Operations Manager

General Dynamics Information Technology; Pretoria; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading technology firm is seeking an Operations Manager in Pretoria to oversee the U.S. Refugee Program. The candidate will manage daily operations, ensure compliance with contract requirements, and provide high-quality service. Essential qualifications include fluent English, strong communication skills, and a university degree. The role involves staff management, reporting, and resolving customer service issues, all while maintaining a professional environment of teamwork and independence.

Qualifications

• Fluent in English and designated local languages.
• Excellent written and oral communication skills.
• Ability to manage and train staff.

Responsibilities

• Manage day-to-day operations of the U.S. Refugee Program.
• Ensure compliance with contract requirements.
• Provide accurate reports on various service metrics.
• Recruit and train staff for operational support.
• Manage budgets related to labor and facilities.
• Resolve customer service issues effectively.

Skills

Fluent in English

Advanced computer skills in Microsoft Office

Public relations experience

Project management

Basic accounting skills

Education

University Degree or related experience

Job description

Operations Manager (OM)

Pretoria, South Africa

U.S. Refugee Program – Greeter Services for South Africa

The Operations Manager will be the prime point of contact for all daily local operational matters concerning the U.S. Refugee Program – Greeter Services for South Africa (the Program”), including managing the Greeters, quality control, and review of current business practices and procedures. The Operations Manager will respond, coordinate and provide services supporting the Program, including interactions with Church World Service (CWS) representatives, Bureau of Population, Refugees, and Migration (PRM) staff, U.S Embassy personnel, BLS personnel, and/or other designated Managers, as well as receiving guidance from and reporting to the GDIT Task Order Manager (TOM) and/or the GDIT Regional Operations Manager (ROM) to ensure a high standard quality of service is maintained.

The OM will be required to work out of Pretoria, South Africa.

Essential Functions

• Responsible for the management and day-to-day operations of the Program. He/she must ensure that all operations comply with all requirements of the contract and satisfy all expectations of CWS and the supported US Embassy.
• Ensure the Greeters operate effectively, providing quality customer service to all applicants while maintaining compliance with the provisions of the contract, GDIT policies and procedures and governing laws of host country.
• Provide accurate reports according to predetermined schedules. These include, but not limited to:
  • Monthly templates/reports for various Service Level Agreements (SLAs)
  • Monthly status reports
  • Daily Reports
  • Incident Reports
  • Other ad-hoc reports may be required by CWS and/or GDIT
• Recruit, train, and manage staff to support the operations. Address performance issues and develop/implement corrective actions.
• Manage all facility-related matters to include physical and personnel security, if applicable.
• Manage labor, facility and expense budgets as provided by and under the direction of the Task Order Manager, and budget estimates, as requested.
• Manage the information technology (IT) operations and ensure that all equipment are operated and maintained properly, if applicable.
• Due to seasonal peaks in volumes of applicants, the OM must ensure that staffing requirements are planned and forecasted to support the variable workloads.
• Receive training and become knowledgeable in areas concerning US visa law, as this will be essential in performing his/her duties.
• Ensure liaison with the GDIT GSS Program Management Office (PMO), the designated CWS representatives, the designated BLS personnel, and the designated PRM and US Embassy staff.
• Resolve customer service issues as they concern the quality of services offered to the applicants using the Program (i.e. investigate complaints for validity and take appropriate action to improve service, such as conducting follow-up training sessions, etc.).

Essential Knowledge

The OM must be fluent in English and the languages designated for the work location. Written and oral communications skills must be excellent. Must be able to plan and organize work schedules to meet Program requirements. Advanced computer skills in the Microsoft family of Windows based software are essential. This includes Word, Excel, PowerPoint, Microsoft Project and Internet research skills. Experience in public relations, project management, and basic accounting skills are a plus.

Position is in a high visibility area with significant interaction with applicants and stakeholders with GDIT, CWS, BLS, PRM and the US Embassy, which requires a mature self-starting individual with the ability to learn new skills, management techniques, procedures, work independently and as a team member.

Essential Education

A University Degree or complimentary experience in technology related activities are required. Computer skills that are current

The ability to effectively communicate daily with the primary customer and GDIT management are essential.

Organizational Fit

Must be able to interface successfully at all levels within an organization, including telecommunications and a wide range of technical service providers. Strong training and interpersonal skills will enhance this management position.

In addition the candidate must be:

• Fluent in English (unique working language)
• Diplomatic, efficient
• Able to travel
• Strong in organizational & teamwork skills
• Work independently
• Able to qualify for RSO Security Certification