Principle Accountabilities

Compliance and Operations Management:

• Lead Development and implementation of HFDI and Group policies and procedures to streamline business processes and enhance efficiency.
• Monitor and analyze operational metrics to identify areas for improvement and implement solutions accordingly.
• Oversee the management of property assets, including leasing, maintenance, and tenant relations.
• Ensure compliance with regulatory requirements and industry standards.
• Identify, evaluate and propose mitigations that could affect the HFDI’s objectives, projects, or operations
• Evaluate existing business processes and workflows to identify inefficiencies, bottlenecks, and areas for optimization.

Process Improvement:

• Work cross-functionally to redesign processes, streamline workflows, and automate manual tasks using best practices and innovative solutions.
• Monitor and measure process improvements to ensure sustainable results and ongoing operational excellence.
• Prepare regular reports and presentations on operational performance for senior leadership.

Technology Enablement:

• Collaborate with IT and business units to assess technology needs and opportunities for digital transformation.
• Identify and implement technology solutions to enhance efficiency, productivity, and decision-making across the organization.
• Lead the integration and adoption of new technology platforms, ensuring alignment with business objectives and user requirements.

Team Leadership:

• Lead and motivate a team of site administrators and other operations staff to achieve company goals and objectives.
• Provide guidance, coaching, and mentorship to team members to foster professional development.
• Foster a culture of collaboration, accountability, and continuous improvement within the operations department
• Monitor key performance indicators (KPIs) and metrics to track operational performance and ensure targets are met.

Customer Focus:

• Ensure that operations are customer-centric and contribute to high levels of customer satisfaction.
• Address and resolve customer issues related to operational performance.

Key Competencies and Skills

Technical competencies

• Proven work experience as an Operations Manager or equivalent.
• Knowledge of CRM software and Microsoft Office Suite.
• Solid customer service attitude with excellent negotiation skills.
• Knowledge of KYC/AML compliance requirements.
• Strong Process orientation.
• Knowledge of agile methodologies.
• Astute product knowledge.
• Analytical skills.
• Project Management skills.

Leadership Competencies

• Performance Management.
• Strategic orientation.
• Stakeholder influencer.
• Result orientation.
• Strong communication and team management skills.
• Strength in problem solving, issue-resolution and ability to work in a deadline-driven work environment.

Minimum Qualifications, Knowledge and Experience

Academic Qualifications:

• Bachelor’s Degree in a Business-related field or any relevant field.
• Relevant Agile Certification such as: Certified ScrumMaster (CSM), Professional Scrum Master (PSM), Agile Certified Practitioner (PMI-ACP) or Prince is an added advantage.

Experience:

• Minimum of 5 years of experience in Operations management or a similar role.
• Demonstrated experience in developing and implementing process flows.
• Demonstrated experience in identifying inefficiencies and implementing process improvements.
• Proven experience in a leadership or managerial role, with responsibilities for leading teams and managing staff.