Operations Manager

Purpose To provide a professional and effective management service to both clients and EFS Deliver on agreed targets objectives and KPI s Raise the profile and manage the Operations of EFS throughout the OPCO Responsibilities Duties Ensure that all activities meet and integrate with the organizational requirements for quality management Health and Safety legal and statutory requirements and general duty of care Ensure all EFS operational offices and contract sites fully comply with EFS systems and procedures Carry out audits on operational efficiency at contract sites Review implement and evaluate remedial action Carry out regular reviews of contract performance against budget and plans Review implement and evaluate remedial action Prepare and submit business reports as required Highlighting the OPCOs financial and operational status Also forecast positions for next periods Conduct reviews and evaluations for cost reduction opportunities Drive growth plans for all contracts to optimize profitability Provide operational advice and information to Business Development Manager for tender process and negotiation of new contracts Understand and avoid financial risk and drivers of cost Understand the financial outputs ensuring that the service is within budget Assist in the implementation and mobilization of all new contracts within OPCO Evaluate start-up procedures and feedback to Business Development Unit Identify opportunities to optimize contract profitability through advising on key inputs Advise on the viability of existing contracts and take pre-emptive measures to maximize opportunity to renew contract on expiry Work closely with the Director to develop and implement a comprehensive customer care program tailored to each client s needs To include designated points of contact and measurement and evaluation of client satisfaction Work closely with the human resources to develop and implement an annual resourcing plan for the OPCO To include recruitment requirements Manage training and ongoing development requirement of employees Carry out appraisals as required Develop and maintain a continuous improvement mindset to service delivery that generates added value to the business Continuously review key performance indicators KPI s best practice and review benchmarks Develop and implement an effective and robust two-way communication structure for both the internal and external customer Design effective feedback and evaluation process to assess effectiveness of service Encourage employees to support the operational business objectives by sharing knowledge and to develop a creative approach to their work and to think outside the box Facilitate a culture of team working in a self-directed work environment Drive a customer focused service mindset that achieves the highest standards of customer satisfaction Comply with all processes and procedures Human Resources HSEQ Finance Information Technology Procurement Operations which include compliance with all applicable rules and regulations of the local labor law Education Qualifications Experience Skills Education Qualifications Minimum Bachelor s degree in facilities management or a relevant business commercial qualification HSEQ certificate diploma is an advantage Experience Minimum of 8 years of management experience in a facilities management environment with experience of technically complex and multi-disciplined sites Minimum of 12 years hands on experience in facilities management Significant management experience with strategic and budgetary responsibility gained within a major organization Strong commercial mindset and financially fluent Excellent time management skills and able work to strict deadlines Job Knowledge Skills Provide high level of customer service to both internal and external customers Prompt response to queries in writing or by telephone Effective organizer and implementer Ability to provide a high standard of administrative support Able to implement administrative processes and pro-actively resolve problems Motivational and ambitious leader with the ability to drive change in business and performance management processes Excellent influencing interpersonal and communication skills Strong and professional presentation written and verbal skills Takes ownership of issues Seeks equitable and creative solutions to problems Manages by example Experienced user of software packages including MS Excel MS Word MS Access MS PowerPoint and MS Office Also a good understanding of BMS Business Management Systems and CAFM Computer Aided Facilities Management Systems Fluent English language ability both spoken and written Professional and smart appearance at all times