Reporting to: Global Product Development Director
JOB PURPOSE: To lead the daily operations of the Professional Services Department to ensure that the strategic priorities relating to overall superior delivery are achieved, resulting in overall profitability and value add to the shareholders in an ethical and sustainable manner.
Key Performance Areas:
Strategy Development & Execution:
To co-create (with the Directors) the strategy that will support the achievement of the vision and mission of the organisation and ensure overall operational success.
To lead the development and execution of the Premium Client Experience strategic operational plans, by internalising the vision and aligning it to the strategic objectives thereby achieving the superior client satisfaction, profitability, and operational efficiency.
To take accountability for the successful delivery of all operational plans and objectives on an ongoing basis thereby achieving overall customer satisfaction, profitability, and sustainability of the company
Operational Efficiency:
To constantly align, evaluate and organise business operations to ensure that the Professional Services Department as the correct structure and resources (people, systems, and processes) to achieve the strategic objectives within budget and timelines set.
To manage the effective implementation and adherence to all policies and procedures throughout the operations portfolio thereby minimising the risk to the business and optimising efficiency of premium client delivery.
To investigate and resolve any escalated operational issues or concerns to ensure overall customer satisfaction and service delivery on a daily basis.
To oversee the effective and professional delivery of all benchmarking and other client projects resulting in exceptional quality, timely delivery and overall client satisfaction.
Finance & Reporting:
To ensure that each allocated business portfolio has an appropriate budget and then monitor expenditure according to policies and procedures, to manage operating expenses, mitigate risk and optimise profitability for the company monthly.
To achieve the project and profitability targets of the allocated portfolio’s for the company by managing the day-to-day operations of the business.
Strategic Relationships:
To engage with various strategic stakeholders (i.e., clients, industry leaders etc), when required, to uphold the professional reputation of the company in the industry and extrapolate further business in the future.
Together with the leadership team, continuously identify, explore, and decide on feasible business opportunities in the various markets to enable the achievement of the company’s growth and profitability targets.
Leadership:
To lead and manage operational excellence by directing activities, monitoring performance, and developing the leadership team on a daily basis to ensure that the strategic objectives of the organisation are achieved on an ongoing basis.
To effectively lead a professional team to achieve the strategic objectives of the allocated departments. This includes but is not limited to:
a. Sourcing and recruiting competent staff
b. Optimizing capacity of the department to ensure delivery
c. Providing them with direction and allocating tasks
d. Developing and training according to development plans
e. Mentoring and coaching
f. Driving performance
g. Rewarding and recognizing good performers on an ongoing basis.