Operations Manager

Gaborone, Botswana

The Operations Manager will play a vital role in the company’s vigorous expansion plans across the continent of Africa. They will require an in-depth understanding and an appreciation of the Operations financing aspects of this venture and will be expected to use their knowledge to advise, lead and enforce a good corporate finance initiative.

The applicant is required to manage and support processes to ensure organizational growth and to meet business targets.

They will be reporting to Chief Executive Officer.

Role Responsibilities

  • Participate in business strategy development and its implementation for operational capability and delivery of the operations function.
  • Ability to build a sustainable high-performance culture.
  • Implementation of Operational metrics for successful implementation of client service solutions
  • Partner and collaborate with key stakeholders.
  • Manage an effective Communication model to ensure all teams understand the overall business performance and their impact on it.
  • Ensure timely review and resolution of all Customer Complaints
  • Limit Regulatory Actions / Sanctions taken on Alpha Direct
  • Effective people management and team Leadership-Living by the Alpha Values
  • Maintain confidentiality of all correspondence and communication

Financial

  • Preparation of business reports through use of various aspects of performance
  • Review sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
  • Review Financial Statements and ensure compliance with Statutory Capital Requirements
  • Create Marketing Budgets
  • Monitoring and maintaining customer retention ratios
  • Monitoring and maintaining all other Sales metrics
  • Monthly Sales reports (Target and Forecast)

Operational

  • Maximize efficiency and productivity through extensive process analysis and inter-departmental collaboration to drive best practices across the group.
  • Devise strategies to ensure growth of programs group-wide, identifying and implementing process improvements that will maximize output and minimize costs.
  • Undertakes internal and external training initiatives to expand the technical skills of employees.
  • Ensure implementation all strategies and policies, to achieve the company’s mission, vision, objectives, and core values.
  • Contribute to projects impacting on business deliverables and make major operational decisions within business plan.
  • Manage Service Level agreements supporting operational delivery.
  • Undertake market research to identify and recommend competitive products and services.
  • Gaining new business by identifying and exploiting opportunities in the local market
  • Ensure continuous training is provided to all sales agents.
  • Support the drive of new and existing revenue streams.

Processes

  • Ensure departments are complaint with Policies and Procedures
  • Develop Procedures Manuals and Operational Guidelines that govern operations.
  • Ensure seamless and accurate system reporting.
  • Ensure turnaround targets / standards are adhered to.
  • Manage the flow of paperwork and apply necessary data restrictions (confidentiality) and access controls.
  • Provide management information system reports as required.
  • Create a Sales Force Automation

Service Management

  • Oversee problem and incident management to ensure the client's expectations are met (or exceeded)
  • Ensure Minimal registered complaints with NBFIRA.
  • Ensure escalated matters are timely managed and addressed.
  • Low complaints registered via internal complaints register.
  • Ensure swift turnaround time to Quote issuance.
  • Annual review of Service provided by vendors and repairers.
  • Ensure customer Sales enquiries are handled timely.

Key Stakeholders

  • Regulators
  • Senior Managers
  • Customers
  • All Financial Bodies
  • Board of Directors

Our Ideal Candidate

1. Qualifications and Experience

  • A business-related master’s degree
  • A Minimum of 5 years work experience at Senior Management / Executive Level in an Operations Environment.
  • Membership to any professional body

2. Skills Set

  • Technical proficiency and problem-solving skills.
  • Strong verbal and written communication skills.
  • Strong ability to execute work with a diversity, equity, and inclusion lens.
  • Ability to function well in a high-paced environment.
  • High degree of professionalism in dealing with diverse groups of people, including Board members, senior executives, and staff.
  • Ability to complete a high volume of tasks and projects with little or no guidance.
  • Ability to react with appropriate levels of urgency to situations and events that require quick response or turnaround.
  • Able to maintain a high level of integrity and discretion in handling confidential information.
  • Display exemplary conduct and live by the Alpha Direct Values.
  • Digital Media and Design
  • Social Media Marketing
  • Innovation
  • Strategic

3. Regulatory

  • Prospects will have to meet NBFIRAS fit and Proper assessment.
  • Prospects will have to undergo Vetting by NBFIRA



                                                                            

Customer Relationship
Personal Evolution
Autonomy
Administrative Work
Technical Expertise