Job description
Job Summary:
To effectively manage and optimise the operations and co-ordination of services provided to clients on a national basis by ensuring each project delivers results that meet with organisational and client objectives.
Key Responsibilities and Deliverables:
Achievement of project objectives
- Provide input into planning for the business and develop plans and processes to ensure effective implementation
- Provide input into establishing which resources are needed by using the most efficient and cost effective method to achieve results that meet client objectives
- Continually benchmark and optimise processes against best practice
- Formulate a project plan to define and achieve project objectives
- Liaise with OI to monitor and check quality of work produced by field staff and take corrective action when necessary
- Provide regular feedback to MANCO (Management Committee)
Account management alignment
- Ensure detailed target control
- Address and follow-up all customer queries and problems
- Demonstrate analytical planning and creativity for future client retention and development
- Stay abreast of the market and competitors
- Meet client / customer and company performance standards and ensure subordinates do likewise
Effective Administration
- Develop effective and efficient administrative systems
- Submit reports to management
- Document and manage expenditures
- Ensure incentives & necessary salary information is submitted on-time
- Liaise with HR department regarding all problems and enquiries relating to the payment of field staff
- Manage and maintain all operations staff performance documents and scorecards accurately and within required deadlines
Effective budget monitoring
- Build and manage operating expenses, e.g. salaries, travel costs etc
- Oversee BU budget by accounting for discrepancies
- Oversee specific project budgets and accounting thereof
Operational excellence
- Develop, implement and maintain operational excellence, policies and procedures including standard operating procedures
- Develop and maintain relevant database of ICs
- Process project information and forward to field force
- Ensure accurate information is recorded and quality checked
- Take corrective action where necessary
- Create and analyse operational reports and provide feedback
- Keep abreast of new developments in the industry and communicate new developments to staff and management
- Implement and manage projects when required
- Agree on deliverables, scope and timelines with Account Manager & field managers
Effective People Management
- Set, communicate and ensure goals and objectives are in line with company objectives and that agreed goals, objectives and deadlines are achieved
- Ensure subordinates achieve key outputs as per goals set and in accordance with their JEP’s
- Ensure all appraisals are effectively completed
- Recruit staff as per company policy (as required)
- Ensure all employees comply with agreed policies and procedures
- Manage subordinates’ performance, taking corrective action (in line with Code of Conduct) when staff’s conduct or performance is not in line with company standards and provide feedback to management
- Manage performance and allocate work to teams
- Provide performance feedback
- Identify training needs and train subordinates
- Motivate, counsel and mentor subordinates, setting objectives, standards and time-lines
- Manage implementation and maintenance of the disciplinary code and grievance procedure
- Conduct monthly staff and team meetings
- Identify succession candidates and mentor them appropriately
- Implement development plans for succession candidates
- Continually provide feedback at all levels
- Call cycle management
Effective teamwork and self-management
- Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
- Demonstrate consistent application of internal procedures
- Plan and prioritise, demonstrating abilities to manage competing demands
- Demonstrate ability to anticipate and manage change
- Demonstrate flexibility in balancing achievement of own objectives with ability to understand and respond to organisational needs
- Manage own career development by staying abreast of any technical and industry changes
Key Competencies
Transformative leadership
Judgement & decision making
Emotional maturity
Coaching & development of others
Team leadership
Impact & influence
Critical thinking
Organisational awareness
Analysis & problem solving
Establishing networks
Industry & business awareness
Service excellence
Requirements
- Degree in any field / Diploma in Business or operations management
- 6 years Business experience (in Project Management, client and staff interaction, and organizational experience at management level)
