Operations Manager

PURPOSE OF JOB
As Operations Manager, you will oversee daily activities of the A2Pay group to ensure smooth operations, maximize efficiency, and meet targets.

You will manage staff, coordinate with third-party implementers, set and enforce operational policies, monitor performance metrics, and identify areas for improvement.

You will also collaborate with various departments to refine processes and fulfill organisational objectives.

To thrive in this position, strong leadership, problem-solving, and communication skills are vital.

RESPONSIBILITIES

1. Responsible for running a successful operation at A2Pay, ensuring strong business performance, and leading a motivated team to deliver excellent customer experiences.
2. Coach and Mentor the Branch Managers and their staff.
3. Understand your customer base and identify opportunities to build and grow profitable relationships.
4. Achieve exceptional business outcomes and drive outstanding sales performance.
5. Acquire new customers and retain and grow your relationships with existing customers.
6. Responsible for the operational efficiency of the business and productivity of its staff.
7. Prepare reports for management on a weekly and monthly basis, and, if need be, also for the board of directors.
8. Have a good understanding of operational control procedures.
9. Take charge of solving complex issues by collaborating with colleagues across offices and departments to ensure a smooth experience for customers.
10. Provide a superior level of customer relations and promote the service culture through coaching, guidance and staff motivation.
11. Participate in community affairs to increase new and existing business opportunities.
12. Perform other duties in the absence of the COO.
13. Set challenging performance and business objectives.
14. Work to your people's strengths and instil in them the passion and commitment to deliver an exceptional service.
15. Assess your team's effectiveness by setting individual performance goals and suggesting improvements, while ensuring sales and customer satisfaction targets are met.
16. Promptly address and manage underperformance as soon as it is identified following company guidelines.

SKILLS

1. Ability to Hire, Train, Coach, Mentor and Motivate staff.
2. Experience in Operation, Sales, Customer acquisition and Client relationships.
3. Well versed with Control and Compliance.
4. Take ownership of resolving complex problems, working with colleagues to provide a seamless experience for customers.
5. Ability to manage resources effectively and within budget.
6. Ability to measure and monitor the team's effectiveness by developing individual performance objectives.
7. Good communication, leadership, people management and planning and implementation skills.
8. Relevant operational experience and proven track record.
9. Self-motivated, energetic and possessing high integrity.
10. Must implement procedures and best practice.
11. Must show strong scheduling, planning and budgeting skills.
12. Must be able to predict and prevent foreseeable problems, while evidencing critical thinking and problem-solving skills.
13. Must be focused on meeting targets and adhering to deadlines.
14. Must be proficient in Excel, Word, and Microsoft.
15. Must be able to present to stakeholders and the board of directors.

REQUIREMENTS

1. Proven work experience as Operations Manager or similar role with 5 Years experience.
2. Knowledge of organisational effectiveness and operations management.
3. Experience budgeting and forecasting.
4. Familiarity with business and financial principles.
5. Excellent communication skills.
6. Leadership ability.
7. Outstanding organisational skills.
8. Degree in Business, Operations Management experience or related field.
9. Experience with informal retailers is essential.