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