Partnership Operations Manager

The purpose of the Operations Manager role is to drive operational efficiency with strategic partners with the aim of delivering on the operational goals and objectives of the Strategic Partnerships. The role will carry the day to day responsibility for supporting customer escalations, partners operations and internal stakeholders through the execution of operational effectiveness and processes. The role actively supports partners and proactively investigates inefficiencies together with partners and internal teams. The role is all about ensuring the partnership is fulfilling its promises within agreed service level standards.

Communicate all operational processes and procedures and ensure these are fully understood by all stakeholders including where necessary, area managers, branch and store teams.

Identify issues in the designed solution or process and engage with relevant stakeholders to find an appropriate and timeous solution.

Act as back-office escalation support for Help Centre to resolve operational issues and queries

regarding service delivery.

Conduct needs analysis to understand training and development needs and co-ordinate training implementation.

On-going review of the customer journey and product checks with an aim to maximize the customer experience.

Support the execution of strategic projects.

Identify root cause for repeat issues and customer complaints.

Proactively work across partner and internal delivery teams to investigate and rectify any problem areas in orders.

Provide fast, efficient, and comprehensive support to stakeholders, while remaining positive and professional.

Identify common trends within operations and provide weekly / monthly reporting and feedback where appropriate.

Build relationships with stakeholders and perform audits of relevant operations.

Conduct analysis and provide regular feedback to Management teams to address and resolve any operational and partner related issues.

Degree or Business, Retail Management or related – (essential).

+4 years’ experience managing initiatives in an operations environment - (essential).
Strong background in operations or projects or new ventures– (essential).

Experience in stakeholder management and communication to senior stakeholders– (essential).

Strong proficiency in MS Office 365 including strong Excel skills – (essential).

Strong business or project background – remains up to speed with local and international trends and developments in the field.

Strong customer-first thinking – Understands customers and how best to serve them; committed to providing high-quality customer service and ensuring customer needs and expectations are met.