The Executive Head of Operations is a pivotal role within Munsoft with an overall management of the Product Development, Client Support and Project Management Office, ensuring that key stakeholders remain aligned and enabling a collaborative culture where problem areas can be addressed, and solutions identified. This senior leadership position is tasked with streamlining our operational capabilities, enhancing client satisfaction, and fostering a collaborative environment that nurtures innovation and operational excellence. Reporting directly to the CEO, this role requires a visionary leader with the acumen to manage diverse teams and the agility to adapt to the dynamic needs of our clients and the market.
Duties & Responsibilities:
- Operational Leadership and Strategy: Oversee daily administrative and operational functions, ensuring a cohesive operational framework across the organization. Implement strategies to optimise operational capabilities, maximising client satisfaction and service delivery. Develop and enforce effective operational procedures that promote efficient, cost-effective operations and exceptional client experiences.
- Operational Support Management: Oversee client support management functions, ensuring technical assistance is effectively provided to all clients. Driving client satisfaction by ensuring that the support provided is of the highest standard. Through continual operational reviews, providing valuable insights to the Support leadership team. Engaging appropriate internal resources to address and resolve technical issues that have been escalated, maintaining transparency with clients by keeping them informed about the progress towards resolution. Offer product-related guidance to Support Management teams, ensuring a deep understanding of Munsoft’s offerings and strengthening client trust and loyalty towards Munsoft.
- Project Management Oversight: Leading, inspiring and overseeing the Project Management Office, aligning team efforts with Munsoft's goals and stakeholder expectations, and promoting a collaborative culture for solving challenges innovatively. Ensure the successful implementation of all client conversion projects within Munsoft, ensuring they are completed within scope, budget, and allocated time and proactively managing project risks.
- Product Management: Translate Munsoft’s business strategies into actionable product strategies, ensuring solutions align with client needs. Responsible for managing the profitability and commercial success of Munsoft products, driving adoption among clients, and ensuring a high level of product saturation within the client base. Develop and maintain product collateral and sales tools to aid in the selling process and enhance market competitiveness
Required Qualifications:
- Formal Qualification in Technology Project management, or business field.
- A minimum of 5 years of experience in Operations management, or in a similar role, preferably within the tech or public sector.
- Proven experience in product management, demonstrating the ability to translate business strategy into successful product strategy.
- Strong understanding of reporting requirements, especially those pertaining to Local Government and mSCOA Regulations.
- Excellent communication and interpersonal abilities, with the capacity to advise and influence executive management.
- Exceptional analytical, strategic thinking, and problem-solving skills.
- Exemplary leadership qualities, with the ability to inspire and manage teams towards achieving excellence in operations.
- Strong understanding of market dynamics, customer needs, and the competitive landscape.
- Proficiency in MS Office and CRM software (e.g. Salesforce)
- Experienced in regional people management, team-oriented, able to communicate efficiently internally to ensure full buy-in
- Ability to travel
To be considered, your application must be able to match the essential criteria. Should you be interested in applying for this role, please send a concise CV to [email protected]
Preference will be given to all ITNA Group of Companies’ employees.
