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.