Job Description

Key Performance Areas

Activities

Operations Management

Monitor service desk and workforce management performance to ensure timely and effective resolution of client's 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

Develop staff by identifying training needs through consultations and facilitating appropriate learning opportunities.

Stakeholder Communication

Serve as the primary liaison between the service desk and key stakeholders, including Area Managers, Key Account Managers (KAMs), and the Regional Director.

1. ROLE REQUIREMENTS

Qualifications

National Diploma or Bachelor's 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 Palesa.Lempe@excellerate.co.za.Please note that ONLY shortlisted candidates will be contacted.

Job Type: Full-time

Pay: R30000,00 - R45000,00 per month

Work Location: In person