Operations Manager

SUMMARY:
The Operations Manager will be responsible for implementing and managing all aspects of the Signa Opportunity (SOY) business operations by operationalising the strategic objectives and priorities of the company to maximise operational performance, efficiency and effectiveness. This will be achieved by overseeing SOY’s business functions (recruitment, workplace support, host employer partnerships, administrative support, compliance management, amongst other functions) and collaborating and leveraging group shared services (IT, Legal & Compliance, etc). In the main:

• He/she has overall accountability for project management, including scoping, resourcing through to change management, implementation and reporting.
• He/she has accountability for establishing quality standards, and management of SOY resources towards meeting client, compliance and governance expectations
• He/she has the responsibility of leading the SOY operations team, towards delivering on set targets involving programme delivery and ensuring we comply to the required SLAs with our clients and various internal and external stakeholders.

POSITION INFO:
The duties include the following:

Functional optimisation

• Liaise, collaborate with colleagues and partners and deliver on internal and external stakeholder expectations towards fulfilling business objectives
• Ensure an on-time recruitment/sourcing, host employer acquisition and candidate support strategies are implemented and that operational performance is in line with KPI’s
• To seek efficiency and drive the required outcomes both from the business unit and from its people and resources.
• Maintain credible reporting, compliance and governance standards
• Ensure compliance with data/document management company Group frameworks to protect IP, client candidate and company information.
• Train teams members on regular basis on process optimisation, effectiveness and efficiency

• Understand company’s services and products, SLA requirements as per contract and proposals, company’s third-party suppliers and service providers
• Manage the recruitment, host coordinating, training, workplace coordinating, wellness and coaching, administration teams, systems and software and ensure all client implementations are delivered in time and at a high standard
• Develop employees in line with HR talent management processes and a establish ‘buddy’ system to build institutional memory and for succession planning purposes
• Interview, hire, train, develop and retain high calibre individuals capable of achieving targets and objectives.
• Drive team engagement and enthusiasm
• Lead by example ensuring a team collaborative culture with internal and external stakeholders
• Promote business ethical conduct, ensuring Signa values and ethos are demonstrated in behaviour and are experienced in interactions by stakeholders
• Hold teams and individuals accountable including managing any misconduct appropriately applying in line with the Signa policies, rules, code of conduct and practice

• Manage relationship with third party service providers including contracting, reporting and day-to-day management of SLAs
• Manage stakeholder relationships and work collaboratively with other authorities as well as internal stakeholders
• Assist in or provide inputs into negotiations with third party service providers to obtain competitive or preferential turnaround times or other preferential benefits for overall business operations
• Ensure stakeholders inclusive of suppliers deliver and perform in accordance to SLAs/contract obligations as required for SOY’s service delivery/the continuity of projects
• Identify areas requiring optimisation of operations, design strategies and implement processes such as operational manuals and systems that are fit for purpose and pursue business outcomes and objectives
• Continuously review and improve processes, procedures and practice towards better and efficient programme implementation, improved experience for internal and external customers (inclusive but not limited to hosts, training, monitoring and evaluation of candidates, recruitment, document and records, etc., and Signa Group functional and support departments)
• Foster a culture of team collaboration and personal ownership to meet client expectation
• Ensured professional communication and a common team understanding of customer experiences or expectations
• Ensure that all obligations are correctly contracted to ensure correct service fulfilment
• Drive the quality and standards of content/courseware of work readiness training and related tools/ infrastructure development
• Ensure that all learning delivery modes and models are appropriate for the different and specific audiences/target market
• Ensure oversight and / or management of production and development of documentation to agreed quality standards and project deliverables.

• Drive a caring candidate engagement practice within the team ensuring candidate journey management and quality of experience continuous review and improvement

• Drive the improvement of training (digital and classroom) management, work readiness facilitation standards, professionalism, and candidate engagement practices