Job Description

Operational Delivery and Quality Management
Ensure operational excellence by adhering to Service Level Agreements (SLA)
and achieving Key Performance Indicators (KPI) for both applicants and
clients.
Mobilise and align company resources to drive change initiatives, monitor
progress, and improve service delivery.
Play a pivotal role in the company\'s growth strategy and contribute
significantly to achieving CX objectives.
Spearhead CX improvement initiatives, expand the utilization of CX surveys,
and achieve regional CX targets (CX targets (VOC (Voice of Customer), VOM
(Voice of Market), SMCC (Social Media Command Center), CMS (Customer
Management System), Trustpilot and GMB (Google My Business)
Identify, guide, and monitor projects aimed at achieving SLA, VOC, and VOM
targets.
Lead operations control audits to ensure efficiency and adherence to
standards, developing and executing an aligned audit plan with organisational
objectives and risk profile.
Oversee ISO certification process, guiding departments in standards
implementation, planning, execution, and documentation.
Website management work with website lead to deliver accurate and
relevant information to visa applicants in the most optimal structure
Strategic Transformation and Innovation
Develop and implement strategic initiatives to drive company-wide
transformation aligned with the overall business strategy.
Provide Lean Six Sigma (LSS) and Process Excellence (PEX) training to
operational and support team members.
Oversee the corporate data warehouse, collaborate with the Technology team
to enhance and manage the platform, and facilitate automation in data
capture and reporting.
Lead the development and execution of the company\'s transformation
strategy, ensuring alignment with business objectives.
Collaborate with senior leadership to prioritize transformation projects and
ensure initiatives align with the overall business strategy.
Monitoring, Reporting and Stakeholder Engagement
Establish key performance indicators (KPIs) to measure the success of
transformation initiatives.
Utilize project management tools and methodologies to track progress,
manage risks, and ensure projects are delivered on time, within scope, and
budget.
Provide regular progress reports, highlight challenges, and communicate
outcomes to the executive team.
Engage employees at all levels to secure support and buy-in for
transformation efforts.
Team Management & Succession Planning
Ensure the professional development of the team and provide necessary
training.
Create and maintain a robust talent pipeline to ensure succession planning
(1:2 ratio).

Zodiac HR