Regional General Manager - Western & Eastern Cape at Fidelity Services Group

Minimum qualifications and experience:

• University Degree (B. Com or similar)- Post-graduate qualification highly advantageous
• Minimum 3- 5 years’ experience in Senior Management role with Sales and Customer Service
• Sales metrics, Financial management and analytics, Business systems and processes

Duties & Responsibilities:

Financial Management:

• Full responsibility for Profit and Loss Centre
• Budgetary planning including revenue and capital expenditures.
• Reviews and analyses of activities such as costs, operations (e.g. vehicle cost per customer) and forecast data to determine department or division progress toward stated goals and objectives.
• Managing the vehicle related costs through reduction in incidents, costs and the optimisation of resource deployment.
• Monitoring and managing all direct labour costs namely; overtime, absenteeism, training, excess leave, and staff turnover.
• Overhead cost control to effectively manage the cost of service delivery.

 Sales:

• Achieve sales targets per each sales channel
• New Unit sales
• Targeted RPU
• Technical revenue
• Maintain acceptable margins – manage discounts and technical efficiency
• Management of reconnection rate – in conjunction with Customer Contact Centre
• Drives efficiency and effectiveness of in-house sales teams in conjunction with National Sales Manager
• Oversees efficiency and effectiveness of in-house sales teams in conjunction with Direct Regional Sales Managers
• Drives efficiency of and technical teams in conjunction with Regional Technical Managers

 Business generation:

• Strategy design to grow the business appropriate to the Districts and Branches
• Localised Security Scheme (LSS) – management of overall profitability and taking appropriate business decision to ensure long term sustainability
• Intervention in unprofitable areas or LSS to ensure minimum profitability goals are achieved - this could include closure of unprofitable areas
• Exploring and evaluating green-fields areas for expansion of the business
• Exploring and evaluating acquisition opportunities

 Branch Management:

• Looking to the short-medium future of the business and making key recommendations for technology, resource and skill allocation and utilization
• Clear communication and implementation of strategy across the Branches
• Manage attrition rates down
• Ensure development of tactical programs to pursue targeted goals and objectives.
• Monitor overall operational delivery in the Branches
• Provide direct management of key functional managers in the business unit: Sales, Technical and Regional Admin Teams.
• Indirect reporting line of Operations, Finance and HR Teams within the matrix structure. 
• Report key results to corporate offices.
• Engage with all stakeholders in broader organizational strategy planning and execution
• Oversees key projects, processes and performance reports, data and analysis.
• Develop and maintain a wide network of relationships throughout the business to instil a collaborative culture
• Implement localisation including Community Social Media, CCTV and other key localisation steps in the area.

 Operations:

• Accountable to maintain quality, service and outputs related to a work in the district (alarm services, contact centres, armed response, guarding etc.) in compliance with policy and procedures.
• Oversee key projects, processes, and performance reports.
• Identify and solve immediate operational problems within team environment and escalate unresolved issues for resolution as and when required.
• Ensure effective operations management service delivery, ensuring compliance with identified service practices, principles, and processes.
• Monitor operations for efficiency, provide feedback to team and serve as a point of escalation for challenging operational issues.
• Visit client sites on an ongoing basis.
• Play an active role in escalated customer complaints
• Develop and maintain client relationships to enhance customer service.
• Resolve and escalate customer complaints within the set time frames.

 People Management:

• Create individual and team ownership for decisions, plans and strategies by collaborating with and empowering team members.
• Integrate and assign resources across the auditing function through effective workforce planning, to ensure efficient work streams.
• Effectively manage performance within the team in order to ensure business objectives are achieved.
• Provide clear leadership and promote and foster a team culture consistent with group values.
• Motivate, coach, mentor and develop direct reports, ensuring the continuous development of team, creating an organisation-wide learning enabled environment.
• Embrace diversity and drive the Employment Equity strategy within the auditing function
• Engage with various stakeholders across the business to drive communication and collaboration.
• Manage the succession planning process within area of responsibility.

 Health and Safety (EHS):

• Contributes to achieving regional EHS targets
• Support, encourage and assist with instilling a Zero harm culture across the business
• Ensure required EHS standards and targets are communicated, executed upon and achieved
• Ensure that method of work statements are in place for relevant activities identified under direct management