Senior Manager: Service Standards

1 week ago

Johannesburg, Gauteng, South Africa Bidvest Facilities Management Full time

ROLE PURPOSE
Drive and implement the strategy around service standards, hospitality, and service excellence across the Clients facilities management portfolio.


Ensuring quality of the services rendered by service partners in addition to BFM meets or exceeds the client's expectations consistently.

Implementing, executing and monitoring the services that are provided on the contract in respect to Soft Services, catering and FOH customer touch points within the BFM remit.

Ensuring accurate billing of these services which affect GMP and adhoc billing; to ensure commercial viability of the contract. Reporting on these services and their performance monthly to Absa and internally.

Establishing and maintaining a Best-in-class service standards for al Facilities Management functions on the Absa Account. Driving a "one Bidvest" culture across the contract with all service partners.

MAIN OUTPUTS

Service Delivery and Operational:

  • Contract ownership of service standards and service delivery in Catering; softs service; FOH and concierge and remote ATM cleanings related functions.
  • Seek and implement initiatives to assist operations in measuring required service standards.
  • Be aware of buildings and services implemented or terminated on the portfolio, and ensure services are sold up or sold down accordingly. Further, where it is a sell up, surety given to ensure the service standard is implemented to the required contract standard per service provider.
  • Ensuring innovation and promotional activity around catering is continuous and maintained.
  • Ensuring that catering offerings remain of the highest standard and are implemented consistently across the national portfolio, considering varying LSM levels in each Clients building.
  • Monitor and report on service partner and supplier nonconformance on the FM account; and ensure this is tracked and resolved.
  • Offer support to the operational; project and engineering divisions of the contract where service standard implementation is required (in GMP or Adhoc) and ensure this is maintained.
  • Development of customer journeys and moments of truth, as well as the implementation of the associated mystery shopper programmes with the buyin of the service partners
  • Design and assess cyclical visits for Service Standard Workstream leads to proactively manage standards.
  • Alignment of service delivery outputs to the Clients strategic initiatives
  • Assessment of operational performance of FM teams; in alignment to service standards to ensure continued consistency nationally.
  • Implementation and development of measurement tools to continuously assess the service performance on the contract, and sentiment of the Clients customers.
  • Contract Quality assurance nationally ensuring service standards are aligned to agreed bank service standards.

Financial:

  • Monitor and report on service credits due to the account from the soft services partners.
  • Innovation in the related services to create efficiency in soft services and catering.
  • Optimisation of costs for the purposes of achieving savings targets on the FM account
  • Identify opportunities to grow the FM contract on the Absa account that can grow the basket of services offered.
  • Ensure service contracts are fulfilled by service providers based on PO's issued, and to claim credits where they were not.
  • Ensure contract profitability; through understanding GMP, responsible cost management and driving innovative solutions.
  • Ensuring WIP / GRIR are within the required and acceptable days.

Strategic:

  • Development of a customer focused service ethic culture that can be implemented; that is uncompromising and of the highest level on the Clients contract (Best in class) development of these and "key moments of truth" is pivotal with the correct stakeholder engagement.
  • Strategic drive to ensure all soft service align under BFM on the contract in respect to culture of service delivery and operational outputs.
  • Identify strategic opportunities across the account that can benefit the greater contract not only service standards.
  • Use of technology to drive efficiency and innovate on the account.

Contract Compliance & Governance:

  • Ensure contract and account are compliant in terms of the governance requirements.
  • Ensure compliance to all process that have been documented in the contract that bearing on service standards and soft services.
  • Ensure the CN process is complied with through operations when engaging with service partners to ensure service delivery is not impacted.
  • Continually assess if all dashboards and reporting is adding value to the account and is useful. Innovate around those dashboards to continuously improve the data reported.
  • Annually review service partners SLAs with the commercial / procurement team and ensure its relevance to the current running of the contract.
  • Continually assess contractual service standards to seek improvement; opportunities for growth;

  • Care Assistants needed

    1 week ago

    Johannesburg, Gauteng, South Africa Caring Senior Service Full time

    Company DescriptionAbout Care4UJoin us in transforming peoples' lives and theircommunities CARE4U is a one-of-a-kind human servicescompany offering services for people with intellectual anddevelopmental disabilities, home care for seniors, as well aseducation, vocational training, and job placement for people of allages and skill levels.Please WhatsApp and...

