POSITION OVERVIEW

The Production Team Leader [Research Operations] provides customer support to internal stakeholders as well as external clients, through the set-up, administration and maintenance of projects and products executed through various software applications.

The Production Team Leader [Research Operations] oversees a Team responsible for all operational activities, processes, suppliers, systems, and platforms used in the execution of Insight Communities, Consumer Panels and adhoc research projects.

Sound technical experience, project management skills, problem solving abilities, people management 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 Production Team Leader [Research Operations] works as part of the team, balancing team capacity, client needs, suppliers, and internal demands to ensure consistent on-time quality delivery. Using technical and platform expertise, the Production Team Leader identifies product, technical and data processing issues and uses purposeful, thought-out troubleshooting for prompt resolution.

The Production Team Leader [Research Operations] plays a key role in fostering strong relationships with customers and the Research Team. Project management tools support the Production Team Leader in servicing multiple stakeholders in a highly responsive, fast-paced environment, managing and tracking project delivery and ensuring adherence to and delivery on Service Level Agreements [SLA’s].

The Production Team Leader [Research Operations] works with the Operations Director, and Application [Production] Support Team in defining processes and quality controls, ensuring that the correct procedures are followed, and processes improved.

REQUIREMENTS

• Recognised post-matric qualification - ideally a 3-year degree or diploma in Computer Science or related field [i.e., Developer / Programmer]
• Minimum 3 [three] years’ practical experience in customer support; technical support; project management; product development or Information Technology [IT]
• CSS / HTML experience is advantageous
• Minimum 2 [two] years’ people and general management experience; including leading a team of diverse members in delivering across multiple projects.
• Proficient in Microsoft and Office tools; specifically, MS Teams, MS Outlook, SharePoint, Excel, PowerPoint, and Word

COMPETENCIES

• Strong affinity for working with data [analysis and interrogation]
• Knowledge of the software development life cycle
• General and technical problem-solving abilities
• Project management skills
• Approachable “go-to” person
• Adaptable
• Analytical thinker
• Attention to detail
• Process oriented
• Customer-focused
• Demonstrated leadership abilities
• Time management skills
• Strives for service delivery excellence
• Effective at multi-tasking
• Effective communication skills
• Ability to manage and resolve conflict

ROLES & RESPONSIBILITIES

Support Strategy Execution [drive and execute strategic initiatives in conjunction with the Operations Director]

• Gives input into and accounts for elements in the operational budget.
• Works with the Team in execution and application of maintenance and innovation related initiatives as defined by the Operations Director and Operational Teams.

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

• Works closely with Research, the Sample Operations Manager and Analytics and Visualisation Team to ensure alignment on survey, sample and analysis requirements and timelines.  
• Work with Team members to foster strong relationships with self-service and assisted-service clients through training and support in the effective use of Insight Community and other research solutions.
• Works with the Team to provide training and project support for external [client] and internal users.

Team Leadership [with support from the Operations Director, lead the team and give input into the performance assessments]

• Work with the Operations Director and Human Capital to define Objectives & Key Results measures [OKR’s] that drive performance, for all team members.
• Give input into the career management, succession planning and development of team members.
• With support of Human Capital, carry out disciplinary obligations relating to direct reports, when required.
• Finance and human resource-related approvals such as leave, training and travel related expenses.

Operational Management [effective daily management and reporting on operations related tasks]

• Support and guide the Team in all operational activities related to the planning, set-up and on-going management of Insight Community, Consumer Panel and Adhoc research projects.
• Delegate tasks and set deadlines where required.
• Ensuring the use of organisational project management software in the Team to support effective project management.
• Manage and track project delivery, ensuring adherence to and delivery on SLA’s.
• Monthly reporting on operational metrics to the Operations Director.

Problem Solving, Quality and Improvement [play an active role in identifying problems, areas for improvement and driving implementation]

• Foster a quality-in-all-we-do, customer-centric and collaborative Team culture.
• Guides Team members in the handling of daily operations - ensures correct procedures are followed and gives directions on improvements.
• Identify and drive a culture of problem resolution, learning and effective sharing of lessons learnt across the Team.
• Identify opportunities to enhance internal processes. increase productivity and customer satisfaction.

Operational Tasks [carry-out operational tasks in support of the Team as needed in periods of absences and increased workload]

• Carry out operational activities including scripting, testing, deployments, sample uploads and management, data exports, Insight Community and Panel Health activities and lucky draws.
• Guide team members, through the set-up of new Insight Community and Consumer Panel projects.
• Alert Operations Director when credit top-ups are needed on research support platforms [SMS platforms, airtime incentive platforms etc.].
• Training on, and implementation of, platform features and functionality.
• Keep project and Team documentation accurate and up to date.
• Assist with the management for third-party vendors.

Please note: As all IQbusiness roles requires honesty in the handling of or access to cash, finances, financial systems or confidential information; our recruitment process requires that the following background checks be completed: credit, criminal, ID and qualification verification.