Job Description

A highly strategic & solutions-driven Operations & Support Manager is sought to join the team of a dynamic provider of state-of-the-art Community Management solutions in Centurion. Your role will entail overseeing and managing the company's day-to-day operations and support of solutions. You will lead the client fulfilment function, which is responsible for new implementations, upgrades, specialised and strategic projects; conduct regular performance evaluations of installation teams while identifying and implementing strategies to enhance overall operational efficiency across all departments. Applicants must possess a Bachelors Degree in Business Administration/Operations Management, or a related field (or equivalent experience) with at least 5+ years managing or leading a Technical team & operational experience in Access Control/Visitor Management space and 2 years Project Management. You will also need a solid understanding of IT installation processes and best practices & be proficient with Project Management software and the Microsoft Office Suite.

DUTIES:

Client Support and Implementation -

• Lead the client fulfilment function, which is responsible for new implementations, upgrades, specialised and strategic projects.
• Co-ordinate the onboarding process for new clients, ensuring smooth implementation of services.
• Work closely with internal teams to address client feedback and improve service delivery.
• Ensure prompt and efficient resolution of client inquiries, escalations and issue.
• Emphasize and promote client retention efforts.

Project Management -

• Manage Installation teams to ensure projects are completed on time and within budget.
• Coordinate resources, equipment, and materials to support installation activities.
• Monitor project progress and identify potential risks or delays, taking pro-active measures to mitigate them.
• Conduct regular performance evaluations of installation teams and implement improvements as needed.
• Provide regular project feedback on team performance and projects.

Schedule Management -

• Develop and maintain schedules for on-site technicians to optimize productivity and efficiency and ensure that client SLA objectives are met.
• Co-ordinate technician assignments based on project requirements and resource availability.
• Track and report on technician performance metrics, including response times and resolution rates.

Team Leadership and Development -

• Overall responsibility for the Client Care Department which deals with first-line support activities telephonically.
• Management of the internal as well as 3rd party contracted 2nd Line Technical Support teams.
• Provide leadership and guidance to the client care and technical support teams, fostering a culture of accountability and excellence.
• Promote a client centric approach to customer service.
• Ensure each team member meets / exceeds their goals and metrics on a daily, weekly and monthly basis.
• Conduct performance management activities for teams.
• Conduct timely planning, assessment, and feedback meetings as stipulated in the company's performance cycle.
• Ensure that personal and team goals are set, and provide the necessary coaching, mentoring, and assistance in order for team members to achieve their targets.
• Handle all escalations.
• Identify training needs and opportunities for professional development among team members.
• Foster a collaborative and supportive work environment that encourages innovation and continuous improvement.
• Consolidation and analysis of data across all internal and external systems in order to generate Management and Executive Dashboards that will be used for continuous improvement and reporting.
• Apply Lean & Agile methodologies as well as technology to drive continuous improvement throughout the company.

Improve operational efficiency -

• Identify and implement strategies to enhance overall operational efficiency across all departments.
• Conduct regular assessments of existing processes and workflows to identify areas for improvement.
• Develop and implement standardized Standard Operating Procedures (SOPs) to streamline operations and ensure consistency in performance.
• Train employees on new SOPs and provide ongoing support to ensure adherence.
• Continuously monitor and evaluate the effectiveness of SOPs, making adjustments as necessary to optimize efficiency.
• Collaborate with Department Heads to identify opportunities for automation and technological solutions to improve efficiency.
• Establish Key Performance Indicators (KPIs) to measure operational performance and track progress over time.
• Regularly review and analyze data to identify trends and opportunities for further optimization.
• Foster a culture of continuous improvement by encouraging feedback and ideas from employees at all levels of the organization.

REQUIREMENTS:

Qualifications -

• Bachelors Degree in Business Administration, Operations Management, or a related field (or equivalent experience).

Experience/Skills -

• 5+ Years managing or leading a Technical team.
• 5+ Years operational experience in Access Control/Visitor Management space - Impro, Zk Tech and HikVision Certification or experience would be beneficial.
• 2+ Years Project Management experience.
• Proven experience in Client Support, Project Management, and Team Leadership roles.
• Strong understanding of IT installation processes and best practices.
• Proficiency in Project Management software and the Microsoft Office Suite.

Preferred to haves -

• Management Level experience (5-9 Years).
• Previous experience in the Technology or Telecommunications industry.
• Business Analytics and Business Process Mapping experience.
• Project Management Certification (e.g., PMP, Prince2).
• Familiarity with CRM systems and ticketing platforms.
• Experience working with cross-functional teams in a matrix organization.

ATTRIBUTES:

• Excellent communication and interpersonal skills, with the ability to interact effectively with clients and internal stakeholders.
• Solid organizational and time-management abilities, with a keen attention to detail.
• Ability to thrive in a fast-paced environment and effectively manage competing priorities.

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