Job Title: Operations ManagerReporting Line: RGM JHBGeneric 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-managementSubordinates:Guarding ManagerFleet ControllerMinimum Experience:3-5 years' experience in a similar environment2-3 years' management/supervisory experience2-3 years' experience in OperationsMinimum Qualification:Bachelor's degree / Diploma (preferred)Key Performance Area 1 (50%): OperationsAccountable 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 ManagementAssist 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 ManagementCreate 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 ReportingImplement 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 LeadershipCommunicating InformationBuilding RelationshipsDriving SuccessShowing ResilienceInvestigating IssuesProcessing DetailsStructuring TasksGiving SupportAdjusting to ChangeCreating InnovationEvaluating ProblemsSkills:Operational metricsFinancial Management and AnalyticsBusiness Systems and processesAdvanced ExcelNegotiation skillsCoachingSocial Media
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