GA OPERATIONS MANAGER

To effectively manage and optimize the operations and co-ordination of services provided to clients on a national basis by ensuring each project delivers results that meet with organizational 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 standardoperating 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 andmanagement
• 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 andaccurately 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 andrespond 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