Head of Operations | Customer Service at Old Mutual

Job Description

• Sets direction for an operational unit and develops and takes accountability for a business plan which is aligned to the segment strategy (consolidation of level 3 plans).
• Integrates delivery and metrics across the people, process, finance and customer dimensions of the business at a strategic or tactical level.
• Delivers on strategic projects as sponsor or owner.
• Manages direct (Ops Manager & Senior Specialists) and indirect reports (Team Leaders / Clerical staff).
• Accountable for thought leadership and best operating practice in response to external environment.
• Accountable for setting IT direction in own area of control. Strong focus on cross functional operation and networking across internal and external boundries.
• Manages between 200 - 400 staff (as a guideline), including managers at multiple levels.
• Strong focus on direction setting and achieving operational results through building a strong operational management (Operations Manager) team, with support functions (HR, communication, process management etc.)
• Ability to operate operationally, tactically and strategically.