Job Title:                          Operations Manager     

Reporting Line:                RGM JHB

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:

1. Providing Leadership
2. Communicating Information
3. Building Relationships
4. Driving Success
5. Showing Resilience
6. Investigating Issues
7. Processing Details
8. Structuring Tasks
9. Giving Support
10. Adjusting to Change
11. Creating Innovation
12. Evaluating Problems

Skills:

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

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team.  Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.