About the position
Our client, market leader in the South African Roadside Assistance Services, is currently recruiting a permanent position for anExecutive: Operations based in Gauteng.
The Executive: Operations is a strategic and operational leader responsible for designing and driving the AA's end-to-end operational performance. This includes an oversight of Emergency Road Services (ERS), Emergency Rescue Services, the Emergency Contact Centre (ECC) and Membership.
This role ensures the efficient, high-quality, and delivery of services to members, aligning operational strategies with the overall business objectives and driving continuous improvement across all operational functions.
- Department: Office of the CEO
- Direct Reports to: Chief Executive Officer
- Direct Reports: Membership Manager, Manager: Call Taking, Operations Systems and Process Manager, Manager: Vendor Management, Manager: ERS, Information Technology
Duties and Responsibilities:
- Lead the development and execution of the operations strategy in line with the organisation's strategic goals
- Champion innovation, service excellence, and operational sustainability across all service delivery channels
- Drive operational excellence through process optimisation, automation, and the implementation of best practices
- Identify and evaluate new technologies and operational models to enhance efficiency, reduce costs, and improve service delivery
- Oversee the day-to-day operations of key operational service lines including, but not limited to the ERS, ECC, Membership
- Ensure all operational activities comply with relevant regulations, internal policies, and quality standards
- Manage operational budgets, control costs, and drive efficiency without compromising service quality
- Establish and monitor key performance indicators (KPIs) for all operational departments, implementing corrective actions as needed
- Champion a customer-first approach, ensuring that all operational processes are designed to deliver exceptional member experience
- Monitor service levels and customer satisfaction, implementing initiatives to address feedback and enhance loyalty
- Manage relationships with third-party service providers and partners to ensure consistent quality and adherence to service level agreements (SLAs)
- Oversee the resolution of complex operational issues and customer complaints
- Identify and mitigate operational risks, ensuring business continuity and resilience
- Ensure strict adherence to all health, safety, environmental, and quality regulations
- Develop and maintain robust disaster recovery plans for critical operational functions
- Drive a culture of innovation, accountability and excellence within operations, encouraging new ideas and solutions to enhance service delivery and efficiency
- Promote cross-functional collaboration and knowledge sharing within the operations department and with other business units
Minimum Requirements:
Education and Experience:
- Bachelor's Degree in Business Administration, Operations Management, or a related field. A Master's degree (MBA) is advantageous
- Minimum of 10-15 years of progressive experience in operations management, with at least 5 years in a senior leadership role, preferably within a service-oriented industry (e.g., automotive, logistics, emergency services, insurance)
- Proven track record of successfully leading large operational teams and managing complex service delivery networks
- Demonstrated experience in driving process improvements, implementing new technologies, and achieving operational efficiencies
- Strong financial acumen with experience in budget management and cost control
Knowledge and Skills:
- Strong ability to translate business objectives into actionable operational strategies
- Deep understanding of operational best practices, process optimisation, and performance management
- Excellent analytical and problem-solving skills, with a data-driven approach to decision-making
- Unwavering commitment to delivering outstanding customer service
- Good verbal and written communication skills, with the ability to engage effectively with all levels of the organisation and external stakeholders
- Comfortable with various operational software, CRM systems, and data analytics tools
- Ability to inspire, motivate, and manage diverse teams effectively
- Strong project management skills to lead and implement operational initiatives.
Salary:
Desired Skills:
- Executive
- Operations
- Gauteng
