Performance Center Manager (Control Room & Operations Leadership in Security & Soft Services)

Excellerate Services; Durban; On-site; ZAR 500,000 - 800,000; Full time

Job summary

A leading facilities services provider in Durban is seeking a Performance Centre Manager to oversee operations. You will ensure seamless service delivery, manage workforce challenges, and drive client satisfaction. Ideal candidates have at least 8 years of experience in operations management within security or facilities management and strong skills in stakeholder engagement and performance reporting. Competitive compensation is offered with opportunities for advancement.

Qualifications

• Proven experience in operations management within security services.
• Strong leadership, problem-solving, and decision-making skills.
• Ability to drive performance improvements and efficiency.

Responsibilities

• Ensure prompt handling of client complaints and issues.
• Monitor compliance with SLAs and performance standards.
• Lead and develop a multi-functional team.

Skills

CCTV monitoring

Incident response

Risk management

Stakeholder engagement

Operational reporting

Education

Minimum 8 years in operations management

Experience in cleaning/security/facilities management

Tools

Data analysis tools

Job description

Company Description

Excellerate Services is an integrated facilities services provider with operations across Africa, the Middle East, the UK, and Ireland. We offer a range of soft services that ensure properties are secure, clean, hygienic, pest-free, and well-maintained. Our services also enhance the occupier experience with indoor plantscaping and innovative food offerings. We are committed to high levels of service and customer satisfaction and are guided by our core values, promoting transparency, compliance, and performance. At Excellerate Services, we believe in equal opportunities for all to be seen, heard, valued, and empowered.

Role Description

The Performance Centre Manager will be responsible for overseeing operations to ensure seamless service delivery, effective workforce management, and high levels of client satisfaction. The role drives coordination between client requests, employee performance, and operational insights to enhance efficiency, compliance, and overall service excellence.

KEY RESPONSIBILITIES

Client Service & Issue Resolution

• Ensure prompt handling of client complaints, incidents, requests, and service-related issues.
• Monitor and enforce turnaround times to maintain high client satisfaction.
• Implement and refine processes to improve efficiency and resolution rates.
• Escalate unresolved issues to senior management when required.

Workforce & Operational Support

• Oversee employee-related processes, including timekeeping, leave, training compliance, and scheduling.
• Proactively manage workforce challenges such as shortages, overtime, and payroll-related concerns.
• Ensure compliance with industry regulations and mandatory certifications.
• Maintain clear communication with employees regarding policies and operational

Performance Monitoring & Reporting

• Ensure operational data is analysed and used to improve service performance and decision-making.
• Monitor compliance with SLAs, checklists, and performance standards.

Process Improvement & Compliance

• Develop and implement best practices to enhance efficiency and effectiveness.
• Ensure compliance with company policies, industry standards, and contractual obligations.

Leadership & People Development

• Lead and develop a multi-functional team, ensuring alignment across operational areas.

Key Experience & Requirements

• Experience managing control room functions such as CCTV monitoring, incident response, risk management, and intelligence gathering.
• Proven experience in operations management within security services, facilities management, or related industries.
• Strong track record in stakeholder engagement, client relations, and operational reporting.
• Ability to drive performance improvements and efficiency.

Qualifications

• Minimum 8 years of experience in operations management, service delivery, or a similar role.
• Experience in the cleaning, security, or facilities management industry is an advantage.
• Strong leadership, problem-solving, and decision-making skills.
• Proficiency in data analysis and reporting tools.

If you have the operational leadership, control room expertise, and financial management experience outlined above, we’d love to hear from you. Only candidates meeting these requirements will be considered.

Suitable and qualified applicants who meet the above requirements should forward a complete CV to [e-mail].

Please note that ONLY shortlisted candidates will be contacted.