Operations Manager - Northern Cape at Smollan

Job Summary:

• Effectively manage and optimise the operations and co-ordination of services provided to clients on a national basis by ensuring each project delivers results that meet with organisational and client objectives.

Key Responsibilities and Deliverables:

Achievement of project objectives

• Provide input into planning for the business and develop plans and processes to ensure effective implementation
• Provide input into establishing which resources are needed by using the most efficient and cost effective method to achieve results that meet client objectives
• Continually benchmark and optimise processes against best practice
• Formulate a project plan to define and achieve project objectives
• Liaise with OI to monitor and check quality of work produced by field staff and take corrective action when necessary
• Provide regular feedback to MANCO

Account management alignment

• Ensure detailed target control
• Address and follow-up all customer queries and problems
• Demonstrate analytical planning and creativity for future client retention and development
• Stay abreast of the market and competitors
• Meet client / customer and company performance standards and ensure subordinates do likewise

Effective administration

• Develop effective and efficient administrative systems
• Submit reports to management
• Document and manage expenditures
• Ensure necessary fixed-term salary information is submitted on-time
• Liaise with HR department regarding all problems and enquiries relating to the payment of field staff who participated in the project
• Manage and maintain all staff performance documents and scorecards accurately and within required deadlines

Effective budget monitoring

• Build and manage operating expenses, e.g. salaries, vehicles, local travel, etc.
• Oversee budget by accounting for discrepancies
• Oversee specific project budgets and accounting thereof

Operational excellence

• Develop, implement and maintain operational excellence, policies and procedures including standard operating procedures
• Develop and maintain relevant database of ICs
• Process project information and forward to field force
• Ensure accurate information is recorded and quality checked
• Take corrective action where necessary
• Create and analyse operational reports and provide feedback
• Keep abreast of new developments in the industry and communicate new developments to staff and management
• Implement and manage projects when required
• Agree on deliverables, scope and timelines with Account Manager

Effective people management

• Set, communicate and ensure goals and objectives are in line with company objectives and that agreed goals, objectives and deadlines are achieved
• Ensure subordinates achieve key outputs as per goals set and in accordance with their job profiles
• Ensure all appraisals are effectively completed
• Recruit staff as per company policy (as required)
• Ensure all employees comply with agreed policies and procedures
• Manage subordinates’ performance, taking corrective action (in line with Code of Conduct) when staff’s conduct or performance is not in line with company standards and provide feedback to management
• Manage performance and allocate work to teams
• Provide performance feedback
• Identify training needs and train subordinates
• Motivate, counsel and mentor subordinates, setting objectives, standards and time-lines
• Manage implementation and maintenance of the disciplinary code and grievance procedure
• Conduct monthly staff and team meetings
• Identify succession candidates
• Implement development plans for succession candidates
• Continually provide feedback at all levels
• Call cycle management

Effective teamwork and self-management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate ability to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with ability to understand and respond to organisational needs
• Manage own career development by staying abreast of any technical and industry changes

Key Competencies

• Transformative leadership                                                                                                          
• Judgement & decision making                                                                                                   
• Emotional maturity                                                                                                                        
• Coaching & development of others                                                                                         
• Team leadership                                                                                                                             
• Impact & influence                                                                                                                         
• Critical thinking                                                                                                                                
• Organisational awareness                                                                                                           
• Analysis & problem solving                                                                                                         
• Establishing networks                                                                                                                   
• Industry & business awareness                                                                                                 
• Service excellence      

REQUIREMENTS

Minimum Qualifications:                            

• Relevant Diploma/Degree at NQF level 7

Minimum Experience:                                  

• 5-6 years’ relevant experience at management level

Knowledge, Skills & Abilities:                   

• Excellent computer skills and proficient in Microsoft Office
• Excellent verbal and written communication skills
• General business skills
• Leadership skills
• Problem solving ability
• Organisational, time management and people management