Operations: Support Manager

Operation support manager

Transaction Junction is looking for a Support Manager to join their Operations team. The successful candidate would be responsible for leading and managing TJ’s comprehensive Operational capabilities, thereby effectively supporting the business and client-service strategy. 

Educational qualifications

  • Matric
  • Relevant IT qualification (certificate/diploma or degree)
  • Minimum of 3 years’ relevant people management experience
  • Willingness/availability to travel

Expectations

  • Implementing, critically evaluating and ensuring that the team’s day-to-day tasks and strategies are effectively aligned to support the overall business strategy
  • Ensure that the team performs according to contracted performance areas to deliver the highest levels of service to stakeholders
  • Continuously evaluate and improve processes to help ensure their effectiveness
  • Proactively identify and manage operational risks
  • Identify ways of promoting accuracy and maximising productivity within the team
  • Ensure effective communications across the department and within the business as a whole
  • Assisting with the implementation of changes to existing products and processes as well as the promotion of new products into operation
  • Constantly evaluate and analyse service issues and enquiries, seeking to determine their importance and levels of urgency. Perform and direct investigations when necessary and ensure appropriate responses in a timely manner.
  • At all times ensure that communications are conducted professionally, in a timely and empathetic manner (whether written or verbal) when communicating with internal and external customers.
  • Building and maintaining professional relationships with intermediaries as well as other internal and external stakeholders.
  • Staff development
  • Actively promote the visibility of the operational environment within the business by way of regular feedback sessions to the business

Competencies

  • People management
  • Knowledge and understanding of databases seen as an advantage
  • Knowledge of payments and a background in transaction processing will be seen as an advantage, although it is not a prerequisite
  • Data analysis and intepretation
  • Building and maintaining relationships
  • Problem solving and decision-making skills
  • Leadership and coaching skills
  • Customer service orientation
  • Analytical and conceptual thinking
  • Strong reasoning skills and an aptitude for problem-solving
  • Detail orientated
  • The ability to work with various internal groups as well as external role players
  • Performance-driven and quality minded approach
  • Excellent communications skills (English and Afrikaans)
  • Strong computer application skillset