Job Description

Ops Manager: Regional Service Ops (KZN)Business Unit Operate
DepartmentOctane - KZN
Job grade/level M6Core DescriptionSupervises and oversees the field personnel and resources essential for providing contracted services to petroleum retail clients for dedicated area. This involves adeptly managing the operational domain, offering guidance to technicians on intricate technical issues, and ensuring the availability of necessary equipment and office infrastructure. Additionally, shares reports on SLA performance with internal stakeholders, and actively engages with external stakeholders and clients.Key Deliverables / Primary Functions

• Coordinate with the technical team to plan, manage incidents, processes, and customer requests, ensuring the delivery of quality services in accordance with the agreed SLA.
• Oversee the day-to-day operations of service delivery to customers.
• Serve as the point of contact for clients within the assigned region to build strong relationship with clients, addressing any issues or concerns promptly and professionally.
• Promote a culture of safety within the team, ensuring adherence to all safety protocols and procedures.
• Write detailed operational performance or incident reports as per an agreed schedule in the SLAs (or on request), inclusive of key metrics, client feedback etc.
• Establish and maintain operational methods, procedures, and facilities in assigned area of responsibility, and review them regularly for effectiveness and efficiency.
• Assign roles and responsibilities among the technical team members, oversee and review all staff activities, and guide them in managing time and deliverables.
• Implement performance management and career development strategies and processes in alignment with BCX policy and guidelines.
• Conduct performance reviews at least bi-annually and in alignment with BCX's policies and procedures.

Core Functional Skills & CapabilitiesDelegation skillsAnalytical and Problem SolvingCustomer ManagementCommunicationDecision MakingCore Behavioural CompetenciesJob MatchDeciding & Initiating ActionDelivering Results & Meeting customer expectationsPersuading and InfluencingPlanning & OrganisingApplying expertise & TechnologyMinimum QualificationsNQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/CommerceOR NQF 4: Grade 12Additional Education -Preferred /AdvantageExperience3 years' experience in Operations Management in the Petroleum Retail Industry
OR
5 years' experience in Operations Management in the Petroleum Retail IndustryCertificationsProfessional Memberships in Relevant IndustryLevel of Engagement & Span of ControlSpan of Control6 or more direct reports
Level of Engagement Internal and external clientsSpecial Requirements / Employment ConditionDrivers Licence and Reliable Vehicle - both requiredAbility to work extended /long hours as and when requiredWorkplace / Physical RequirementsNon-BillableFull-time Office Based position.

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