Regional Operations Manager - Gqeberha/Port Elizabeth at Fidelity Services Group

Generic Job Purpose:

• As the Operations you are responsible for the complete operational functioning of the Armed Response department in an efficient and professional way.

 Occupational Level:       

• Professionally Qualified and experienced specialists/mid-management

 Subordinates:

• Guarding Manager
• Fleet Controller

 Minimum Experience:

• 3-5 years’ experience in a similar environment
• 2-3 years’ management/supervisory experience
• 2-3 years’ experience in Operations

 Minimum Qualification:

• Bachelor’s degree / Diploma (preferred)

 Key Performance Area 1 (50%): Operations

• Accountable to maintain quality, service and outputs related to 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.

Key Performance Area 2 (20%): Forecasting, Budgeting and Financial Management

• Assist with the compilation of the budget aligned to the delivery of plans; monitor variances, report on the achievement of planned objectives, and escalate deviations.
• Assist the business in achieving the budgeted financial targets by continuous service improvement and cost management, included but not limited to;
  • Managing fuel consumption.
  • 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.
  • Monitoring and managing the wage to revenue costs in line with budgeted financial targets.
  • Overhead cost control to effectively manage the cost of service delivery.

Key Performance Area 4 (15%): 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.

Key Performance Area 5 (15%): Governance and Reporting

• Implement governance and compliance policies and processes effectively.
• Identify, manage, and provide feedback on any risk exposure within the region.
• Provide inputs for the business area on financial and non-financial reports to devise solutions or improvements.
• Enforce and adhere to legal guidelines, in-house policies, and the business code of ethics.
• Prepare all relevant reports for stakeholders within required timeframes.
• Ensure that all employees are trained in accordance with set standards and regulatory requirements to ensure compliance.
• Adhere to all legislation, standards and policies (Firearms, COIDA, EHS, PSIRA etc.).

Competencies:

• Providing Leadership
• Communicating Information
• Building Relationships
• Driving Success
• Showing Resilience
• Investigating Issues
• Processing Details
• Structuring Tasks
• Giving Support
• Adjusting to Change
• Creating Innovation
• Evaluating Problems

Skills:

• Operational metrics
• Financial Management and Analytics
• Business Systems and processes
• Advanced Excel
• Negotiation skills
• Coaching
• Social Media