AddressMain Purpose of Job:
- Overall responsibility and management of the functions of the Operations Directorate.
- To develop and implement the Omega operational strategies for the registrations functions, Continued Professional Development (CPD) function, Aspirant Groups function, quality ISO 9001:2000 function, customer service function, data archiving function, business reporting function, business continuity (disaster recovery) function and project management function working closely with the Chief Executive, relevant Committees and external stakeholders.
- Organizational lead in matters relating to risk management.
Responsibility Areas:
1. Meet all Client Service Level Agreements (deliverables)
2. Ensure the team understands client specific training requirements / needs etc.
3. Analyze performance results of the team and implement process improvements
4. Determine appropriate staff levels and implement strategies to ensure efficient operations
5. Work with support departments to ensure staffing strategies are effectively executed
6. Support the data collection for billing process, billable/non-billable hours & preparation of Invoice
7. Hold team meetings on a regular basis with direct reports.
8. Communicate all process and client updates to direct reports within specific timelines and keep record for such updates
9. Act as single point contact for the Managers for all their client and team members related needs and create a harmonious work environment
10. Escalate performance related issues with respect to his TL's to SDH on a timely manner.
11. Escalate client complaints to SDH and resolve escalated customer issues, CAPA to be taken
12. Performs any other duty assigned by SDH
13. Act as authorized person for sanctioning leave thru ERP
14. Responsible for day-to-day functional supervision of each team, including productivity of the team, quality %, track absenteeism of the team and encourage team managers to complete performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirements.
15. Ensure that the team's adherence to QMS and ISMS standards.
Position in Organization:
- Manages leads and provides support to the management and employees of the Operations Directorate.
- Liaises with employees at all levels within the organization.
Scope of Job:
- Overall responsibility for the departments within Operations Directorate (Registration Department, customer services, data archiving, business continuity, business reporting and Project Management functions).
- Develop and implement the strategy for the Operations Directorate.
- Development of a risk management strategy and policies.
