Regional General Manager - North

Fidelity Services Group; Gauteng; On-site; ZAR 900,000 - 1,800,000; Full time

Job summary

Fidelity Services Group is seeking a self-motivated Manager to oversee and manage operations in a defined region, driving day-to-day subscriber business, profitability, and strategic programs. You will lead residential and small business units, including sales, installation, servicing, and admin, with full P&L responsibility.

The role requires a senior-management track record with sales and customer service, a B.Com or similar, and a post-graduate qualification is advantageous.

Qualifications

• University Degree (B. Com or similar)
• Minimum 3-5 years’ experience in Senior Management role with Sales and Customer Service
• Experience with sales metrics, financial management and analytics
• Experience with business systems and processes
• Grade B psira

Responsibilities

• Financial Management: Full responsibility for Profit and Loss Centre; Budgetary planning including revenue and capital expenditures; analysis of costs, operations and forecast data; manage vehicle-related costs; monitor direct labour costs; overhead cost control.
• Sales: Achieve sales targets per each sales channel; drive new unit sales; target RPU; manage discounts and technical efficiency; monitor reconnection rate; drive efficiency of in-house sales teams; oversee regional sales management and technical teams.
• Business Generation: Strategy design to grow the business; Localised Security Scheme profitability; interventions in unprofitable areas; explore green-field expansion and acquisition opportunities.
• Branch Management: Communicate strategy across branches; manage attrition; develop tactical programs; monitor operational delivery; oversee key functional managers; report to corporate; foster collaboration.
• Operations: Maintain quality and service delivery; resolve operational problems; ensure compliance with practices; visit client sites; handle escalated customer issues; maintain client relationships.
• People Management: Leadership, resource integration, performance management, coaching and development, diversity and EE alignment, stakeholder engagement, succession planning.
• Health And Safety (EHS): Contribute to regional EHS targets; enforce zero harm culture; ensure EHS standards and AWs; implement work statements.

Skills

Autonomous decision making

Business acumen

Communication proficiency

Problem Solving/Analysis

Project Management

Strategic Thinking

Budgeting and forecasting

Analytical Skills

Negotiation skills

Relationship building

Education

B.Com or equivalent

Post-graduate qualification advantageous

Job description

Duties & Responsibilities

Overall purpose of the job:

Self-motivated Manager to oversee and manage operations in all areas within a defined region providing the business with effective and efficient running of day-to-day subscriber business, achieving all goals and maximising profitability. Implement and execute effective business strategies and programs. Provide leadership and drive performance for the Residential and Small Business unit for their area. The role encompasses responsibility for sales, technical installation, technical servicing, localized community schemes, administration and EHS. The incumbent has full P&L responsibility for the Region. The successful incumbent must drive and build a robust winning business culture ensuring a sustainable future.

Minimum Qualifications And Experience

• University Degree (B. Com or similar)- Post-graduate qualification highly advantageous
• Minimum 3- 5 years’ experience in Senior Management role with Sales and Customer Service
• Sales metrics, Financial management and analytics, Business systems and processes
• Grade B psira

Duties & Responsibilities

Financial Management:

• Full responsibility for Profit and Loss Centre
• Budgetary planning including revenue and capital expenditures.
• Reviews and analyses of activities such as costs, operations (e.g. vehicle cost per customer) and forecast data to determine department or division progress toward stated goals and objectives.
• Managing the vehicle related costs through reduction in incidents, costs and the optimisation of resource deployment.
• Monitoring and managing all direct labour costs namely; overtime, absenteeism, training, excess leave, and staff turnover.
• Overhead cost control to effectively manage the cost of service delivery.

Sales

• Achieve sales targets per each sales channel
• New Unit sales
• Targeted RPU
• Technical revenue
• Maintain acceptable margins – manage discounts and technical efficiency
• Management of reconnection rate – in conjunction with Customer Contact Centre
• Drives efficiency and effectiveness of in-house sales teams in conjunction with National Sales Manager
• Oversees efficiency and effectiveness of in-house sales teams in conjunction with Direct Regional Sales Managers
• Drives efficiency of and technical teams in conjunction with Regional Technical Managers

Business Generation

• Strategy design to grow the business appropriate to the Districts and Branches
• Localised Security Scheme (LSS) – management of overall profitability and taking appropriate business decision to ensure long term sustainability
• Intervention in unprofitable areas or LSS to ensure minimum profitability goals are achieved - this could include closure of unprofitable areas
• Exploring and evaluating green-fields areas for expansion of the business
• Exploring and evaluating acquisition opportunities

Branch Management

• Looking to the short-medium future of the business and making key recommendations for technology, resource and skill allocation and utilisation
• Clear communication and implementation of strategy across the Branches
• Manage attrition rates down
• Ensure development of tactical programs to pursue targeted goals and objectives.
• Monitor overall operational delivery in the Branches
• Provide direct management of key functional managers in the business unit: Sales, Technical and Regional Admin Teams.
• Indirect reporting line of Operations, Finance and HR Teams within the matrix structure.
• Report key results to corporate offices.
• Engage with all stakeholders in broader organizational strategy planning and execution
• Oversees key projects, processes and performance reports, data and analysis.
• Develop and maintain a wide network of relationships throughout the business to instil a collaborative culture
• Implement localisation including Community Social Media, CCTV and other key localisation steps in the area.

Operations

• Accountable to maintain quality, service and outputs related to a work in the district (alarm services, contact centres, armed response, guarding etc.) in compliance with policy and procedures.
• Oversee key projects, processes, and performance reports.
• Identify and solve immediate operational problems within team environment and elevate unresolved issues for resolution as and when required.
• Ensure effective operations management service delivery, ensuring compliance with identified service practices, principles, and processes.
• Monitor operations for efficiency, provide feedback to team and serve as a point of escalation for challenging operational issues.
• Visit client sites on an ongoing basis.
• Play an active role in escalated customer complaints
• Develop and maintain client relationships to enhance customer service.
• Resolve and elevate customer complaints within the set time frames.

People Management

• Create individual and team ownership for decisions, plans and strategies by collaborating with and empowering team members.
• Integrate and assign resources across the auditing function through effective workforce planning, to ensure efficient work streams.
• Effectively manage performance within the team in order to ensure business objectives are achieved.
• Provide clear leadership and promote and foster a team culture consistent with group values.
• Motivate, coach, mentor and develop direct reports, ensuring the continuous development of team, creating an organisation-wide learning enabled environment.
• Embrace diversity and drive the Employment Equity strategy within the auditing function
• Engage with various stakeholders across the business to drive communication and collaboration.
• Manage the succession planning process within area of responsibility.

Health And Safety (EHS)

• Contributes to achieving regional EHS targets
• Support, encourage and assist with instilling a Zero harm culture across the business
• Ensure required EHS standards and targets are communicated, executed upon and achieved
• Ensure that method of work statements are in place for relevant activities identified under direct management

Competencies, Skills And Attributes

• Autonomous decision making,
• Business acumen,
• Communication proficiency,
• Problem Solving/Analysis,
• Project Management, Strategic Thinking,
• Budgeting and forecasting,
• Analytical Skills, Negotiation skills, Relationship building

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.