Job Description

Ops Manager:

Regional Service Ops (KZN) Business Unit Operate Department

Octane - KZN Job grade/level M6 Core Description

Supervises 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 & Capabilities Delegation skills Analytical and Problem Solving Customer Management Communication Decision Making Core Behavioural Competencies Job Match Deciding & Initiating Action Delivering Results & Meeting customer expectations Persuading and Influencing Planning & Organising Applying expertise & Technology Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/Commerce OR NQF 4: Grade 12 Additional Education -Preferred /Advantage Experience

3 years' experience in Operations Management in the Petroleum Retail Industry

OR

5 years' experience in Operations Management in the Petroleum Retail Industry Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control Span of Control

6 or more direct reports Level of Engagement Internal and external clients Special Requirements / Employment Condition Drivers Licence and Reliable Vehicle - both required Ability to work extended /long hours as and when required Workplace / Physical Requirements Non-Billable Full-time Office Based position.