Research Operations Manager at Discovery Limited

Job description

Key Purpose

Management and development fo Research Centre Operations

Key Outputs

• Ensure the efficient running of the Research Centre Operations (running of surveys) to ensure continuous world class outputs
• Support on Strategic Initiatives
• Ensure Client perception surveys (used for incentives) are sent and captured as per the schedule
• Up to date knowledge of the business units status in terms of delivery
• Management of surveys across all channels
• Ensure all surveys are reported on
• Ensure the highest quality standards are maintained (we strive for “Excellence In Every Action”)
• Management of iQS objectives (good understanding of DPMO and other quality measures)
• Ensure survey volumes are always optimal
• Ensure staff sentiment surveys are run
• Run Exploratory surveys
• Support analytical work to identify deeper insight to drive continuous improvement
• Give guidance to analysts in terms of reporting on survey results and causes of score fluctuations
• Engage with systems where necessary concerning survey extracts and automated score capturing
• Ensure adequate planning of work and meeting of deadlines
• Capacity planning and communication to clients
• Engaging at senior levels concerning research methodology and results
• New customers / new surveys: determine channel, discuss costs
• Responsibility for guiding internal customers in terms of sample size
• Manage and understand survey volumes across business units
• Understand the systems and reports used to extract data for surveys
• When required, ability to assess software and websites to ensure best practice is being followed
• Rolling out of broad changes to surveys affecting staff, obtaining buy in etc.
• Representative data stratification
• Ensuring rigorous processes are followed for all surveys (including marketing, compliance, operational impact)
• Good knowledge of research and Customer Experience Best Practice

Personal Attributes and Skills

• Optimal use of resources to ensure high ROI
• High level of conceptual understanding and ability to explain clearly
• Ability to create a vision for the business unit
• Initiate projects to deliver value to the business
• Ability to measure and report on successful projects (supported by data)
• Technically “literate” at a high level
• Good understanding of processes
• Programme management experience
• Project planning ability
• Liaise between business and systems areas
• Experience with specification reviews (excluding architecture)
• Manage team capacity in order to accurately schedule incoming work requests
• Ensure highest quality standards across the unit
• Responsibility for tracking progress on the full software development life cycle
• Account management of internal clients
• Running of meetings to determine software development approval (non-technical)
• Management experience preferable
• Initiate innovative solutions to gain efficiency
• Drive, develop and grow a high performing team
• Facilitate and drive high profile projects from initiation to completion across Discovery group; including liaising with teams across the group
• Leading Project meetings
• Project updates to management
• Presenting new enhancements at forums
• Networking and building relationships
• Delivering results and meeting customers expectation
• Meeting tight deadlines and turnaround times
• Engaging with systems development teams
• Presenting updates at a senior level
• Facilitating discussions to arrive at decisions
• Ability to move things forward
• Advanced level of Microsoft Office
• High level command of English language
• Advanced writing skills
• Detail orientated (organized and systematic)
• Persuasion skills
• Ability to prioritise
• Deadline driven
• Ability to be assertive in difficult situations
• Resilient
• Time management and planning
• Able to work under pressure
• Knowledge of the Paradigm system
• Knowledge of Discovery Holdings HR Structure
• Stress management
• Strong Project Management skills
• Exceptional Excel and data analyses skills
• Ability to lead and manage operations of a team
• Analytical ability and strong numeric ability
• Knowledge of workflow – advantageous
• Ability to produce concise, comprehensive updates
• Strong communication skills (ability to structure and deliver presentations)
• Ability to deliver negative news with alternatives
• Upholding and advancing the integrity of perception measures and their use in the business
• Delegation and leveraging team members

Qualification and Exeperience

• A minimum of 3 years' exposure of Discovery systems and the servicing environment
• A minimum of 3 years' Project Management and Operational experience
• Proven track record of delivery
• 1 year Paradigm experience