Job Description

KEY PERFORMANCE AREAS:
Operations Management

• Monitor service desk and workforce management performance to ensure timely and effective resolution of clients complaints and within stipulated turnaround time.
• Oversee unresolved client complaints and escalate those requiring managerial intervention as needed.
• Analyze service desk metrics to identify performance gaps and implement improvements to enhance efficiency and service quality.

Service Desk Oversight:

• Material requests, Machinery repairs, subcontractor engagements, and goods issues.
• Monitor and enforce service turnaround times to maintain high levels of client satisfaction.
• Implement and continuously improve processes to enhance service efficiency and issue resolution.

Workforce Management:

• Audit workforce planning, scheduling, attendance, management to ensure optimal staffing levels.
• Oversee compliance with training, certification, and industry requirements (PSIRA, firearm competency, firefighting, first aid, etc.).
• Audit workforce shortages or payroll-related issues proactively.

Process Improvement & Compliance:

• Ensure full compliance with company policies, client SLAs, and relevant industry standards.
• Identify operational risks and implement corrective or preventive measures promptly.
• Drive automation and technology-enabled process enhancements to streamline operations.

Staff Management

• Manage the performance of the team by agreeing performance expectations, building relationships with staff, coaching staff, providing staff with feedback, and addressing areas of non-performance and implementing corrective action monthly and as required

Qualifications

• National Diploma or Bachelors degree in Finance, Business Administration, Facilities Management, or related field.
• Familiarity with Profit, Velocity, SAP, or similar operational systems (advantageous).

Experience, Knowledge & Skills

• Minimum of 3-5 years of experience in a supervisory or management role within the finance or services industry (preferred).
• Experience in managing a service desk in the cleaning, security, service industry is an advantage.
• Excellent communication and stakeholder management skills.

Suitable and qualified applicants who meet the above requirements should forward a complete CV to

Skills Required