Job Description

ENVIRONMENT:

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 companys 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 Bachelor's 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 companys 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

• Bachelor's 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.

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.

COMMENTS:

When applying for jobs, ensure that you have the minimum job requirements. OnlySA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence. Apply here OR e-mail a Word copy of your CV to and mention the reference number of the job.

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