Digital Operations Manager

Overview:

Oversees the tactical coordination and operational performance of the digital auditing solution. This includes leading the end-to-end execution, operational health, and continuous optimisation of the human-AI feedback loop. Ensures both "Human-in-the-loop" and AI processes consistently meet client Service Level Agreements (SLAs) and deliver high-fidelity data output.

KEY DELIVERABLES

Operational Health & IR Performance:

• Monitor and report on the accuracy, precision, and recall of the Image Recognition (IR)engine.
• Ensure the "Human-in-the-loop" (QC) process is effectively retraining the model to reduce manual intervention over time.
• Mitigate operational risks related to data lag or technical system downtime.

Client SLA & Syndication Management

• Oversee the delivery of audit results for multiple external and internal clients simultaneously.
• Ensure that syndicated master data templates are standardised to allow for scalability across different client environments.
• Act as the primary tactical point of contact for client escalations regarding data quality.

Team Leadership & Resource Optimisation

• Manage the headcount ratio based on fluctuating audit volumes.
• Drive a culture of high performance, ensuring team members are aligned on targets.

Process Efficiency

• Identify process bottlenecks in data workflow and implement leaner templates/information flows.

Documentation & Reporting

• Produce monthly operational reports detailing grading consistency, audit completion rates and system health metrics.

Requirements

• Bachelor’s Degree in Operations, Business Info Systems, or equivalent technical Diploma
• 6 to 8 years in technical operations or digital auditing.
• Critical Thinking
• Commercial Acumen
• AI & Data Fluency
• Communication
• Collaboration
• Emotional Maturity
• Resilience
• Data Literacy
• Workflow Optimisation
• Resource Management
• IR/Computer Vision Understanding
• Technical Tool Proficiency
• Operational Risk Mitigation