Chief Operating Officer

About the organisation : The organisation is a corporate reporting, ESG, stakeholder communications consultancy. They offer integrated, platform-agnostic services across corporate reporting, sustainability and ESG communication, employee engagement and brand communication.

Clients : Large, established corporations as well as emerging ones to help shape the strategy, content and visual expression of their periodic reports to shareholders, investors and other stakeholders.

Key Responsibilities :

Delivery strategy and planning Develop and implement delivery plans that ensures timeliness, quality and efficiency across all customer deliverables. Visible improvement in quality of final deliverable based on identified upgrade areas Monitor project progress, identify risks, and implement mitigation strategies. Drive enhanced utilisation and productivity across different teams. Define key delivery metrics that align with company goals and drive the same. Continuously evaluate and improve the efficiency and effectiveness of delivery processes. Identify opportunities for process optimization, automation, digitisation and templatisation Create a system for effective reporting and supervision

Customer satisfaction and retention Drive initiatives to improve Customer engagement, satisfaction scores and overall customer experience. Drive key operational and business performance metrics focussing on Customer engagement, satisfaction and retention.

Training & Development Develop and drive a training and development program for the delivery teams to enhance their skills and performance. Promote a culture of accountability, client centricity, excellence and continuous improvement in the delivery teams. Build future ready talent by closely monitoring industry best practices.

Key outcomes expected Client appreciation and expansion of business relationship with existing clients A more engaged and aware team, that is ambitious and accountable A globally relevant quality standard Reduction in human dependence