Operations Enablement Lead – AI & Automation

Woolworths Financial Services; Cape Town; On-site; ZAR 1,200,000 - 2,100,000; Full time

Job summary

Woolworths Financial Services in Cape Town seeks a Head of Operations Enablement to drive automation, digitisation and productivity across Customer Operations, leveraging AI to enhance efficiency. Reporting to the Customer Operations Executive, you will partner with internal stakeholders to identify gaps, design enablement solutions and measure impact on service outcomes.

This senior role requires an honours degree and about a decade in analytics or operations, with a track record of delivering

Qualifications

• Statistical analysis and data interpretation skills are essential.
• Experience in driving innovation and process improvement across an organisation.
• Ability to collaborate and influence across multiple teams and levels.

Responsibilities

• Drive automation, digitisation, and operational efficiency in Customer Operations, including the use of AI.
• Partner with Customer Operations Leadership, Training, and QA to identify and address knowledge gaps.
• Work with the Product and QA teams to improve operations processes through data analysis.
• Provide information to call centre and operations teams to enhance servicing skills.
• Produce and optimise accurate MI reporting for the Customer Operations Management Team.
• Measure effectiveness of enablement programs and recalibrate to improve results.
• Efficiently run the Workforce Management function across the Enterprise.

Skills

Statistical Analysis

Stakeholder Management

Data Management

Information Security

Data Quality

Management Information Production

Analytics

Process Improvement

Business Acumen

Project & Time Management

Education

Honours degree in business, statistics, or related field

Job description

Woolworths Financial Services in Cape Town seeks a Head of Operations Enablement to drive automation, digitisation and productivity across Customer Operations, leveraging AI to enhance efficiency. Reporting to the Customer Operations Executive, you will partner with internal stakeholders to identify gaps, design enablement solutions and measure impact on service outcomes.

This senior role requires an honours degree and about a decade in analytics or operations, with a track record of delivering