  • Service Standards Lead

    1 week ago

    Johannesburg, Gauteng, South Africa Bidvest Facilities Management Full time

    ROLE PURPOSEManaging the quality of the services rendered by internal teams; overseeing multiple activities by planning, implementing, executing and monitoring the services that are provided on a respective contract. Ensuring accurate delivery of these services against the required SLA and service standards.MAIN OUTPUTS Ownership of service delivery in...

  • Technical Standards Manager

    1 week ago

    Johannesburg, Gauteng, South Africa bp Full time

    Location South Africa Johannesburg Metropolitan Municipality Johannesburg Travel required No Job category Project Management Relocation available Yes Domestic (In country) only Job type Professionals Job codeBR Experience level SeniorJob summaryDevelopment and execution of these standards and specifications in collaboration with the whole M&C business and in...

  • Professional Manager: Standards

    1 week ago

    Johannesburg, Gauteng, South Africa Six Sense Full time

    Gauteng, JHB - Eastern Suburbs Annually Cost To Company (Market related)A well-established business is seeking to appoint a Professional Manager: StandardsThe main purpose of the job is to lead the development and maintenance of robust auditing and assurance standards.Your expertise will contribute to the enhancement of audit quality, consistency, and...

  • Senior Services Architect

    1 week ago

    Johannesburg, Gauteng, South Africa Dimension Data Full time

    Senior Service ArchitectA strong background in object-oriented design, design patterns, and use of programming languages and frameworks is a plus. Are you looking for a great opportunity to make an impact on people's lives? Do you want to work in an innovative company that is constantly challenged to innovate and improve? We believe this Senior Service...

  • Senior Sales Executive

    1 week ago

    Johannesburg, Gauteng, South Africa Service Solutions Full time

    We are currently looking for a Senior Sales Executive to join the team of a reputable truck rental company based in the Gauteng Province. They are known for providing reliable and cost-effective truck rental services, standing out as a top player in the industry.ExperienceSelf-Starter with a dynamic and outgoing personalityProven track record in...

  • Payment Standards Specialist

    1 week ago

    Johannesburg, Gauteng, South Africa South African Bankers Services Company Pty Ltd Full time

    Job Description:BankservAfrica form part of the South African National Payments System and are a trusted partner of the financial industry, including banking institutions, and therefore require that employees adhere to unwavering standards of honesty and transparency in performing their duties.PURPOSEThe main purpose of the Payment Standards Specialist is to...

  • Payment Standards Specialist

    1 week ago

    Johannesburg, Gauteng, South Africa BankservAfrica Full time

    This details all the information about the job posting. Share this job as a link in your status update to LinkedIn.Do you see a future that includes more?More exposure to innovative technologies, more personal growth, more experience?Look at the position we have available and see how, together we can shape your future, so that you can give more and include...

  • Quality & Standards: Talent Development Manager

    1 week ago

    Johannesburg, Gauteng, South Africa SAPRO Full time

    SAPRO is a mission driven firm, with goals of revolutionizing the public accounting, audit, and tax industries while building better futures for our people, clients, and our global community. SAPRO serves three key audiences - our people, clients, and our communities.For our clients, we strive to be a trusted partner, providing full-service consulting...

  • Senior Service Manager

    1 week ago

    Johannesburg, Gauteng, South Africa Psybergate Full time

    What you will be doing: Plan and manage the design research activities (research strategy, ethnographic based user research, secondary research, UX research) collaboratively with the team. Plan and execute system mapping, customer journeys, scenarios and service specifications. Analyse research data identifying and generating meaningful insights and...

