Job Details

To effectively manage and optimise the operations and co-ordination of services provided to clients on a national basis by ensuring each project delivers results that meet with organisational and client objectives

Minimum Requirements

Grade 12

Relevant degree / diploma (advantageous)

Minimum 5+ year’s business experience (in client and staff interaction, and organisational experience at management level)

Job Specification

Effective people management

Set, communicate and ensure goals and objectives are in line with company objectives and that agreed goals, objectives and deadlines are achieved

Ensure subordinates achieve key outputs as per goals set and in accordance with their JEP’s

Ensure all appraisals are effectively completed

Recruit staff as per company policy (as required)

Ensure all employees comply with agreed policies and procedures

Manage subordinates’ performance, taking corrective action (in line with Code of Conduct) when staff’s conduct or performance is not in line with company standards and provide feedback to management

Manage performance and allocate work to teams

Provide performance feedback

Identify training needs and train subordinates

Motivate, counsel and mentor subordinates, setting objectives, standards and time-lines

Manage implementation and maintenance of the disciplinary code and grievance procedure

Conduct monthly staff and team meetings

Identify succession candidates

Implement development plans for succession candidates

Continually provide feedback at all levels

Call cycle management 



Achievement of project objectives

Provide input into strategic planning for the business and develop plans and processes to ensure effective implementation

Complete take-on document and use creativity and insight to establish which resources are needed by using the most efficient and cost effective method to achieve results that meet client  objectives

Continually benchmark and optimise processes against best practice

Formulate a project plan to define and achieve project objectives

Liaise with National Operational Manager to monitor and check quality of work produced by field staff and take corrective action when necessary

Provide regular feedback to management and the client on a regular basis 



Customer / client satisfaction

Provide regular feedback to clients

Ensure detailed target control

Address and follow-up all customer queries and problems

Demonstrate analytical planning and creativity for future client retention and development

Stay abreast of the market and competitors

Meet client / customer and company performance standards and ensure subordinates do likewise 



Effective administration, including accurate, timely reporting

Develop effective and efficient administrative systems

Submit reports to client and management

Document and manage income and expenditures

Submit information regarding billings

Ensure necessary salary information is submitted on-time

Liaise with HR department regarding all problems and enquiries relating to the payment of field staff who participated in the project

Manage and maintain all staff performance documents and scorecards accurately and within required deadlines



Effective budget monitoring

Determine expenses, e.g. salaries, vehicles, local travel, etc

Ensure budgets are adhered to

Oversee budget by accounting for discrepancies

Oversee specific project budgets and accounting thereof



Smooth operational running

Develop, implement and maintain operational excellence, policies and procedures including standard operating procedures

Develop and maintain relevant database

Process information and forward to staff

Collect reports and submit to client

Ensure accurate information is recorded and quality checked

Take corrective action where necessary

Create and analyse reports and provide feedback

Identify client needs and objectives

Keep abreast of new developments in the industry and communicate new developments to staff and management

Implement and manage projects when required

Agree on deliverables, scope and timelines with client



Effective teamwork and self-management

Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained

Demonstrate consistent application of internal procedures

Plan and prioritise, demonstrating abilities to manage competing demands

Demonstrate ability to anticipate and manage change

Demonstrate flexibility in balancing achievement of own objectives with ability to understand and respond to organisational needs

Manage own career development by staying abreast of any technical and industry changes 

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