A company based in Cape Town is looking for a Senior Sales and Operations Manager. This role oversees all operating activities with relation to sales, client services and processing of applications, across all functions within the iSmart business, current and future.
The role will require a person with a creative, solution driven mind-set, the ability to evaluate performance, evaluate and provide strategy and direction, along with a strong commercial and analytic abilities.
Required to travelClient / Supplier facingRequirements : Formal qualification : Minimum Grade 12 or equivalent NQF level 4Bachelor's Degree advantageousPassed credit and criminal checksA Citizen or valid work permit for S.
AUnderstanding : Understand business ethics and valuesUnderstands key call centre metrics, performance monitoring and rewardService level agreementsHas working knowledge of corporate customers and their needs.
Experience : 5+ years' related experience.3+ years' experience as a Manager; or 3+ years' experience in a mid-senior managerial role.
Demonstrated experience managing cross functional departments, on multiple campaigns.Strong management skills with the ability to lead cohesive and productive teams.
Strong interpersonal skills with the ability to communicate with all levels of management through diplomacy and tact.Attention to detail and focus on process enhancement and improvement.
Technical competence within Microsoft office suite essential, additional technical experience advantageous.Excellent oral and written communication skills.
Knowledge of the telecommunications market, related on boarding procedures is essentialKEY TASKS : (List not exhaustive)Financial Management -
Manage budgets specific to overall control of planning, staffing, budgeting, expense priority management, and recommendation and implementation changes of current methods.
Cost effective allocation and use of company resources.Business Process Management - including : Governance - abide by, direct and control broad activities of the of the business unit(s) through the interpretation, application and implementation of company-
wide policies and processes appropriate to the functional area(s).Strategy - including presenting Company at public functions, events and meetings, conductmeetings and compile reports to keep management informed.
Operational : The person will required to provide strategic leadership, planning, communicating goals and implement actions plans resulting in positive changes, while ensuring all aligns with the vision of the business.
Design customer experiences that reflect enhanced satisfaction, corporate strategy and are profitable including identifying the people, process, and technology capabilities required to deliver desired customer experiences in market, and then plan for the implementation of those experiences.
Leading operational efforts and subordinates through collaboration to ensure completion of relevant administration of business process and services for relevant customer segments and process flows.
Defines analysis solutions to ensure ability to understand / define / refine the customer segments and develop an action plan based on insight into customer behaviours, propensities, needs, and performance of activities and insight into performance and opportunity related to customer experience initiatives.
Analyse data to understand why customers are satisfied / dissatisfied, along with their attitudes, motivations etc. to develop deep insights into customer needs and behaviours, with recommended process improvements.
Create key performance metrics surrounding the customer experience; measure, analyse, and develop organizational recommendations.
Continues measure and refine the customer experience strategy.Directs comprehensive, ongoing program analysis, and reporting to inform business decisions, programs, and investments.
Creates scorecards / dashboards and target metrics for all teams and areas within the business unit and drive best practices and continuous improvement programs to achieve and maintain industry leading customer satisfaction / experience metrics.
Manages supplier efficiency through relationship building, regular catch up and meetings, holding accountable for actions.
Provide leadership, guidance and coaching for all direct reports to maintain an engaged and productive workforce; partnering with Human Resources on employee matters.
Arrange and coordinate new business opportunities, client briefs and meetings with relevant stakeholders where necessary including preparing all documentation required for New Business calls.
Monitor the performance of the sales floor and give input, design and develop strategies on areas of improvements while ensure the day to day operations are executed promptly and updates are communicated to clients.
Manage current and new relationship with external clients.Ensuring client progress reports are delivered timeously.Manage correctness of data entered into company's management system.
Forecast sales targets and ensure they are met by the team.Track and record activity on accounts and help to close deals to meet these targets.
Identify opportunities for campaigns, services, and distribution channels that will lead to an increase in sales.Identify opposition companies that pose any major potential threats to the existing business.
Give input on developing the company's unique selling propositions and differentiators by using knowledge of the market and competitors,Present to and consult with mid and senior level management on business trends with a view to developing new services, products, and distribution channels.
Plan sales approaches and pitches utilising strategic sales methodologies to ensure that appointments and new business opportunities convert to new business.
Manage client expectations and respond to customer requests.Act as representative of the company at industry events and build effective and maintain sound relationships with customers.
Learning and Growth (Staffing)Collaborate and create clear and concise development plans to ensure succession planning.Assist in the allocation of resources within the team.
Ensure alignment between employee and management goals.Engage continuous training and mentoring activities to improve skills and competency levels.
Identify ideas to increase motivation and competencies.Vendor ManagementDevelop, maintain and manage trusting and respectful relationships with clients and suppliers and manage their expectations effectively.
Engage with, and support, 3rd party requirements in relation to process or customer service.Negotiating service level agreements with clients.
Communicate delays or potential problems to clients effectively.Deal with daily request and queries from clients.Notes : ?
The Company reserves the right to withdraw this vacancy at any time.Please submit your application by submitting an updated CV with subject line "Senior Sales & Operations Manager".
Further communication will be limited to shortlisted candidates.Only the most suitable candidate(s) will be selected and shortlisted for interviews.
Your application will be subjected to further employment checks which can include, credit, criminal and reference checks.
If you have not received a response from us within 4 weeks of submitting your application, please consider your application as unsuccessful.
The company is guided by the principles of Employment Equity.Candidates with disabilities are encouraged to apply and an indication in this regard will be appreciated.