Job DescriptionReporting to the Operations Manager, the successful candidate will be responsible for the following activities:Management and Supervision of NDLSFO staff across a defined group of centresCo-ordination of rosters, ensuring the best utilisation of staff to support operations and meet SLA'sLeading recruitment campaigns and play an active role in onboarding and training of new staff.Ensuring all training documents for new hires are submitted to the Operations Manager in a timely mannerCreate and update training documentation in line with operational procedures as directed by the Operational ManagerConduct planned and unplanned visits to centres on a weekly basis ensuring good communication exists between the successful candidate and associated staff at all timesConduct Centre audits in terms of operational procedures including compliance to Identity Validation, Document Validation and NDLSFO Business RulesResponsible for ensuring all Centres are compliant with utilisation of the Front Office Solution and Dual Screen TechnologyPreparation, review, and analysis of NDLSFO daily/weekly/ productivity statistics reports for all staffCarrying out staff appraisals and ensuring development plans in place where required for staffCarrying weekly analysis of Error Reports including engagement with specific Verification Officers to ensure professional development is at the forefront of any weekly performance reviewsLiaising with HR in relation to HR Issues as required and participate in meetings/disciplinary hearings where appropriateLiaising with Management re improvements or potential efficiencies that can be gained within the centres and/or the back officeLead and active participant in payroll preparation for each payroll period.
This will include actively ensuring all staff clock cards are accurately updated prior to payroll deadlinesApproving & Updating Expenses & Annual Leave RequestsStock Control / Inventory Management – responsible for ensuring adequate supplies of stock and equipment are ordered, available and distributed to centres to avoid any operational disruptionsResponsible for ensuring each Verification Officer are completing their application processing, customer registration, verification, authentication, and payment processing activities in accordance with quality procedures, productivity, and service level agreementsResponsible for ensuring the highest possible standards are adhered to with regard to Data Protection and Record Management in the NDLS centresDriving excellence and ensuring the highest level of service is delivered to our customersInvestigate Complaints and support back-office team with drafting responses whilst adhering to contractual deadlinesSupport the Operations Manager and Service Delivery Manager in ensuring that the Service Delivery and the Operations Support Team are fully engaged with the strategy and vision of the businessLeading and motivating the front office teams to deliver on agreed objectives, KPI's and SLA's and drive customer satisfactionWork with the Operations Manager and other Supervisors to implement productivity targets where applicable and ensure that teams have clear understanding of daily/weekly and monthly contractual requirements and objectivesThis is not a definitive list and other duties may be added on an Ad hoc basisQualificationsThe ideal candidate should possess the following attributes/skillsets:Dynamic, confident, and motivated individual with a proven track record within the Operations and Service Delivery SectorExperience in both Supervisory and Client Facing Roles an advantageCapacity to manage challenging KPI's for internal and external customersAbility to work under pressure meeting challenging deadlines in an efficient and competent mannerTeam management and process improvement capabilities and expertiseStrong customer service focus and experienceFluency in both written and oral English – excellent documentation skills requiredExcellent communication skills vital to this roleDemonstrate the ability to be flexible/adaptable, reliable, and tolerant in a changing working environment whilst maintaining efficienciesInitiative and excellent problem-solving skills in a fast-paced environmentSuccessful candidate should be pro-active, have excellent organisational skills and attention to detailPC Proficiency and knowledge of MS Office applications