  • Senior Service Owner

    1 week ago

    Johannesburg, Gauteng, South Africa Tych Business Solutions Full time

    Job ID: 82652Date Posted: Posted 5 hours agoLocation: JohannesburgJob Title: SENIOR SERVICE OWNER (1 YEAR) FTC - JOHANNESBURG - GAUTENGJob Description: The Senior Services Owner is responsible for ensuring the continuous availability and operation of the Network in the company. He/she will work very closely with the client provider to ensure all issues with...

  • Senior Manager Corporate Services

    1 week ago

    Johannesburg, Gauteng, South Africa Edge Executive Search Full time

    Senior Manager Corporate Services Permanent CT00006 Executive Management Gauteng, JHB Central Annually Cost To Company (., Market related) Our client, a leader in diversified industries is now hiring a Senior Manager Corporate Services, a permanent C-Suite Level Role based in Johannesburg (Gauteng)Requirements: Bdegree in a relevant field- Post Graduate...

  • Senior Manager: Soft Services

    1 week ago

    Johannesburg, Gauteng, South Africa Bidvest Facilities Management Full time

    BRIEF ROLE DESCRIPTION:Managing the quality of the services rendered by internal teams; overseeing multiple activities by planning, implementing, executing, and monitoring the services that are provided on a respective contract. Ensuring accurate delivery of these services against the required SLA and service standards.KEY PERFORMANCE AREAS Ownership of...

  • Customer Service Representative

    1 week ago

    Johannesburg, Gauteng, South Africa Bfv Service Gmbh Full time

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Select how often (in days) to receive an alert: Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments...

  • Senior Services Owner

    1 week ago

    Johannesburg, Gauteng, South Africa Boardroom Appointments Full time

    CONTRACT ROLEKey Roles and Responsibilities: Leads and manages a team of network engineers, and specialists Provides guidance, mentorship, and performance management to ensure team success Collaborates with the team to design and architect network solutions, including LAN, WAN, data centre, and cloud networks Ensures that network designs align with business...

  • Senior FMR Sales Consultant – Logistics

    1 week ago

    Johannesburg, Gauteng, South Africa Service Solutions Full time

    Job Title: FMR Sales ConsultantCompany: National Logistics CompanyNational Logistics company in Kempton Park is looking for an FMR Sales Consultant to join its dynamic team.Retain and expand existing businessPromote and suggest additional servicesAchieve sales goalsCreate a structured weekly call plan and provide progress reports on new business...

  • Country Freight Manager

    1 week ago

    Johannesburg, Gauteng, South Africa UNITED PARCEL SERVICE Full time

    Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself...

  • Senior Manager: Ict Service Delivery

    1 week ago

    Johannesburg, Gauteng, South Africa University of the Witwatersrand Full time

    The main purpose of this position/job is:The Senior Manager: ICT Service Delivery is responsible for overseeing and managing IT service management processes and customer-facing functions, supporting the entire University user community. This includes managing the service desk, desktop support, audio-visual support, and lab support functions. Ensuring...

  • Senior Audit Manager

    1 week ago

    Johannesburg, Gauteng, South Africa Six Sense Full time

    Gauteng, Johannesburg Annually Cost To Company (Market related)A well-established Travel company is seeking Senior Audit Manager - Cyber, Digital and TechnologyTo provide strategic leadership and guidance to teams by providing independent assurance of the control environment to the company's Audit Committee and ensuring effective risk management practices...

  • Senior Protection Services Manager

    1 week ago

    Johannesburg, Gauteng, South Africa De Beers Group of Companies Full time

    Company Description Come and join this dedicated team as a Senior Protection Services Manager. The role is accountable to the General Manager Security for all issues relating to the management and optimisation of Tactical Response Service resources for Anglo American Platinum. The role initiates appropriate strategies, policies, and systems within the...