Head - Operations Enablement

The Head of Operations Enablement is responsible for
driving automation, digitisation, improving productivity, and operational
efficiency, including the use of AI, throughout the Customer Operations areas.
The role will be responsible for implementing strategies and processes that
continually increase the efficiency and effectiveness of the WFS Service
ecosystem.

Reporting
to the Customer Operations Executive, the Head of Operations Enablement works
closely with internal stakeholders to ensure that appropriate objectives and
priorities are enabled within the Customer Operations organisation. To do this,
the Head of Operations Enablement will build and leverage partnerships across
the business, and provide deep analysis of each of the areas to identify gaps
and trends to be addressed.

• Partner
  closely with Customer Operations Leadership, Training, and QA to identify and
  address knowledge gaps within the Customer Operations organization.
  
• Work
  with the Product and Customer and QA teams to effectively improve operations
  processes through data analysis.
  
• Provide
  both the call centre and operations teams with information that will enable
  them to enhance and enable their servicing skills.
  
• Drive
  increased adoption of FCR and continue to optimize those processes through
  partnerships with our technology management function and others across the
  business.
  
•  To produce and optimize accurate and
  timeous standard and ad-hoc Management Information reporting for the Customer
  Operations Management Team
  
• Consistently
  measure the effectiveness of Operations enablement programs and recalibrate
  them, as needed, to improve knowledge transfer, behavior change, and business
  results.
  
• Efficiently
  run the Workforce Management function across the Enterprise
  

• Develop and manage the delivery and execution
  of operations enablement programmes
  
• Drive
  optimization of processes through partnerships with the IT function and others
  across the business.
  
• Strategically
  manage internal and external stakeholders to improve embedment and optimisation
  of processes
  
• Measure the effectiveness of operations
  enablement programs and recalibrate them, to improve knowledge transfer,
  behaviour change, and business results
  
• Staff and Talent Management
  
• Fostering
  career growth and development for your direct reports.
  
• Standard
  MI Reports
  
• Ad
  hoc MI Reports
  
• MI
  Query Resolution
  
• MI
  Process Management and Improvement
  
• Data
  structure and Optimisation
  
• Operating
  Plan MI Enhancements
  
• WFM delivery for the
  Enterprise
  

Requirements

• Statistical Analysis
  
• Stakeholder Management
  
• Data Management
  
• Information Security
  
• Data Quality
  
• Management Information Production
  
• Demonstrated experience driving innovation and
  process improvement that enables the business to achieve its objectives.
  
• Proven
  ability to collaborate and influence across multiple organisations and
  within a team environment.
  
• The
  ability to identify needs, design enablement solutions, and deliver
  solutions to the operations team with credibility and impact.
  
• Strong
  project and time management skills, with an ability to set and maintain
  priorities to meet deadlines.
  
• A motivated self-starter with a high energy level. Proven ability in
  analytics, business acumen, commercial thinking and presenting / communicating
  recommendations across all organisation levels.
  
  

MINIMUM
QUALIFICATION   

• An Honours degree in business, statistics, or a
  related field.
  
  

EXPERIENCE REQUIRED

• Preferably, 10 years’ experience in an
  analytics/commercial/operational environment
  
  

As a proud South African brand, Woolworths
Financial Services is committed to transformation. Meeting our employment
equity goals will be taken into account in our recruitment decisions.