Senior Bookkeeper (Facilities management - Soft Service)

Excellerate Services; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A dynamic service management firm in Durban seeks an Operations Manager responsible for overseeing service desk performance, managing client complaints, and ensuring compliance with operational standards. The ideal candidate will have a relevant degree and 3-5 years of supervisory experience in the finance or services sector. Join a team focused on enhancing operational efficiency and client satisfaction in a fast-paced environment.

Qualifications

• Minimum of 3-5 years in a supervisory or management role.
• Experience managing a service desk in the cleaning, security, or service industry is advantageous.
• Familiarity with operational systems is advantageous.

Responsibilities

• Monitor service desk performance and client complaints.
• Oversee staffing levels and compliance with training requirements.
• Implement process improvements and ensure policy compliance.

Skills

Excellent communication

Stakeholder management

Service desk management

Education

National Diploma or Bachelor's degree in Finance, Business Administration, Facilities Management

Tools

Profit

Velocity

SAP

Job description

KEY PERFORMANCE AREAS :

Operations Management

Monitor service desk and workforce management performance to ensure timely and effective resolution of clients complaints and within stipulated turnaround time.

Oversee unresolved client complaints and escalation those requiring managerial intervention as needed.

Analyze service desk metrics to identify performance gaps and implement improvements to enhance efficiency and service quality.

Service Desk Oversight

Material requests, Machinery repairs, subcontractor engagements, and goods issues.

Monitor and enforce service turnaround times to maintain high levels of client satisfaction.

Implement and continuously improve processes to enhance service efficiency and issue resolution.

Workforce Management

Audit workforce planning, scheduling, attendance, management to ensure optimal staffing levels.

Oversee compliance with training, certification, and industry requirements (PSIRA, firearm competency, firefighting, first aid, etc.).

Audit workforce shortages or payroll-related issues proactively.

Process Improvement & Compliance

Ensure full compliance with company policies, client SLAs, and relevant industry standards.

Identify operational risks and implement corrective or preventive measures promptly.

Drive automation and technology-enabled process enhancements to streamline operations.

Staff Management

Manage the performance of the team by agreeing performance expectations, building relationships with staff, coaching staff, providing staff with feedback, and addressing areas of non-performance and implementing corrective action monthly and as required.

Qualifications

National Diploma or Bachelors degree in Finance, Business Administration, Facilities Management, or related field.

Familiarity with Profit, Velocity, SAP, or similar operational systems (advantageous).

Experience, Knowledge & Skills

Minimum of 3-5 years of experience in a supervisory or management role within the finance or services industry (preferred).

Experience in managing a service desk in the cleaning, security, service industry is an advantage.

Excellent communication and stakeholder management skills.

Suitable and qualified applicants who meet the above requirements should forward a complete CV to