Service Manager

2 weeks ago

Cape Town, Western Cape, South Africa FLOCERT Full time

Fair global trade everyone can believe in
FLOCERT is a leading global certification body.

Besides providing sole certification to Fairtrade, we also offer an array of services to support companies in sourcing on Fairtrade principles, where no Fairtrade Standard applies.


Founded in 2003, FLOCERT remains mission-driven and dedicated to working with all types of organisations, from small producers to internationally recognised brands, in order to promote fairness in global trade.

Our accreditation as a Social Enterprise demonstrates our commitment to social business values.

With six international offices conducting business in over 120 countries, FLOCERT specialises in offering global reach with local expertise
For more information, please click here.

FLOCERT is looking for

Service Manager (M/F/div) SCU -

INTERNAL ONLY

Job Share:
Full-time (38,5 hrs. p.w.)

Location:
Any of FLOCERT ́s Office locations (Germany, Costa Rica, India and/or South Africa)

Start date:
as soon as possible

Description


FLOCERT is looking for a business-oriented person to act as deputy manager of SCU and as a service manager of FLOCERT's customized assurance services.


The main aim of this position is twofold:

On one hand, to ensure consistency of SCU as the responsible unit for the oversight and coordination of all customized services delivered by FLOCERT.


On the other hand, to equip SCU with capacity to act more strategically: scheme management of customized services, unit structure and processes, documentation and information of existing services, effective manager and owner roles among the team, among others.

In the short-term, the service manager is expected to be allocated with the following work:

  • 50% to the management of EDGE certification (service manager)
  • 10% to support SCU manager in the set up and management of the unit and team
  • 40% to other incoming service requests and projects, either as a service coordinator or owner


In the medium-term, the above tasks and allocations can change based on the interests and motivations of the future service manager and needs of the SCU team.


Your responsibilities

10% Deputy Role

  • Substitute SCU manager in the management of SCU during absences
  • Actively collaborate with SCU manager in the oversight of projects and services and in strategically managing and improving the organizational function of SCU

50% EDGE Service Manager

  • Managing FLOCERT's EDGE service scheme, overseeing delivery and regular improvement of service quality

Specific tasks:

  • Main point of contact for EDGE Certified Foundation for current service, service extensions and new services/pilots
  • Coordination of EDGE regional certifiers and EDGE auditors within the service: capacity, annual plan, training
  • Management and monitoring of EDGE certification KPIs and related delivery
  • Manage FLOCERT's participation in the EDGE Calibration sessions with internal and external auditors globally
  • Manage requirements for reaccreditation with EDGE Certified Foundation
  • Coordination of technical implementation of the service in collaboration with multiple other relevant units (Assurance Scheme Management, Competence Management, Software Application Management, Credibility Assurance and Account Development)
  • Oversee service profitability, costs and margins together with Account Development, Finance department and regional delivery teams
  • Manage and approve exceptions to EDGE standard and certificate extensions

40% Service Coordinator

Scoping of requests:

  • Participates in meetings with Account Development and customers to understand requirements and specifications
  • Assess feasibility of request and define required resources, costs and timelines for delivery
  • Engage with Account Development for the service offer and in other crucial phases of the service

Coordination and delivery of services:

  • Set up the scheme of customized requests: checklists, guidance material and related documentation necessary for service delivery
  • Onboard delivery teams and auditors in the request and work to be done
  • Oversee delivery is done against defined timelines and costs
  • Review quality of work before final delivery to customer
  • Engage with customers to clarify on deliverable and collect feedback for improvement

Your qualifications, experience and skills

"Must haves"

  • At least 10 years of related professional work experience in an office and customer orientated environment
  • 5 years of experience in certification systems including auditing (e.g. organic, FSC, MSC, SA8000, ISO 14001, etc.) in particular with ISO 17065 accreditation
  • Experience with EDGE Certification scheme or in managing other service or relevant project
  • Fluent in English oral and written
  • Flexible, proactive and hardworking work style
  • Ability to travel for business on a regular basis
  • Team player with excellent interpersonal and organizational skills
  • Excellen

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