MMA Operation Manager

What you'll do

• Manage the MMA operations portfolio within the assigned scope, ensuring delivery of business value, service targets and sustainable stakeholder relationships.
• Provide input into the business area's tactical strategy and translate approved priorities into an integrated operational plan, performance measures and delivery routines.
• Monitor operational performance against agreed targets and KPIs, interpret trends and exceptions, and implement corrective actions to improve service, sales enablement and operational outcomes.
• Direct the analysis and improvement of end-to-end processes to address gaps, reduce operational risk and ensure current process documentation and controls are maintained.
• Implement, monitor and control operational processes in line with quality standards, policies, governance and regulatory requirements.
• Coordinate cross-functional stakeholders to diagnose root causes of operational breakdowns, resolve issues within delegated authority and escalate material risks or dependencies.
• Ensure operational processes are aligned to the customer journey and support a consistent experience across stores, business support, the Call Centre and other customer touchpoints.
• Evaluate opportunities to use technology and platform capabilities to streamline work, improve controls and reduce duplication, and coordinate approved enhancements with Product and Technology teams.
• Review customer and stakeholder feedback, service information and operational reporting to identify recurring issues and implement sustainable improvements.
• Ensure compliance with applicable statutory, legislative, policy and governance requirements in the area of accountability and maintain appropriate operational risk controls.
• Identify system or process issues, define operational requirements and work with Product and Technology teams to implement and embed agreed changes.
• Provide input into governance and compliance processes, identify emerging risks and participate in relevant operational or specialist forums.
• Provide input into budget planning, manage approved operating expenditure within delegated parameters and report on variances, cost efficiencies and delivery outcomes.
• Identify and implement operational opportunities that enable product growth, revenue performance and achievement of agreed sales and service targets.
• Maintain a clear understanding of internal and external customer needs and ensure operational teams deliver against agreed service standards.
• Define and communicate operational service solutions, secure stakeholder alignment and ensure customer queries and complaints are resolved within agreed timeframes.
• Maintain accurate product and process knowledge across the operational team and ensure relevant information is communicated to customers, vendors and stakeholders.
• Build effective cross-functional relationships to align expectations, share knowledge, influence delivery and obtain the support required to achieve portfolio outcomes.
• Identify team capability requirements and implement practical development, knowledge-transfer and succession actions.
• Set clear team objectives, monitor delivery and provide coaching, guidance and performance feedback in line with Group policies and procedures.
• Manage people processes within delegated authority, including performance, recognition, conduct and talent practices, and escalate matters where required.

What you bring

• Relevant bachelor’s degree or diploma in Finance, Business Management, Business Administration or a related field – (essential).+5 years’ experience in a senior operational management capacity or equivalent, with exposure to managing a complex, multi-site or distributed operational portfolio in Financial Services, Retail and/or Banking – (essential).
• Good understanding of operational risk and applicable financial-services requirements, including AML/TF, FAIS, GCOC, Market Conduct and the Code of Banking Practice – (essential).
• Clear credit and criminal record – (essential).
• RE5 or RE1 – Banking or Insurance – (essential)
• Relevant CPD and Class of Business requirements – (essential).
• Strong proficiency in MS Office 365 – (essential).
• Ability to travel as operationally required and a valid South African driver’s licence – (essential).