Job Description

This job is tasked with enhancing and managing the operational aspects of ooba's Customer Sales Centre. It is pivotal in driving the effective distribution and servicing of ooba's diverse product range, directly contributing to the company's goal of diversifying its offerings and enhancing customer experience. 

ooba is in the business of home ownership. We exist to enable our customers to increase their wealth, happiness, and security through the home ownership dream. This purpose requires a strategic focus on homeowners and for us to develop innovative, value adding products and services that improve their wealth and happiness.

In this key job, you will significantly contribute to ooba's mission through innovative and efficient service delivery. The job requires a blend of operational excellence, strategic insight, and a strong focus on customer experience.  

1. Operational Management and Organisational Design Implementation

• Manage the assigned sales teams and their key performance outputs to achieve agreed sales targets.
• Lead the operational execution of a new design for the Customer Sales Centre.
• Manage the integration and optimisation of technology platform/s to enhance operational efficiency.
  

Service Request Process Excellence

• Oversee the process of handling service requests, ensuring they align with partner needs and business goals.
  
• Implement and maintain high standards of service request evaluation and processing.
  

Servicing Proposal Development and Management

• Develop comprehensive, customer-focused servicing proposals.
• Conduct negotiations and manage the finalisation of service contracts.
  

Service Setup and Operational Improvement

• Oversee the configuration and implementation of services, ensuring they meet customer needs and operational standards.
  
• Lead change management process withing the service setup.
  

Stakeholder and SLA Management

• Maintain strong relationships with key stakeholders and manage internal and external partnerships.
• Ensure compliance and continuous improvement in SLA and OLA management.
  

Continuous Improvement and Knowledge Management

• Drive continuous improvement initiatives within the team.
• Develop and implement strategies for effective knowledge management and operational learning.
  

• Tertiary-level qualification in Business Administration, Management , or a relevant field.
• Extensive experience in a senior operational role within a service/sales center or related environment.
  
• Proven track record in managing service contracts, client relationships, and operational redesign.
  
• Experience with technology platform integration and operational enhancement.
• A proven track record in managing coordination of cross functional teams to bringing new products, processes, and services to the market (i.e. technology, design, finance, sales, marketing, operations, and change).

Required Skills & Knowledge

1. Excellent tactical operations planning and management skills Essential for effective operational management and organisational design implementation.
   
2. Excellent communication and interpersonal skills Critical for influencing, aligning, and integrating cross-functional teams, especially important in this role in that it requires coordination across various departments.
   
3. Data Analysis skills Critical for interpreting workshop and client/product owner meeting outputs and sales outputs which is crucial in developing and managing servicing proposals and service contracts.
4. Business analysis, process design, and optimisation Key for ensuring the service setup is efficient and meets ooba's goals.
   
5. Project management Necessary for overseeing the implementation of new structures and technology platform.
6. Excellent writing and presentation skills Vital for clear and effective communication, especially considering the high degree of interaction with different stakeholders.
   
7. Highly numerate Critical for managing and evaluating sales performance metrics and financial aspects of service contracts.
   
8. Good knowledge of techniques for planning, monitoring, and controlling projects Useful for managing the operational aspects of the Customer Sales Centre.
   
9. Innovative thinking Ability to drive continuous improvement and implement innovative solutions in service delivery.
   
10. Change management Skills to effectively manage and lead through change, particularly important in this dynamic operational environment.
    
11. Strategic insight Understanding how operational decisions impact the broader organisational goals and strategies.
    

Critical Competencies

1. Planning
2. Results-oriented
3. Decisiveness
4. Directing
5. Analysing and forming opinions
6. Negotiating
7. Adaptability
   
8. Customer Focus