POSITION OVERVIEW

The Operations Executive provides customer support to internal stakeholders as well as external clients, through the set-up, administration and maintenance of projects and solutions executed through various software applications.

The core tasks in which the Operations Executive is involved in, include programme and project set-up, survey authoring, survey testing, survey deployment, sample list preparation, data table set-up, data analysis as well as client support, training, and other general operational tasks.

In executing projects, the Operations Executive makes use of a combination of different solutions, platforms, and processes. Naturally curious, the Operations Executive is open to new technologies and experimentation, not being afraid to test, fail and learn. Critical thinking and problem-solving comes naturally to the Operations Executive.

A Market Research background, grasp of research principles and their practical application, sound technical experience, project management skills, problem solving abilities, people engagement skills and the ability to manage concurrent projects and tasks, while under the pressure of tight timelines, are key to success in this role.

The Operations Executive forms part of the Production Team [and broader Operations Team] and is an integral part of the process of uncovering and delivering Market Research insights.   

REQUIREMENTS

• Recognised post-matric qualification - ideally a 3-year degree or diploma in Computer Science or related field [i.e., Developer / Programmer].
• Market Research qualification or at least two [2] years’ experience within an organisation conducting Market Research.
• Two [2] years plus experience in a Market Research “operations” role which includes experience in survey scripting, survey deployment, monitoring, and data analysis.
• Knowledge of, and ability to use research and sample platforms [for e.g., but not limited to: Alida; Maru; Alchemer; Survey Monkey; Dooblo etc.]
• CSS / HTML experience is advantageous.
• Proficient in Microsoft and Office tools; specifically, MS Teams, MS Outlook, SharePoint, Excel, PowerPoint, and Word.

ROLES & RESPONSIBILITIES

Client and Stakeholder Support [provide support to internal stakeholders and clients in a demanding dynamic environment]

• Works closely with Account Directors, Research, Sample Operations and Analytics and Automation Teams to ensure alignment on survey, sample, analysis requirements and timelines.  
• Supports Research and Account Directors in fostering strong relationships with self-service and assisted-service clients through providing training and ongoing support in the effective use of Insight Community and other research solutions.

Project Ownership and Management [effective daily management and execution of operational tasks]

• Work as part of a Team, using shared project plans and deadlines to ensure on-time delivery within agreed internal and client SLA’s.
• Make use of organisational project management software to provide progress updates and support effective project management for on-time delivery.
• Be aware of, and work within, defined client and operational budgets, driving cost-and timesaving in all areas whenever possible.

Operational Tasks [carry-out tasks related to the operational execution and delivery of market research activities]

• Understanding and operational interpretation of client needs [with the support of Account Directors and Research].
• Setting up platforms, programmes, solutions, and projects from an operational, technical perspective.
• Survey scripting, including custom scripting to achieve specific complex survey requirements.
• Survey testing and test data checking [prior to deployment].
• Survey deployment and survey reminders [using e-mail, SMS, and other channels as relevant].
• Sample preparation [including list cleaning], uploads and management.
• In platform, live and reporting table set-up based on Research and client specifications.
• Survey data exports and data preparation [cleaning].
• Insight Community and Panel management activities.
• Insight Community and Panel Member Health-related activities.
• Processing airtime and other relevant incentives | rewards.
• Conducting lucky draws.
• Assisting Account Managers and Support Executives in community member, panel member or research participant query resolution.
• Stakeholder and client training on the Research platforms used.
• Resolving any client, internal or participant queries related to a survey or platform.

Quality, Processes, and Improvements [apply quality in all tasks to ensure consistent, on-time quality deliverables]

• Demonstrate a “quality-in-all-I-do”, customer-centric and collaborative approach to performing tasks.
• Be aware of, and follow, operational procedures and quality checks.
• Share in problem resolution through demonstrating an eagerness to learn and through the effective sharing of lessons learnt with Team members.

Internal Administration [apply importance to the completion of internal administrative tasks]

• Set-up and maintain project and Team-specific documentation.
• Monthly tracking of all project-related tasks for the purpose of reporting on personal operational metrics.
• Participate in the review, piloting, and recommendation of any “fit-for-purpose” systems, software or hardware as identified by the Operations Team Leader or Operations Director.
• Play an active role in the successful implementation of any new systems, platforms, solutions, or processes.

COMPETENCIES

• General knowledge of conducting online market research
• General and technical problem-solving abilities
• Project management skills
• Approachable “go-to” person
• Adaptable
• Analytical thinker
• Attention to detail
• Process oriented approach to work
• Customer-focused
• Time management skills
• Strives for service delivery excellence
• Effective at multi-tasking
• Effective communication skills