Operations Manager

Job Summary

Purpose: To be responsible for managing the country’s operations functions and day to day operational design and activities, processes and procedures documentation and standardization of Operating Model Roles.

Job Details

Key Accountabilities:

1. Business Process Management
   •    Oversees that operational procedures and processes are developed and implemented successfully, according to expectations and goals set in order to improve customer service and enhance staff productivity.
   •    Incident Management – Continuous monitoring of operational incidents (weekly)
   o    Reviewing completeness of capture and root-cause analysis in the Incident Management platform
   o    Ensure that the financial impact of incidents is adequately captured
2. Business Continuity Management
   •    Supports the COO in the development, maintenance and testing of the subsidiary business continuity programs
   •    Works with all functional business areas to develop and maintain a Subsidiary wide program that addresses business recovery and emergency response management
   •    Supports and assists all departments in the development of BCP plans and goals, and training
   •    Develops, maintain and test programs for all business plans and information or communication tools
   •    Facilitates and supports the execution of business continuity plans at times of a crisis
   •    Coordinates BCM Champions for each function in the subsidiary
   •    Establishes a Quarterly BCM Forum to discuss and track all issues relatin4g to the subsidiary BCM program. This should include SHE / OHS matters.
3. Facilities Management
   •    Managing facilities related budgets and ensuring cost-effectiveness
   •    Overseeing and managing branch relocations, making decisions about leasing, space planning, interior design, office furnishing
   •    Overseeing building projects, renovations or refurbishments and old office restorations
   •    Overseeing and agreeing contracts and providers for services including security, parking, cleaning, catering and technology
   •    Supervising multi-disciplinary teams of staff including cleaning, maintenance, grounds and security
   •    Ensuring that basic facilities, such as water and heating, are well-maintained
   •    Ensuring that facilities meet government regulations and environmental, health and security standards
4. Occupational Health & Safety Management 
   •    Assumes overall responsibility for the health and safety of employees within the subsidiary
   •    Implements action plans aimed at mitigating the health and safety risk within the organization
   •    Ensures the subsidiary is legally compliant with all health and safety legislation
   •    Ensures that all Health & Safety Representatives are trained to manage, monitor and improve the health and safety standards in the workplace
   •    Participates in the creation and management of health and safety monitoring systems and policies in the workplace
   •    Manages emergency procedures and organizing emergency teams
5. Procurement
   •    Participates in the negotiation of terms and conditions of service providers and liaises with the Compliance Manager for preparation of contracts
   •    Ensures that non-functional movable assets are identified and disposed accordingly in line with the subsidiary’s policies
   •     Participates in negotiating SLA’s with Service Providers and puts in place appropriate mechanisms for monitoring service and compliance to SLA’s
   •    Monitors service delivery of approved service providers within the subsidiary
   •    Coordinates the supply chain of goods and services in accordance with the Procurement Policy and Guidelines, to meet the needs of the Subsidiary, including control and effectiveness
   •    Maintains assets register for inventory such as property, equipment and other environments that house personnel, productivity, inventory and other elements of operations across the subsidiary.
6. Operational Risk Management
   •    Co-operates with and assist other business units with operations matters, at the same time maintaining the required degree of independence and segregation of duties
   •    Continuously liaises with all departments in respect of all operations matters
   •    Tracks and manages operational risk  Dashboard / Scorecard
   •    Support Risk Management processes within the function
   o    Monitoring Risk Register actions
   o    Escalating to Risk Owners as appropriate
7. Service Level Agreements Management
   •    Monitors, measures, reports and conducts periodic reviews (Monthly or adhoc) the level of service provided (by external vendors and LAHL / SSC) and instigates corrective measures whenever appropriate in alignment with the agreed-upon service level targets stipulated by the signed contracts
   •    Ensures that specific and measurable service targets are developed for all Service Level Agreements between LFSB & LAHL
   •    Ensures that all service management processes, operational level agreements, and underpinning contracts for provided services, processes, response times and uptime guarantees between LFSB and LAHL are upheld and delivered
   •    Ensuring that each external service provider is monitored by an appropriately documented SLA, targeted at the service(s) being provided. The SLA must be fair to both parties, ensuring that appropriate clauses are included, covering escalations, service termination clauses etc.
   •    Each SLA must be signed in accordance with Letshego’s internal governance processes (covering Legal & Compliance reviews, Group Procurement processes, Group Finance & Tax, etc) as well as business owners sign-offs. SLA’s should not be endless, there must be period-ends / breaks which accommodate for service and price reviews and re-negotiations.
   •    Pricing negotiations must be carried out, ensuring that fee structures are commensurate with market rates, and proper governance followed in sourcing service providers.
8. Records & Archives Management
   •    Implementing Group data management policies and procedures for record-keeping, storing documents, and retrieving records when needed, including the implementing new technologies / systems / processes to help manage records more effectively.
   •    Continuous analysis of the existing record-keeping processes of the organization and translates these needs into enhancements in the records management systems and processes.
   •    Overseeing records creation and preservation / retention through to disposal, determining which records should be kept permanently, semi-permanently, or temporarily based on organization policies.
   •    Periodical purging / destroying of archived data/records, in line with Group Records Management Policy & Procedures

Requirements

1. Education – University degree or relevant professional qualification
2. Experience –   7  years’ experience in an Operations, Project Management or related area of work
3. Knowledge – Knowledge of facilities management, maintenance, and environmental services. Working knowledge of financial data, budgets and variance analysis
4. Skills – Problem-solving and decision-making

• Organizational and supervisory skills
• Excellent negotiation skills
• Customer focus and bottom-line orientation

Benefits

Market Related Remuneration

About Company

Letshego Financial Services Eswatini

www.letshego.com

Letshego is a Setswana term meaning ‘support’. At Letshego we provide financial support to our customers. Our new brand mark is a stronger, bolder and more modern depiction of the Letshego tripod.