General Manager (Operations)

Service Delivery and Operational:

• Contract ownership of service standards and service delivery in all areas under the responsibility of Facilities management operations.
• Seek and implement initiatives to assist operations in measuring and driving performance.
• Be aware of buildings and services implemented or terminated on the portfolio, and ensure services are sold up or sold down accordingly. Further, where it is a sell up, surety given to ensure the service standard is implemented to the required contract standard per service provider and/or team.
• Ensuring innovation and promotional activity around operations is continuous and maintained.
• Ensuring that all operations and facilities remain of the highest standard and are implemented consistently across the portfolio.
• Monitor and report on service partner and supplier non-conformance on the FM account; and ensure this is tracked and resolved.
• Offer support to the operational, project, and engineering divisions of the contract where applicable.
• Design and assess cyclical visits to all buildings nationally.
• Alignment of service delivery outputs to Client's strategic initiatives.
• Assessment of operational performance of the operational teams and service partners; in alignment to service standards.
• Implementation and development of measurement tools to continuously assess the service performance on the contract.

Financial & Commercial:

• Innovation in the related services to create efficiency on the account.
• Optimisation of costs for the purposes of achieving savings targets on the FM account.
• Identify opportunities to grow the FM contract on the Client Account.
• Ensure service contracts are fulfilled by service providers based on PO's issued, and to claim credits where they were not.
• Ensure contract profitability; through understanding available financial reports, responsible cost management, and driving innovative solutions.
• Have a firm understanding of the contract commercials and ensure spends and expenses are managed in accordance with the approved budgets.
• Ensuring WIP / GRIR are within the required and acceptable days.

Strategic:

• Development of a customer focused service ethic culture that can be implemented; that is uncompromising and of the highest level on the client contract.
• Strategic drive to ensure all services align under the company on the contract in respect to culture of service delivery and operational outputs.
• Identify strategic opportunities across the account that can benefit the greater contract not only service standards.
• Use of technology to drive efficiency and innovate on the account.

Contract Compliance & Governance:

• Ensure contract and account are compliant in terms of the governance requirements.
• Ensure compliance to all processes that have been documented in the contract that bear on service standards and soft services.
• Continually assess if all dashboards and reporting is adding value to the account and is useful. Innovate around those dashboards to continuously improve the data reported.
• Proactively manage customer feedback and keep track of this, with resolutions.

People Management & Team Dynamics:

• Responsible for the motivation and managing of the division's team members as well as ensuring the team structures are effective and efficient.
• Development and implementation of a training programme to drive the desired culture on the FM contract that all teams and suppliers will prescribe to.
• Identifying training needs and gaps and executing on these with training that will benefit the contract.
• General account leadership; through collaboration with colleagues in Operations; Contract Commercial compliance; Projects; and Engineering.
• Managing the output and performance of the Facilities management team and their input across operations nationally.
• Assistance where required on any IR / HR related issues on the account or within the company.
• Drive a culture of collaboration with all teams on the account.

General:

• Involvement in key projects to understand impact on service delivery of service standards and related costs, and contract scope.

General Administration:

• Customer feedback reporting.
• Review communications, prior to communication to the client.
• Benchmarking of services on the account.
• Hold weekly & monthly documented meetings with facilities operations teams and client representatives.
• Management and assessment of the outputs on the account.
• PPM management.
• Attend and participate in client meetings.
• Update and maintain all records pertaining to Facilities operations.
• Site visits, report, and review of Facilities sites.

Health & Safety:

• Adhere to the company's Safety, Health, Environmental and Quality (SHEQ) Management System's Policies & Procedures as applicable to this position.
• Adopt and maintain ISO policy, procedures and standards for the site.
• Implement any measures you may identify in accordance with the standards and procedures.
• Ensure account OHS compliance on the account is in accordance with the clients requirements.
• Engagement with Client on all services and any impacts to quality, HSE, projects and operations.

Reporting:

• Prepare presentations for operations/relevant stakeholders monthly encompassing:
• Call Reporting.
• PPM performance.
• Manage SLA in terms of closure of calls or work orders - Monthly PPM dashboard for soft services.
• Dashboard monthly.
• Compile and prepare statistics/reports as and when required.

Adhoc:

• Undertake any other responsibilities as directed by management.
• Responsible for further specific projects as delegated by your line manager.

Tertiary Education: BSc Degree, Diploma / FM Qualification / Management degree (EDP, MBA or MBL advantageous)
Matric (Senior Certificate)
Valid SA Drivers' License

Experience: 10yrs relevant working experience, 8yrs FM & maintenance engineering experience
Experience in CRM & Property Management.

Technical/Core Training:
Facilities Management, General Building Maintenance, People Management, Supply Chain, Procurement (especially Strategic Sourcing), Negotiation Skills, Commercial, Contract & Vendor Management, General knowledge in Finance, Law & Auditing.

IT Training (General MS etc.):
MS Word, MS Excel, MS PowerPoint, MS Project & MS Outlook (Intermediate skill level), SAP knowledge.

Statutory Requirements:
OHS Act, ISO 9001 Quality Management & Risk Management Systems.

Desired Skills:

• BSc Degree
• FM Qualification
• Management degree (EDP)
• MBA or MBL advantageous
• Valid SA Drivers' License
• Experience in CRM & Property Management
• 10yrs relevant working experience
• 8yrs FM & maintenance engineering experience

Desired Qualification Level:

• Degree

About The Employer:

Our client is seeking a General Manager (Operations) to join their team.