Head of Operations

Vacancy

Two Mountains is look for a Head of Operrations for their Midrand office on a permanent basis.

Purpose of the Job

This role is responsible for managing the end-to-end Operations value chain in the Two Mountains business, in line with strategic business objectives. Drives the operational and tactical management team of senior specialist staff in an administrative or operational business. The incumbent is individually accountable for achieving results in the workstreams of Facilities, IT, Customer Claims, Servicing and Complaints through other managers and their teams (manages service delivery through layers), over periods of 3 months to 1 year. Performs all necessary staff management functions to support Two Mountains Business profit, growth and expense management goals. Establishes and maintains effective relationships through on-going dialogue with stakeholders across the business value chain.

Key Outputs

  • Management Effectiveness 
    •  Selects and develops manager of others and specialists under supervision.
    • Drives operational excellence through areas of supervision.
    • Accountable for thought leadership and best operating practice in response to external environment.
    • Provides operational and best practice context for internal environment. 
    • Holds first line managers accountable for managerial work, including selection and performance management. 
    • Manages service delivery through a team of managers over periods of 3 months to 1 year. 
    • Individually accountable for service delivery through efforts of a team of specialists.
  • Operational Efficiency
    •  Accountable for delivery of Two Mountains reporting to clients and Business.
    • Accountable for execution of tactical business plans at operational level, for a specific operational unit.
    • Contributes to projects impacting on business deliverables.
    • Sets direction for Two Mountains operational units.
    • Makes major operational decisions within business plans.
    • Owns operational efficiency and quality for a specific operational unit, including an operations balanced scorecard incorporating finance, people, process and customer dimensions of the business.
    • Responsible for the operational and tactical management of a team of senior specialist staff in an admin or operational business.
    • Integrates delivery and metrics across the people, process, finance and customer dimensions of the business. 
    • Takes full responsibility for end-to-end Two Mountains operations value chain.
  •  Claims Assessment
    •  Monitors and oversees progress of Claims Department.
    • Implement best practices based on company goals.
    • Oversees the processing of Insurance claims and ensure procedures are handled efficiently, accurately and in a manner that protects the interests of the insured parties.
    • Supports approval or denial decisions in accordance with policy or guidelines.
    • Liaises with a range of legal and claims professionals, from loss adjusters to solicitors. 
    • Accountable for suspending claims that require further investigation to resolve them appropriately.
  •  Facilities Management
    •  Oversees and provides direction in the management of Maintenance and Repairs by ensuring that the building and its systems (like HVAC, plumbing, and electrical) are functioning properly and efficiently. 
    • Supports Facilities management team to ensure the use of office space within the facility, is optimized including office layouts, meeting rooms, and common areas. 
    • Oversees and supports implementing and maintaining safety protocols to ensure a safe working environment for all employees.
    • Responsible for coordinating with external service providers for cleaning, security, landscaping, and other vendor management services.
    • Promotes energy efficiency and sustainable practices within the facility.
    • Manage the budget for facility operations and finding cost effective solutions.
  •  IT Management
    •  Identifying technology needs and collaborating with department heads to understand specific requirements.
    • Provides clear direction and support in supervising IT staff, assigning tasks, and setting priorities.
    • Overseeing the full project lifecycle, from defining scopes to regular monitoring of progress and budget tracking.
    • Ensuring the daily maintenance and troubleshooting of IT systems.
    • Setting and monitoring Service Level Agreements (SLAs) for IT support to ensure timely issue resolution.
    • Supervising IT staff, assigning tasks, and setting priorities. 
    • Investing in the professional growth of team members through training and skill-building activities.

Minimum Qualifications:

  •  Relevant qualification equivalent to NQF Level 7.
  • Preference for tertiary qualification – Commerce.

Experience Required:

  • Minimum of 5 years of progressive responsibility in operations, preferably in the funeral industry.
  • Experience in Group Insurance Industry is preferable.
  • Minimum of 5 years team management experience. 
  • Knowledge of Claims and Administration in Financial Services.
  • Knowledge of IT Management & Facilities Management. 
  • Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modelling, leadership technique, production methods, and coordination of people and resources. 
  • Knowledge of principles and methods for showing, promoting, and selling products or services.
  • Prior Funeral Services experience advantageous.

Technical Competencies

  • Must be highly analytical, results-oriented, able to multi-task, negotiate, and work in a fast-paced environment.
  • Revenue and profit-making orientation.
  • Outstanding leadership skills. Inspiring interpersonal effectiveness to lead the team, train talent and effect change.
  • Track record of building talent.
  • Excellent Business English, verbal and written Skills.
  • Computer literate.
  • Valid Driver’s License.

Behavioral Competencies

  • Business Orientation
  • Developing Employees 
  • Leadership of Groups 
  • Planning & organizing
  • Problem Solving
  • Resilient and Driven to Achieve Results, Initiative.

Closing Date: 20 November 2024

Suitable candidates should forward their applications to: hr@twomountains.co.za 

Two Mountains is an equal opportunity employer subscribing to the Employment Equity Act and hereby invites applications from suitably qualified people to fill the mentioned vacancy.

  • If you do not hear from us within a month of the closing date, please regard your application as unsuccessful.
  • Applications received after the closing date will not be considered.
  • It is the applicant`s responsibility to have foreign qualifications evaluated by the South African Qualifications Authority (SAQA).
  • Only candidates who meet the requirements should apply.
  • Two Mountains reserves the right not to make an appointment.
  • Correspondence will be entered into with shortlisted candidates only.
  • CVs from Recruitment Agencies will not be accepted.