POSITION STATEMENT
The Operations Manager is responsible for planning, executing and evaluating projects & operations according to predetermined timelines. Building and managing operations teams, reporting to the client & GM / COO and ensuring quality control throughout maintenance life cycles are central to this position.
- Coach, mentor, motivate and supervise team members. Influence them to take positive action and accountability for their assigned work. Take corrective action (if required).
- Effectively communicate department expectations to team members and contractors in a timely and clear fashion
- Manage teams and delegate tasks
- Identify and manage department dependencies / resource requirements
- Proactively manage changes in the department scope, ensure that any change to the scope is documented and approved
- Identify potential crises, devise contingency plans
- Adhere to operational procedures to ensure that the regional department runs smoothly Plan and facilitate effective department meetings
- Effectively allocate available resources and determine if additional resources will be required
- Manage department costs and budgets: forecast vs. actual
- Develop tools and best practices for improved department management
KEY RESPONSIBILITIES
- Develop a preventative maintenance programme that reduces ticket numbers and improves quality
- Manage SLA and KPI performance by technicians in resolving support tickets / faults
- Monitor technician utilisation and ensure each are effectively and efficiently utilised.
- Ensure fault resolution comments are completed and detailed on Sales Force (or related system)
- Manage Cutover and outages as per SLA
- Manage and resolve escalations on a case-by-case basis
- Ensure all installations / links that are scheduled are attended to at scheduled time
- Ensure customers are kept informed of any delays or issues that may result in a less-than-ideal installation and activation experience
- Ensure same day activation score during any month meets target
- Ensure permanent installation teams are prioritised over subcontractor teams
- As Builds & ATP pack submissions are completed & submitted for every link
- Ensure every job for every technician is submitted with a job card from QB / Fusion (or similar system)
- Ensure the responsible coordinator / SDM reviews the job card for accuracy of the job detail, stock used (if any)
- Oversee the monthly stock take and ensure every technical team has their vehicle, stock, tools and equipment counted and inspected
- Analyse and determine resourcing requirements and ensure correct resourcing levels are maintained
- Manage the performance of all staff within the department
- Assess the competency level of staff, identify areas of development / training and liaise with HR to develop personal development plan (PDP)
- Liaise with HR on all disciplinary and grievances in the department
- Report back on department targets
- Reporting on department status Daily – Service Delivery group
- Weekly – Department meeting minutes
- Monthly – Manco
- Host a weekly departmental meeting and encourage bottom-up reporting
- Monitor overtime of technical teams and ensure compliance with regulations
- Manage performance of all staff
- Ensure that technical teams comply with health and safety requirements
- Ensure that technical team have all necessary PPE to perform their duties
- Ensure that technical team have all the necessary tools and equipment
- Ensure Fleet, Tools and Equipment are inspected regularly
- Perform any other work-related duties and responsibilities that may be assigned from time-to-time by management.
KPI
- No more than 1% of active customers in a month should have a support ticket
- Mean Time To Repair (MTTR) to be no greater than 4 hours per month
- Report on technician activities to demonstrate utilisation
- No ticket resolved without a comment on Sales Force (or related system)
- Cutover / outage are 100% compliant to SLA
- Escalations are actioned immediately / timeously relative to the level of complexity. No unactioned escalation
- Less than 1% missed appointments per month No customers report unexpected or uninformed delays
- Achieve an 80% same day activation score during any month.
- No unactioned escalation
- All permanent teams to be fully utilised (minimum 3 jobs per team per day) during any month.
- All links built are quoted for 100% compliance per technician per day on job card submissions
- Escalate technicians who fail to comply.
- Job Card review and accuracy
- No duplicate submissions
- No wrong or missing stock
- Every vehicle inspected no less than once per month.
- The department maintains adequate and competent human resources.
- Periodic reviews, coaching and conduct counselling sessions where required
- All staff in the service delivery has Personal Development Plan and a training plan with a schedule is available
- Appropriate action taken on all non-performers in conjunction with HR
- Reporting to be accurate, timeous and detailed
- Submit bottom-up reports to line manager after weekly meetings
- No team to work more than 40 hours overtime
- No team to work unauthorised overtime.
- All staff to be used efficiently and effectively.
- Report as part of MANCO
- Maintain compliance to health and safety standards
- All staff members have the required PPE as per role requirements.
- All technical teams have the necessary tools and equipment
- Fleet, Tools and Equipment are inspected during monthly stock
REPORTING TO:
