Chief Operations Officer

Business  OMAO

Job Family  Client Services & Operations & Administration

Organization Name  African Operations

Department Description  Role size: P

Level of work: 3

CCM level: Manager of Managers

Reporting to:   Country CEO

Reportees:  

 

Role Description: 

  • Delivers on direction set by CEO at an operation and tactical level.
  • Takes accountability for the business plan and strategy implementation
  • Integrates delivery and metrics across the people process finance and customer dimensions of the business
  • Delivers on strategic and tactical projects as requested
  • Ensures that a comprehensive information management strategy is in place and ensures delivery against IT practices and processes.
  • Ensures the realisation of high performance individuals and teams
  • Ensures effective resourcing of department and constant service delivery
  • Develops and implements a cost effective data strategy
  • Restructures Technology services when needed
  • Retains and maintains existing business
  • Supports strategies and initiatives to increase sales
  • Manages overall expenses including cost reductions and reports on it monthly basis
  • Takes overall accountability for the operation of the unit
  • Takes accountability for the delivery HR services in the country.
  • Accountable for Customer Services and Customer affairs.
  • Ensures delivery of Operations and customer service function, including BCP. 

Key Result Areas:

  Functional Effectiveness:

  • Delegates to and manages functional team
  • Integrates functional teams
  • Develops MMs and specialists under supervision
  • Selects potential MMs to sustain pipeline

Information Management:

  • Restructures Technology service when needed
  • Ensures that a comprehensive information strategy is in place

Operational Efficiency:

  • Implements a cost-effective client service and data strategy
  • Sets direction for the Business
  • Takes accountability for the business plan
  • Integrates delivery and metrics across the people process finance and client dimensions
  • Delivers on strategic projects as requested

 Service Delivery Management:

  • Retains and maintains existing business through other managers and their teams
  • Implements strategies and initiatives to increase service delivery
  • Drives operational excellence throughout area of supervision
  • Defines and implements best operating practice in client services
  • Defines performance parameters (incl. balanced scorecard) and measurements for area under supervision

Budget Control:

  • Manages overall expenses including cost reductions

Other support functions:

  • Manages the delivery of HR and Customer affairs.

Competence Requirements:

  • Decision Making
  • Facilitating Change
  • Technical Knowledge
  • Client Focus
  • Planning & Organising
  • Aligning Performance For Success
  • Business Awareness

 Qualification:  Tertiary qualification and a minimum of 3-5 yrs experience in more than one of the disciplines with previous operational and management experience.


Company