JOB PURPOSE
We are searching for a detail-oriented and proactive Operations Manager to manage 4 x Ticketpro outlets that predominantly services Putco Passengers. The Operations manager will be responsible for managing all aspects of the 4 outlets which includes Financial Reconciliation, Process and Staff management as well as driving sales targets.
RESPONSIBILITIES
People Management
- Oversee recruitment and ensure that full staff levels are always maintained
- Establishment of organizational structure within the business unit, delegation of tasks and accountabilities
- Establish work schedules
- Supervise staff
- Monitor and evaluate performance reviews
- Ensure competency of staff and be sure to follow up on disciplinary matters
- Make sure staff are motivated and working satisfactorily
- Firmly establish Health, Safety and welfare of all staff at all times
- Health and Safety committee meetings are held, minuets taken, and tasks assigned to appropriate staff members
- Maintain time and attendance records of staff
- Monitor, manage and improve the efficiency of support services such as IT, HR, Accounts and Finance
- Facilitate coordination and communication between support functions
Project Management
- ID objectives, Determine the scope, Planning and scheduling, Roll out, Analysis, Revenue. Improving operational management systems, processes and best practices that guarantee organizational well-being
- Best Practices - Improve processes and policies in support of organizational goals
- Formulate and implement departmental and organizational policies and procedures to maximize output
- Monitor adherence to rules, regulations and procedures
Operations Efficiency
- Human resources, Operating resources, Cost and budgeting, Periodic analysis and reporting, Training (sales reps/Customers), Definition and mapping of processes
- Ensuring that all workings are manufactured in a correct, cost effective and timely manner in alignment with specifications and quality requirements
- Contribute towards the achievement of company’s strategic and operational objectives
- Strategic Input - Assist in the development of strategic plans for operational activity
- Implement and manage operational plans
- Perform quality controls and monitor production KPI’s Cater to clients’ or personnel’s concerns
Analysis and Reporting
- Data collection (aggregation), Data analysis, Reporting, Input into strategy development, Installations (implementation) (miner projects)
- Ensure understanding of continuous improvement of data analysis
- Examine financial data/statements/Site Reports/Recons and use them to improve profitability and to ensure processes have been followed accordingly
- Marketing - Coordinating and facilitating of weekly Promotions
Customer Service
- Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services
- To embody the “customer is king” philosophy
- Deal directly with customers either by telephone, electronically or face to face
- Respond promptly to customer inquiries
- Handle, and resolve customer complaints
- Communicate and coordinate with internal departments
- Provide feedback on the efficiency of the customer service process