Operations Manager

Job Description

About the role

The Business & Education Support Operations Manager ensures quality and value-add support is provided to premium customers identified in the treatment plan. This includes coaching, mentoring, and developing all team members, and being proactive in fostering a positive and

cohesive team culture. The role also directs the strategy for premium support through leadership, process improvement, and efficiency gains.

The role also ensures exemplary Performance Support is provided through the Process Improvement team for all components of the Business Channel.

This role is a strategic role in developing and executing the Business Support Operational Strategy.

Duties & Responsibilities

• Establish a support mechanism that efficiently and effectively provides value-add service to a
  
  

diverse set of customer segments and their sales team

• Lead, coach and develop the team
• Demonstrate experience in nurturing a results-driven and customer-focussed team
• Ensure timely delivery of all tasks in a deadline driven environment
• Negotiate positive outcomes with key stakeholders
• Identify and leverage opportunities for continuous process improvement
• Monitor and report on team performance and workflow
• Build and maintain effective working relationships with customers within the scope of the
  
  

business offer

• Work closely with and support the Business Sales team
• Have sound commercial acumen
• Have the aptitude to learn and adapt in a multi-system environment
• Prioritise effectively and adapt positively to shifting priorities
• Instill a culture of collaboration
• Strive for excellence
  
  

Skills/Knowledge/Attributes

• Demonstrated success in supporting and leading a team
• Ability to develop and nurture a positive team culture
• Superior analytical and problem-solving skills