Ops Manager: Onsite Operations

Business unit, Department, Reporting

Core Description

Manage all aspects of the branch and its staff.  Working collaboratively with the branches’ department managers and senior staff, to ensure the quantity, quality and flow of service to deliver a consistently excellent standard of customer service. 

Key Deliverables / Primary Functions

• Consistently meet Customer’s Service Level Agreement (SLA),  - overall average of 90% and ensure contractual obligations are met for customer where dedicated models are implemented 
• Effective Area Control management, allocation of calls and scheduling of technicians, guide on complex technical problems, monitor productivity of technicians 
• Ensure compliance with Preventative Maintenance (PM’s) and Site Audit schedules,  
• Assist in the development of aligned KPI’S and KPA’S for reporting staff, and ensure successful implementation 
• Be Accountable for completion of project rollouts - following up on required stock, scheduling of resources, submission of documentation 
• Staff capacity planning and implementing work scheduling along with maintenance calls to ensure staff efficiencies  
• Ensure stock levels are maintained; address and resolve historic stock issues; and monitor staff stock to ensure audit and financial stock takes are accurate

Core Functional Skills & Capabilities

Core Behavioural Competencies

Minimum Qualifications

Additional Education -Preferred /Advantage

Experience

3 years’ experience in a technical operational role 

OR

Grade 12 & 5 years’ experience experience in a technical operational role 

Certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Span of Control           : 5 – 20 direct reports 

Level of Engagement  : Engagement will all levels within the organisation, internal and external to the business. 

Special Requirements / Employment Condition

Workplace / Physical Requirements