-billing b) declarations c) invoices d) billing queries
• Understand Business-to-Business VAP’s value-added products and services to the insurance industry.
• Work with the Team Leaders in different departments to manage and support workloads and escalate issues where necessary to avoid failures in The Organisation’s services
• Staff - complete direct reports reviews and support their development and progress with their teams
• Provide progression plans to support individuals with their career development focusing on future roles, growth, and training and to support succession planning
• Monitor staff needs, turnover, recruitment, and retention
• Identify Learning and Development needs for direct reports and team.
• Act as an escalation point on complex issues for the complaints/ assist department
• Ensure that the team provides an effective and efficient service function to customers to enhance our reputation as a truly customer-focused team
• Respond positively to the goals of the team and actively add to the success of the overall department. Meet regularly with the Senior Management team to discuss issues and ideas
• Is responsible, where required for managing all aspects of the organization under remit such as new client conversions, ad hoc projects, compliance audits, fund releases, data cleanse projects SLA reporting etc.
• Provide operational input and advice into projects both internally and to clients and work with the project teams to ensure that functional requirements are validated and sustainable
• Always display flexibility and adaptability in response to the challenging, changing environment
• Support IT to provide them with a clear understanding of the organisation's expectations and ecosystem and monitor closely
• Delivery of monthly service reporting to clients and/or relevant teams
• Confidently meet with clients and put forward solutions for issues or new ideas
• Ensure continuity, consistency, and quality of service delivery to clients and teams
• Accountable for ensuring that as part of The Organisation's Management team, you are aware of how individual objectives link to the Corporate Goals and support these
• Building and developing positive customer and business relationships
• Analysis of problems and making decisions on solutions. Analysis of complex issues/solutions and escalate to senior management for review
• To assist with audits (internal and external) and ensure relevant findings are acted on
• Attend client sites for meetings as required
• Act as a referral point for senior associates and expert associates
• Respond positively to the goals of the team and RIS, support colleagues, and actively add to the success of the Operations team
• Product strategy and development
• Sales and marketing optimization
• Legacy processes streamlining
• Core technology replacement support
• Operating model enhancement
• Supporting change management
• To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed.
• Actively contribute to the team's working patterns

Ideal Candidate:

Essential

• Offering deep industry experience in areas as diverse as VAPs, Insurance, Mobile App Development, WhatsApp development projects, Loyalty and Reward programmes, and Operations, we provide clients with a focus on their customers whilst discovering new trends and market shifts.
• Experience in Short Term Insurance Industry
• Demonstrate an understanding of responsibilities within the Financial Services Industry
• Good verbal reasoning and numeric skills
• Good communication skills, both written and verbal
• Bachelor’s degree in business or related field or an equivalent combination of education and experience required.
• 3+ years of experience in business operations management or related fields required
• Experience in project management, leadership, budgets, profit & loss, employee supervision, customer service, and conflict resolution required
• Sales experience in the service industry preferred
• Multi-unit franchise operations or strategic business planning experience preferred
• Valid, permanent driver’s license
• Business and financial acumen
• Strategic and innovative thinking skills
• Project management, organization, multi-tasking and prioritization skills
• Coaching and influencing skills
• Executive presence with the ability to speak publicly (e.g., facilitation of workshops, training sessions, and large group settings)
• Proficiency in Microsoft Office applications (e.g., Word, Excel, PowerPoint)
• Ability and willingness to travel as needed for the business unit, including overnight 

Operations Manager expectations:

• Engagement Management: Lead engagement planning and budgeting; mobilize and manage engagement teams; define deliverable structure and content; facilitate buy-in of proposed solutions from top management levels at the client; direct on-time, quality delivery of work products; manage engagement economics; manage engagement risk
• Client Management: Manage day-to-day interactions with executive clients
• Business Development: Develop and maintain contact with top decision makers at key clients; organize and lead pursuit teams; participate and lead aspects of the proposal development process; contribute to the development of proposal pricing strategies
• People Development: Perform the role of counsellor and coach; provide input and guidance into the staffing process; actively participate in staff recruitment and retention activities; provide leadership and support for delivery teams and staff throughout the whole organization

In addition, successful Managers will also have the following preferred skills:

• Ability to work independently, and manage engagements or parts of large engagements.
• Strong oral and written communication skills, including presentation skills
• Strong problem-solving and troubleshooting skills with the ability to exercise mature judgment.
• Willingness to mentor junior staff.
• An advanced degree is preferred.
• Manages the day-to-day activities and performance of a group of Business Development consultants within an assigned region.
• Performs business evaluations, tracks and facilitates progress by gathering and analyzing data, and makes recommendations, building commitment, and overcoming objections.
• Facilitates learning and sharing of best practices in a wide variety of formats, including group presentations and face-to-face training.
• Ensures full brand standards compliance with all products, equipment, tools, operating systems, processes, and initiatives to promote operational excellence and superior customer experiences.
• Provides action plans with timing to resolve any system noncompliance a performs field audits for quality assurance.

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