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Fidelity Services Group
REGIONAL OPERATIONS MANAGER FIDELITY ADT
MAIN PURPOSE OF JOB:
The overall purpose of the position is to effectively manage the functions of the Operations Department within the region, with key focus on providing quality contractual services to customers, in compliance with legislation, company policies, processes and procedures, and to ensure the achievement of budgeted financial targets.
The role requires a highly engaged leader who will implement future strategies for producing the changes needed to achieve the required business results.
REQUIREMENTS
10 years of progressively more responsible positions in senior management positions, preferably in a similar industry, if not in possession of a formal tertiary qualification.
Proven track record of successfully supervising and managing a team within a high demand environment.
Relevant Management Degree/Diploma/Certificate and/or relevant experience.
Required Skills, Knowledge or Characteristics Strong effective communicator.
Ability to coordinate the efforts of a large team of diverse employees.
Demonstrated ability to for continuous improvement and departmental contribution. Ability to lead in an environment of constant change.
Demonstrated effectiveness in customer interactions.
Financial Acumen.
Aptitude for the use of technology within the operational environment.
Comfort around senior management
SPECIFIC RESPONSIBILITIES:
This list is non-exhaustive and may be added to or removed from over time.
Communicate the direction in words and deeds to all those whose cooperation may be needed so as to influence the teams and coalitions.
Energise people to overcome all forms of barriers to change and therefore achieve the agreed business results.
Produce change to build a successful and profitable function.
Provide leadership and instruction to a senior team of managers responsible for a truly customer-service orientated organisation.
Manage interdivisional relationships within the organisation, work directly with other internal functional areas and take ownership for the department.
Create a performance based culture and ensure effective succession planning.
Responsible for ensuring that all company processes and procedures relating to Armed Response, Guarding, Fleet and Training comply with the company rules as well as the relevant statutory laws.
Responsible for ensuring that company operations comply with all internal standards and requirements.
Actively monitor and drive compliance management within the Operations Department to minimise risk exposure to potential reputational damages and/or fines. Utilise existing compliance management systems i.e. FAMS, GreenFleet, SecureDrive etc to deliver the required results.
Manage the flow of information to and from business partners to ensure compliance within the various business units. Train and educate relevant staff, supervisors and business partners so that they are informed of any legal changes and updates to compliance guidelines.
Conduct regular region and branch assessments to determine whether company policies and procedures are compliant.
Be a true partner to the business by managing the interaction between Armed Response and all other business functions – HR, Finance, CMC, CCC etc.
Drive continuous improvement in service delivery and cost efficiencies through the analyses and interpretation of data, improvement of processes and the implementation of new projects where appropriate.
There will be a strong focus on attrition analysis and the operationalization of service plans to this effect.
Work directly with business partners – General Managers, Regional Managers and Branch Managers - in development of area specific plans.
Assist the business in achieving the budgeted Gross Margin by continuous service improvement and cost management, included but not limited to:
Fuel consumption, fuel usage, mileage management.
Vehicle related costs through reduction in accidents and accident costs and the optimisation of resource deployment.
Direct labour costs like overtime, absenteeism, training, excess leave and staff turnover.
Overhead cost control to effectively manage the Cost To Serve.
Define and drive targets set nationally or in agreement with internal business partners.
Implement processes and systems to manage and drive down complaints / queries and terminations.
Drive continuous improvement in service delivery and cost efficiencies through the analyses and interpretation of data, improvement of processes.
Work directly with business partners – General Managers, Regional Managers and Branch Managers to ensure:
Correct wage to revenue ratios in all contracts
Assessment of monthly NPS scores and overview of action plans
Direct labour costs like overtime, absenteeism and excess leave are being managed effectively Ensure that all vehicle related policies are being adhered to.
Ensure that all vehicle related costs are being managed effectively within the regions/branches.
Overhead cost control to effectively manage the Cost To Serve.
Define and drive targets set nationally or in agreement with internal business partners.
Implement processes and systems to manage and drive down complaints / queries and terminations.
In conjunction with the Regional Fleet Manager;
Overall responsibility for maintaining a safe, reliable and cost-efficient fleet of vehicles to support the business. Accountable for cost controls and managing of internal (FSG Logistics Department) and external vendor relations.
Efficient resource planning in terms of vehicles.
Fuel management.
Accident management
Effective management of all Fleet Management processes like cluster setup, onboard vehicle monitoring, violation reporting and management.
In conjunction with the Fidelity ADT Training department;
Ensure that all Operational employees are fully trained in accordance with legislation and internal training requirements.
Together with business partners and the Fidelity ADT Training department, continuously develop training initiatives to improve on the skill sets of Operations employees to be able to execute on the customer demands. Ensure that all Operations employees are fully trained to cope with the daily demand and scope, with a specific focus on EHS. Consistently evaluate the operational environment and adopt the training requirements so that employees are equipped to deal with these changing demands.
Provide transformational leadership in the effective management of the EHS function.
Conduct EHS audits and implement corrective actions where required.
Lead significant improvements in the reduction of Significant Incidents and Motor Vehicle Accidents.
Review all serious and significant incidents and near miss incidents with a view of formulating corrective actions and effective managing of risk.
General Together with the finance team, create the Operations department’s annual budget.
Formally review the region’s financial Income Statements on a monthly, quarterly and annual basis with the financial team and business teams.
There will be a strong focus on customer service and operational execution. Continuous customer involvement is a key requirement for service improvement.
Performance management of all direct reports is essential, review performance kpi’s as required and develop plans for improvement in performance where required.
Ensure compliance with internal policies and procedures, external regulations and standards.
Mentor and coach direct reports to ensure their growth and development and the continuous succession. Drive reward and recognition activities.
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