OVERALL JOB PURPOSE:
To
ensure operational excellence in Ultimate Security Tanzania Limited operations
so as to provide quality service to customers and consistently grow the
business unit revenue. The key focus
will be the efficient management of the operationswhilst introducing and
implementing new initiatives in line with the organizations strategies to
ensure growth of the product line. The tasks will involve the allocation of
resources to ensure optimal utilization of manpower, operational efficiency and
achievement of the SLA agreed upon with the customer
FUNCTIONS OF JOB:
·
Ensure effective operating
systems and procedures for Manned Security.
·
Maintain an effective and
efficient operations structure through proper resource allocation and
utilization.
·
Ensure all operations
adhere to laid down procedures and processes
·
Ensure adequate resources
to facilitate smooth operations
·
Select and develop high
caliber staff for operations
·
Ensure all staff in
operations are properly trained to carry out their respective jobs
·
Ensure company KPI’s are achieved and implement
corrective actions for any deviations.
·
Continuously monitor and report company KPI’s.
·
Monitor and evaluate subordinates performance
·
Generate daily/weekly/monthly operational reports
·
Training of staff on systems, processes and
procedures in line with continuous improvement needs of the business unit.
·
Build effective and well-motivated teams in
operations to deliver business unit’s objectives.
·
Identify and implement procedures to improve
operational efficiency to be consistent with set service level agreements.
·
Provide strategic advice and co-ordination of
planned expansion on customer contracts in respect to additional business.
·
Co -ordinate the resolution of customer complaints
in a timeous manner
·
Conducteffective risk assessments to ensure security
and safety of all customersitems and goods from any potential loss or risk.
·
Maintain appropriate records for ease of
verification and audit.
·
Allocate duties to staff to ensure effectiveness,
accountability and efficiency.
·
Compiling reports on daily activities and comparing
against the set targets to determine performance level. (KPI).
·
Assist in investigations of incidents on
losses/damage and ensure the claim process/finalization is within the specified
period.
·
Hold regular minuted customer meetings to ensure
customer satisfaction
·
Ensure correct manning as per contractual
requirements
·
Ensure all human resource elements relating to
personnel attached the contracts are suitably managed
·
Ensure discipline is maintained
·
Assist Sales in closing new business deals
·
Any other function as assigned by management from
time to time
Key
Performance Indicators
·
Attain set SLA with customers as per service level
agreements for each contract.
·
Reduce customer complaints by 10% month on month
through efficiency in operations.
·
Attain budgeted revenue growth in the operation and
customer retention.
·
Operate within set operations budget.
·
Accuracy in reporting as per the agreed reporting
schedule.
Financial
dimensions:
·
Assist in drawing up operational budgets
·
Ensure strict control on expenses as per budgets
JOB
HOLDER SPECIFICATION:
Formal
Education : University level education or
equivalent
Experience:
·
Hands on experience managing a large operation in a
highly process driven environment for 2 years.
·
Successful and progressive proven track record in
setting up and maintaining systems and processes.
·
Experience in managing complex logistics.
·
Proven track record in delivering results in a high
pressure environment within expected cost and time.
·
Proven track record in driving and managing change.
·
Strong operations experience.
·
Extensive experience in managing people and teams
within a dynamic environment
·
Computer proficiency
·
Personal
qualities:
·
Proven Leadership and Management skills
·
Good communication and inter-personal skills.
·
Team player
·
Highly energetic and self driven individual
·
Change manager with unquestionable personal
integrity
·
Highly resilient with a go-getter attitude,
·
Able to work effectively under pressure.
·
Proactive in their work and willing to take the initiative
to propose and implement new approaches
·
Results oriented
·
Must have good commercial flair and analytical
skills as well as time management
·
Must be excellent in planning and organizational
skills
·
Must be able to work without supervision
·
Confident and hardworking.
·
Analytical and mature decision maker
·
Good planner and organizer.
·
Energetic and enthusiastic, keeping a team focused.
·
Excellent
negotiation and presentation skills
Closing date for applications 19th
November 2014
Customer Service Manager (CSM)
Reviewed by Unknown
on
4:27:00 AM
Rating: