The Head of Operations has a unique vantage point in the organization and is tasked with minimizing the operational challenges faced by the organization.
Take responsibility and initiative in the smooth running of the overall business operations.
Gauge execution of business strategic plans which are operationalised by functional heads across the organization.
Evaluate regularly the efficiency of processes and procedures.
Work with functional heads to develop and implement Standard Operating Procedures (SOPs).
Work with the Business Intelligence team to build insights to measure business process efficiencies.
Communicate with the functional heads to enable alignment and measure cross-functional collaboration.
Operations Alignment
Business processes assessment and quantification of business value.
Works collaboratively with leaders for implementation of tools that enable efficiency and cost saving.
Monitoring core operations through indicators on operations dashboards.
Prioritize performance measures for operational reporting to leadership team.
Continuously seek flexibility and agility, measure and improve the collective organization’s agility quotient anchored on customers’ preferences: responsiveness, product launches, improved resource capacity utilisation.
Ensuring employees across the organization are aligned on utilisation of systems.
Driving operational accountability in resource utilisation.
Engages, designs and facilitates the operational leadership team to set expectations, cadence and governance of business strategy.
Creates a consistent shared understanding of internal processes and procedures.
Unifies business insights to drive efficiency through building closed loop systems (for employees, partners, customers and processes themselves) to ensure a continuously improving learning organization.
Brings design thinking capability into the organization across the business operations.
Works across the organization to create and report metrics to measure success, and includes these metrics in ongoing reviews that drive decision-making.
Drives executive support and engagement in business metrics and results, influencing leaders across the organization and holding them accountable.
Works with finance teams to develop a financial model that quantifies and illustrates the business value and ROI of investing in systems and process improvements..
Facilitates evolution of the culture to that of shared values and behaviors that encourage, empower and enable all employees to deliver company deliverables.
Reaches across the organization, engaging employees with strategies to consistently think about their TATC values.
Partners with Human Resources so that hiring practices, employee learning and development, and rewards and recognition incorporate business outcomes.
Functional
Group Facilitation - ability to facilitate and guide groups, helping them find the answer and engage in co-creation of solutions, promoting understanding of how their roles are critical to business success.
Interpret Data - ability to interpret data and insights to objectively and consistently drive business objectives.
Solution orientation - Can use various methods like Design Thinking, and collaboration to define problems, develop and execute solutions and review outcomes.
System Thinker - able to see the big picture as well as the detail
Reporting
Monthly TATC EXCO reporting with the CEO
Lead the weekly reporting with the CEO.
Contribute to the monthly reporting with the CEO
Drive cross-functional collaboration
Drive omnichannel integration of existing systems
KPIs to measure success
OKR achievement
Effective monitoring of cross collaborative initiatives
Adherence of Standard Operating Procedures. Drive 80% adherence.
Omnichannel integrations
Client’s satisfaction and retention
Employee’s satisfaction
Workplace productivity and resource optimization
Knowledge, Skills & Experience
2+ years in process mapping.
Successful in a lead operations role in a digital high growth start up.
Relevant Certifications.
Preferred financial or statistical background.
Understands and can teach operations methods and tools.
Data-driven with a strategic mindset; strategic planning and business development.
Excellent people management and leadership skills;
Flexibility and adaptability to change;
Understanding of digital products and their impact on users, the completion and economics behind the business;
High level of results orientation.
Proven track record of managing complex projects successfully
Outstanding verbal and written skills, and experience working with staff on all levels