Operations Manager at The Church of Jesus Christ of Latter-day

The purpose of this job is to help Church members fufill their divinely appointed responsibility to discover their families through family history methods, submit their names to the temple for saving ordinances, and to help bring souls unto Christ. This position will manage multiple sections or groups within the division. Manage the activities of individual contributors or supervisors. Manage the operational and fiscal activities of sections or groups including staffing levels, budgets and financial goals. Establishes operational objectives and delegates assignments. Involved in developing, modifying and executing policies which affect immediate operations and may have department-wide and/or global implications. Develops and implements programs/solutions to improve processes, reduce costs and cycle time, and improve customer experience.

Responsibilities
Oversees and continuously improve Help and camera operations in the Africa areas, including the following:

• Contributes to strategic planning and process improvement for global and Africa Help operations
• Identifies and analyzes gaps in Help operations current state, evaluate options for improvement, recommend and implement solutions in collaboration with stakeholders
• Compiles and provides regular customer feedback to the Family History Department
• Contact Centre (inbound and outbound call centre) support via phone, email, chat, etc.
• Social customer service through supported social media channels
• Outbound communications for members in callings with family history responsibilities
• Training and logistics support for family history centres

Qualifications

• Requires a Masters Degree in business, management, marketing, information technology or a related field, plus a 6 - 8 years of experience or bachelor's degree with relevant experience or a combination of both.
• Ability to understand a problem, envision a desired outcome, design a strategy to satisfy the outcome, and organise and execute a program or project that fufills the outcome
• Demonstrated leadership, coaching, talent development and team-building skills
• Demonstrated ability to excel at both a strategic and tactical level
• Business-level technical capabilities with the ability to learn new software and web applications quickly and train others
• Demonstrated understanding and familiarity with Africa specific social media tools
• Excellent oral and written communication skills
• Demonstrated capability to manage multiple priorities and maintain focus on the primary goals
• Contact center operations or sales account management experience (Preferred)
• Working knowledge of imaging capture technologies and advanced equipment repair skills (Preferred)
• Must possess the ability to troubleshoot and problem solve complex digital processes and systems
• A passion for family history and experience finding your own ancestors (Preferred)
• Fluency in English & French (Required)