JOB DESCRIPTION JOB DETAILS. Senior Operations Manager. REF NUMBER Senior Operations Manager: Pretoria and Bloemfontein

Transcription

1 JOB DESCRIPTION JOB DETAILS JOB TITLE REPORTS TO DEPARTMENT Senior Operations Manager Managing Director Operations REF NUMBER Senior Operations Manager: 0003 LOCATION ADDRESS Pretoria and Bloemfontein CLOSING DATE 30 March 2018 JOB PURPOSE: Reporting to the Managing Director and serving as a member of the Executive Team, the position is primarily responsible for the effective and efficient operations of business operations department oversees several strategic fleet management contracts. Working with the Executive Team, the position also contributes to the development of organizational strategies, policies and procedures. The Senior Operations Manager will be required to interact and work closely with Finance, Human Resources, Customer Management and IT to ensure that the business meet and exceed customer service expectations.

2 KEY RESPONSIBILITY Operational Assist the Managing Director in the development of strategic operational plans and ensure implementation. Manage the operation ensuring that Service Level Agreement KPA s are achieved. Plan and support Key Accounts Management activities to ensure compliance to SLA at all times. Monitor performance of the operations and implement improvements where necessary. Ensure quality of work carried out at various workshops under management as well as those of third party service providers. Provide technical support and advise to clients as required by the Service Level Agreement, procurement and supply vehicles to clients timeously as per specification. Procure and provide maintenance and service of vehicles, accessories and fitment in terms of relevant contract. Plan and organize preventative maintenance system and delegate specific tasks to the various workshops. Manage license and fines administration. Manage vehicle cleaning service, where applicable. Manage all functions regarding vehicles accidents, hijacking and theft. Facilitate breakdown and roadside assistance service to clients. Procure and provide training to clients personnel where applicable. Procure and provide driver hire services where applicable. Provide technical and fleet management reports to clients Provide information and management reports to clients. Manage disposal process of assets in line with organizational policy. Oversee call centre operations.

3 Manage general fleet administration. Manage quality assurance program relating to repairs and maintenance of vehicles. Develop systems to ensure prompt follow ups on each individual repair job, noting time taken to complete each task and quality thereof. Participate in the development of annual operational and capital budgets. Monitor the expenditure of maintenance and repair funds and ensure that variances are accounted for. Together with finance development realistic cents per kilometre (cpk) to monitor client vehicle maintenance spend and advise accordingly. Together with HR, ensure the recruitment of suitably competent workforce through recruitment, screening, hiring, training, development and orientation of all operational staff. Ensure development of system to evaluate the training needs of each workshop personnel and engage HR on the implementation of require training intervention. Ensure that all operational activities are in line with OHSHACT, legal and environmental standards. Monitor adherence to rules, regulations and procedures. KEY RESPONSIBILITY Fleet Management System Provide customized solutions on best practices as well as identify areas of concern within the current processes in order to improve the operations of the system, processes and policies. Training of staff on the functionalities of the system as required, as well as assisting in a creation of a user manual. Provide support to all clients with regards to system operations requirements.

4 Assisting the system development team with system specifications in order to develop new the functions required by the business. KEY RESPONSIBILITY Administration operations and performance. Business development- identify areas for growth and efficiencies. Design and implement administrative systems and processes to ensure that contractual requirements are met in the most efficient and effective way. Anticipate and resolve service delivery issues and problems so that contract requirements are met. Ensure all relevant operational procedures are adhered to in order to maintain company quality standards and competitiveness. Monitor and review operational performance and take timely action to address any issues. Identify risk and ensure compliance with all business processes and systems. Ensuring all documentation and processes are of acceptable standards. Ensure fleet compliance in line with the company fleet management processes, systems and policies. KEY RESPONSIBILITY Customer Service Management Manage OEM s, suppliers and service providers to ensure solid and beneficial relationship is achieved and maintained. Day-to-day liaison with the customer, resolving problems within scope of responsibility and authority. Represent the company at customer meetings ensuring all actions are completed within the allocated timescales. Ensure effective customer relations and service.

5 KEY RESPONSIBILITY Personnel Management Manage and develop employees so that they have the skills and motivation to meet business objectives. Manage all aspects of service center people management processes in line with company policy. Monitor and review individual performance and provide training, support and coaching. Complete annual performance reviews. Promote teamwork amongst peers and team members. BUSINESS OBJECTIVE Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics. Adherence to OHS regulations. Proactively maintain regular engagement with key client contacts in line with client expectations. Responsible for Business Continuity. Ability to demonstrate achievement of results. WORK RELATED DIMENSIONS Required to travel? Responsible for more than one competency area / functional area? Responsible for geographical area? Yes Yes Yes

6 MINIMUM WORK EXPERIENCE MINIMUM QUALIFICATION Seven (7) years of working experience in a fleet related industry. Bachelor s Degree in Transport Management or related subject. Qualified Artisan Preferably Diesel Mechanic or any professional technical qualification in the vehicle industry. OPERATIONAL REQUIREMENTS Driver s License SKILLS Knowledge of project management principles and practices. Information technology skills. Understanding of customer and business needs. Creates a positive learning environment. Maximize staff utilization -strong leadership skills. Excellent Communication skills, both verbal and written. Ensures staff performance. Understand the organization s financial performance. Motivates the Team - enforces pride in organizational values and mission.