head of core operations

Johannesburg, South Africa

Skills and Experience

Experience

At least 8 years experience in an operations environment (preferably Service Delivery), or:

Project Management
Investment
Banking
Consulting
Business Intelligence
Strategy

Project management experience beneficial
Exceptional data analytic skills
Tech experience advantageous

Skills

Strong leadership
The ability to work with remote teams across time zones, to develop strategies and foster a cohesive and creative work environment
Problem solving skills: ability to identify a business, operational or organisational challenge, frame the problem, and decide on an appropriate course of action
Strategic and business-acumen: strong ability to analyze data to identify operational inefficiencies, financial opportunities, and industry trends
Communication ability: clear and concise communication with an eye towards insights and next steps, whether in writing, decks or live meetings
Project management: proactive communication, punctuality, and clear timelines
Speed and balancing priorities: many tasks, from tiny to huge, come to this role, and you must be able to execute quickly while frequently re-prioritising
Bias towards action
Self-starter attitude: self-serve, investigate and getting the data we require will make you much more effective in this role
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who we are

AURA is the world’s leading emergency response marketplace. AURA is a technology platform which enables anyone to access the closest vetted private security & medical response unit to their location, anywhere, anytime, using a connected device.

AURA’s vision is to create a world where everyone is safe. This is supported by a company mission focused on making emergency services more accessible, inclusive, and effective by creating and deploying incredible technology.

who you are

AURA is looking for a dedicated, hard-working and out of the box thinking individual to take on the role of Head of Core Operations at AURA. The role is based in Johannesburg, South Africa and will report directly to the Chief Operating Officer at AURA.

The role of the Head of Core Operations is to monitor the end-to-end service delivery across the platform marketplace. This person needs to be a path finder, customer centric and have 100% belief in AURA’s vision, product offering and team. If this is you, apply now!

what you’ll do

Define, meet and exceed client SLAs to ensure quality service and expectations are achieved across all regions
Manage client ingestion, the operations of the Control Room
Collaborate with the Supply and Tech Departments to ensure efficiency throughout Service delivery
Provide insights and recommendations to regional Supply and Customer Success teams
Implement scalable and standardised Tech and Service delivery improvements through a data-driven approach in order to drive Service delivery enhancements
Initiate, implement and promote ongoing improvements to Service Delivery through the creation of a structured Continual Service Improvement Program
Foresee and mitigate against future challenges to Service Delivery
Review and analyze Service performance against SLAs
Coordinate the implementation of any business intelligence data requirements with the Business Intelligence team
Manage the new client onboarding process
Implement and successfully execute any proof of concepts
Manage key global Service delivery projects
Standardise systems and processes across all regions (QA, Training, SOPs)
Implement new region scaling frameworks in established and new regions
Report and present on Service delivery status updates to Management
Management of issue resolution in order to maintain quality service for all clients and users
Manage regional Service Managers