The successful incumbent will lead teams with specialist functions and is accountable for designing and implementing a shared service capability encompassing stakeholder reporting, capacity management, quality assurance and controls, technical training and support process optimisation innovation solutions and large transformational programmes.

• Develop and execute on the tactical plans to drive the contracted shared services support outcomes
• Oversee the accurate and timely delivery of reporting, analyses, and management information to stakeholders, including the range of reporting requirements that enable business to make key decisions.
• MANCO & Exco reporting, interpretation, analysis and business insights of trends across the business indicators and ADHOC requests.
• Establish and monitor performance metrics, key performance indicators (KPIs), and service level agreements (SLAs) to measure and improve operational excellence and aligning to best practice and standards.
• End to end discipline of work force management including capacity planning, scheduling, forecasting, real time optimisation and monitoring.
• Identify opportunities for process improvements, automation, and technology enhancements to streamline operations and increase productivity.
• Co-create the digital and automation solutions and strategies, manage execution and track benefit realisation thereof across different functions.
• Delivery of skills improvement strategy through continuous focus on development of skills via multiple platforms.

Qualifications And Experience

• Business related degree or equivalent
• Post graduate degree advantageous
• 8 – 10 years’ experience at a senior management level in enabling Operations environments
• Financial management proficiency with a solid understanding of budgets and variance reporting.

Knowledge and Skills

• Proven Leadership and senior management skills.
• Ability to collaborate with multiple stakeholders across business units at a senior and executive management level.
• Experience in Workforce (WFM), Quality Assurance practices, Business Intelligence and digital thought leadership, etc.
• Knowledge of the Operations Management function and the specialist areas supporting it.
• Employee Benefits experience advantageous

Bevioural Competencies

• Organisational Savvy – Manoeuvring comfortably through complex policy, process and people related organizational dynamics.
• Manages Complexity – Making sense of complex, high quantity and sometimes contradictory information to effectively solve problems.
• Drives Engagement – Creating a climate where people are motivated to do their best to help the organisation achieve its objectives.
• Business Insight – Applying knowledge of the business and marketplace to advance the organisation’s goals.

Core Competencies

• Cultivates Innovation by creating new and better ways for the organisation to be successful.
• Client Focus – Building strong customer relationships and delivering customer-centric solutions.
• Drives Results – Consistently achieving results, even under tough circumstances.
• Collaborates – Building partnerships and working collaboratively with others to meet shared objectives.
• Resilience – Rebounding from setbacks and adversity when facing difficult situations.