ROLE PURPOSE

The Operations Manager is responsible for overseeing and managing the daily operations of facilities management services, ensuring efficiency, safety, and quality of service delivery. This role requires strong leadership, communication, and organizational skills to maintain facility standards and enhance customer satisfaction.

MAIN OUTPUTS

1.Operational Oversight:

• Manage and oversee daily facility operations, including maintenance, cleaning, security, and logistics.
• Develop and implement operational policies and procedures to enhance service efficiency.
• Ensure delivery of efficient FM service as outlined in the Service Level Agreement (SLA)
• Conduct daily audits on FM services rendered and ensure that prescribed work quality and standards are sustained
• Assist in the management of FM projects and provide technical support, where applicable

2. Team Leadership:

• Recruit, train, and supervise facility management staff, ensuring effective team performance.
• Conduct regular performance evaluations and provide coaching to improve team effectiveness.
• Manage staff performance & facilitate improvement through regularly monitoring performance & providing required coaching, support & feedback
• Manage performance & conflicts within subordinate employees & effect corrective actions, in line with company policies/procedure
• Ensure adequate staff placement i.e. prepare suitable shift-roster where applicable and manage/approve applicable leave for subordinate employees
• Responsible for training, coaching, mentoring & development of subordinate employees

3. Budget and Finance Management:

• Prepare and manage operational budgets, ensuring cost control and financial efficiency.
• Monitor expenditures and ensure compliance with financial policies.
• Ensure timeous sign-off and variance explanations on P&L's
• Explore and recommend innovative methods, based on best practices, in order to bring about cost-effective solutions
• Ensure timeous processing of invoices

4. Vendor Management:

• Develop and maintain relationships with third-party vendors and service providers.
• Negotiate contracts and manage vendor performance to ensure quality service delivery.
• Monitor service providers’ (contractors) performance and effect corrective action on any deviations to the SLA

5. Health and Safety Compliance:

• Ensure compliance with health, safety, and environmental regulations.
• Conduct regular inspections and audits of facilities to identify and address safety concerns.
• Responsible for training, coaching, mentoring & development of subordinate employees

6. Client Relations:

• Serve as the primary point of contact for clients, addressing their needs and concerns promptly.
• Gather feedback and implement improvements based on client satisfaction surveys.
• Manage back-to-back SLA agreements with suppliers and contractors

7. Reporting and Analysis:

• Generate and analyze reports on facility operations, maintenance issues, and service quality.
• Use data to drive decision-making and improve operational performance.
• Provide monthly reports and feedback on continued compliance to the SLA

8. Strategic Planning:

• Collaborate with senior management to develop short-term and long-term operational strategies.
• Identify opportunities for process improvements and implement best practices.
• Identify gaps and deficiencies in services, advise and effect solutions as part of Continuous Improvement on FM services rendered
• Building strategic relationships both internally and externally

QUALIFICATIONS / REQUIREMENTS / KNOWLEDGE / SKILLS / EXPERIENCE

The Applicant must meet the following requirements:

• National Diploma/Degree: Facilities Management, Property Management, Project Management, Operations Management or related FM formal qualification
• Matric (Senior Certificate)
• Valid SA Drivers License
• 5-8yrs relevant experience in Facilities Management, CRM, Property Management & Financial Management
• Facilities Management, CRM, Property Management & Financial Management
• MS Word, MS Excel, MS Powerpoint, MS Project & MS Outlook (Intermediate skill level), SAP knowledge
• Knowledge of OHS Act, ISO 9001 Quality Management, Risk Management Systems, Property Law & Contractual Law