Job Description
The Operations Manager proactively ensures operational service delivery excellence according to client’s and SLA requirements. The role is responsible for managing the operations delivery team, as well as ensuring contract profitability across a client cluster in the region whilst continuously seeking quality and service improvement interventions

Qualification and Experience
Bachelor’s Degree
3-5 years Operations and Sales Management experience
Roles and Responsibilities
Ensure optimal operations service delivery by :

Ensuring that ops teams are aware of specific client requirements and service level agreements and client pricing schedules
Ensuring that client based delivery is in accordance with client SLA, site SOP’s and client pricing schedules
Developing and implementing standard operating procedures aligned to client requirements for all sites
Driving continuous improvement through collaborating with the client and service delivery team
Conducting regular site visits and inspections to monitor site performance, compliance and SOP adherence, assisting, assisting with needs analyses, costings and industry information
Providing input into start-up plans and ensure execution and monitoring of transitional plan
Ensuring effective and efficient Payroll Delivery and that service delivery teams adhere to payroll procedures and deadline, achieving no necessity for credit notes and adjustments and attending to escalated payroll queries
Managing Invoicing and debtors
Ensuring that the agreed client order to cash process is accurately set up and effectively managed
Ensuring on-time and accurate invoice delivery to clients and continuously liaising with credit control, client and service delivery teams to ensure that invoices are paid timeously and within payment terms and escalated queries are resolved
Collaborating and co-designing with clients to develop and agree on reporting requirements
Ensuring delivery of agreed client reports by service delivery team when required and monitor quality thereof
Reporting to Business Relations Managers on full spectrum of responsibilities including contract specific figures or as per requirements
Supporting and assisting with all Labour Relations (LR) activities which include chairing disciplinary enquiries, preparing for CCMA cases, monitoring and reporting on Site LR activities on a monthly basis and escalating potential labour risks to Business Relations Manager
Ensuring team compliance with Labour Relations recording keeping and standard operating procedures and ensure all LR actions, processes and supporting documentation is uploaded onto the operating system.

Manage the Client Relationship by :
Establishing and maintaining relationships with key client management as agreed with Regional Manager
Monitoring client feedback via external reports taking appropriate remedial action where required
Developing an understanding of the nature of the client’s business and their requirements as well competitor analysis;
Ensuring regular site visits and produce minutes of this client engagements
Responsible for record keeping relating to client relationship management activities including, client contact details, engagement model, minutes of meetings, meeting schedules and IP related documentation and that this is accessible at all times
Developing awareness of client future business needs, identify potential opportunities and communicating this to the Business Relations Manager

Stimulating growth for the Business Unit by :
Ensuring that a climate and culture is created in the region that fosters a close working relationship between operations and the regional growth team.
Providing input into the development of solutions
Working closely with the growth team to close deals in order for segment sales targets to be achieved

Meet finance objectives by :
Compiling client costings and negotiate increases annually
Providing forecasts for Business Relations Managers when required;
Ensuring that the Contract Profitability % analysis template is completed accurately monthly and that client profitability is maintained at acceptable ratio’s
Analysing weekly stats per responsible client and highlighting inconsistencies or irregularities and investigating reasons for these

Lead Recruitment, Selection and Induction by :
Monitoring and project managing recruitment orders in liaison with the Digital department to ensure that orders are filled with the right candidate with the right skill at the right time, in accordance client requirements and Quest standards
Monitoring and managing weekly activity reports from resourcing in terms of quantity (fill rate) and quality (feedback received from client)
Monitoring and reporting to Manager on orders filled, orders short-filled and orders lost by the resource centre
Monitoring and ensuring that Client Success Managers conduct quality site inductions where required by clients in accordance with client standard operating procedures
Ensuring that assignee files comply with Quest standards by means of conducting regular audits

Drive people management by :
Driving transformation within the team ensuring recruitment of high calibre talent aligned to the achievement of the Group Employment Equity targets and goals;
Ensuring team adherence to all HR policies, processes and SOPs;
Ensuring the required team performance management, talent development, and succession plan processes are in place, and supported by individual development plans for each employee;
Ensuring timeous submission of expense claims, payroll inputs and all related documentation to Business Relations Manager monthly as per deadlines

Driving compliance by :
Ensuring the required assignee documentation management processes and systems are adhered to and ensure compliance with internal, Adcorp Sustainability and DoL audits
Ensuring compliance with relevant legislation, client SLAs, company policies/SOPs and corporate governance requirements;
Ensuring effective management of health and safety and IOD processes to ensure compliance with legislation, Company guidelines and client requirements.

Technical :
Education, training and development specific knowledge
Innovative ability in providing customised solutions to clients
Strong problem solving ability

Behavioral :
Customer focus
People management and development