Ops Manager: Onsite Operations

BCXP; Gauteng; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a dedicated Branch Manager to oversee operations and ensure exceptional service delivery. In this pivotal role, you will manage staff, optimize service level agreements, and enhance customer satisfaction. Your responsibilities will include effective scheduling, compliance with maintenance schedules, and strategic planning to maximize efficiency. This role offers the chance to lead a team and make a significant impact within the organization. If you have a passion for operational excellence and a knack for problem-solving, this opportunity is perfect for you.

Benefits

Driver’s License and Reliable Vehicle

Flexible Working Hours

Qualifications

• 3 years’ experience in a technical operational role or Grade 12 & 5 years’ experience.
• Strong analytical skills and customer service orientation.

Responsibilities

• Manage branch operations and staff to ensure high-quality service delivery.
• Oversee project rollouts, stock management, and technician productivity.

Skills

Analytical and Problem Solving

ICT Knowledge

Customer Service

Decision Making

Education

NQF 6: 3-year Degree/Diploma/National Diploma

NQF 4: Grade 12

Tools

CompTIA A+

Job description

Manage all aspects of the branch and its staff. Collaborate with department managers and senior staff to ensure high-quality service delivery and customer satisfaction.

Key Deliverables / Primary Functions

1. Meet Customer’s Service Level Agreement (SLA), aiming for an overall average of 90%, and fulfill contractual obligations where dedicated models are in place.
2. Manage Area Control effectively, including call allocation, technician scheduling, troubleshooting complex technical issues, and monitoring technician productivity.
3. Ensure compliance with Preventative Maintenance (PMs) and Site Audit schedules.
4. Assist in developing and implementing KPIs and KPAs for reporting staff.
5. Oversee project rollouts, including stock management, resource scheduling, and documentation submission.
6. Plan staff capacity and work schedules, aligning with maintenance calls to optimize efficiency.
7. Maintain stock levels, resolve stock issues, and monitor stock accuracy during audits.

Core Functional Skills & Capabilities

• Analytical and Problem Solving
• ICT Knowledge
• Customer Service
• Decision Making

Core Behavioural Competencies

• Job Match
• Applying expertise & Technology
• Leading and supervising
• Planning & Organising
• Working with people
• Culture Match

Minimum Qualifications

• NQF 6: 3-year Degree/Diploma/National Diploma
• OR NQF 4: Grade 12

Additional Education - Preferred / Advantage

Experience

• 3 years’ experience in a technical operational role
• OR Grade 12 & 5 years’ experience in a technical operational role

Certifications

• CompTIA A+
• A+

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

• Span of Control: 5 – 20 direct reports
• Level of Engagement: Engagement with all levels within the organization, both internal and external.

Special Requirements / Employment Conditions

• Driver’s License and Reliable Vehicle are required.
• Ability to work extended or long hours as needed.