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 BCXs 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.