Coo (Chief Operating Officer)

3 weeks ago

City of Johannesburg Metropolitan Municipality, South Africa Ananzi Full time

Direct Reports: 6 (TBC) - Head of Facilities, Credit Control Manager, Leasing and Customer Service Manager, HR Administrator, Marketing and Sales Manager, Development / Project Manager (where work relates to operational budgets).

This role seeks a visionary, goal-orientated and seasoned leader who will play a key pivotal role into the next phase of stability and measured growth for the company.

The incumbent will form part of the senior management team for the company and provide leadership, guidance and supervision to the key business areas reporting into it (Facilities, Marketing and Sales, Credit Control, Leasing, Property Management, IT and HR). The overall purpose of the role is to develop and improve on the efficiency and effectiveness of the operational processes, systems, controls and infrastructure to ensure a smooth translation of the company's strategies into operational plans, policies, procedures, initiatives and goals.

The role is strategically placed to execute on the long and short-term plans of the company, a key focus area will be to drive and establish a strong customer journey experience, where customer service, ethos and experience is placed at the heart and within the culture of the company. Another key focus area is to strengthen the long-term financial profitability of the business.

Responsibilities:
  1. Customer Experience: Define and implement innovative strategies for customer attraction and retention, drive a deliberate and purposeful customer value proposition.
  2. Ensure standards/procedures are in place for optimal customer experience.
  3. Build and maintain relationships with tenants and key stakeholders, practice proactive relationship management techniques.
  4. Communicate and resolve tenant issues, devise ways of improving the customer experience.
  5. Create a simple and effective solution to log customer queries, complaints and suggestions.
  6. Measure satisfaction levels by running surveys and/or information gathering tools with customers.
  7. Implement a thorough onboarding process for all new tenants.
  8. Facilitate and coordinate ongoing professional communication channels with tenants.
  9. Engage the finance team regarding the municipal cost recovery from tenants.
  10. Regularly analyze relevant data from various software tools and customer complaint websites.
Effective Leasing:
  1. Marketing and Sales: Devise and implement a strong external marketing strategy and plan.
  2. Ensure alignment between the external and internal marketing plan and approach.
  3. Maintain and build a professional relationship with the company's external marketing service provider.
Credit Control:
  1. Ensure correct collections procedures and processes are in place.
  2. Review and make recommendations to the credit risk assessment process.
Facilities Property Management:
  1. Oversee the management of the daily operations at the multiple properties owned and/or managed by the company.
  2. Compile, prepare and present various forms of reports to the senior management team.
Finance and Procurement:
  1. Work in close collaboration with the Chief Financial Officer (CFO) and CEO.
  2. Develop annual operating budgets and monitor operational expenses.
IT:
  1. Manage key IT deliverables with the company's outsourced IT company.
HR:
  1. Participate in the formulation and administering of company policies.
Leadership and Management:
  1. Manage, motivate and build a high-performance team.
General:
  1. Research and investigate current trends and developments in the property management industry.
Skills:
  1. Entrepreneurial and strategically minded.
  2. Excellent verbal and written communication skills.
  3. Proven leadership and mentoring abilities.
Experience, Knowledge and Qualifications:
  1. Minimum 15 years' experience in building operations and property management.
  2. Relevant tertiary level qualification/s, preferred post graduate qualification in business administration.
Additional Job Conditions:
  1. The nature of this role requires site visits to various properties.
  2. Use of a vehicle and a valid driver's licence is required.
  3. Work after hours / outside of normal working times and/or days is characteristic of this role.
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