Job Title: Operations Manager
Reporting Line: RGM JHB
Generic Job Purpose:
As the Operations Manager, 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 3 (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 4 (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
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