Exec: Field Operations

2 weeks ago

Centurion, South Africa BCXP Full time

Business unit, Department, Reporting Business Unit Cloud Platform Solutions Department Field Services Reports To Executive: Special projects Job Grade/Level M3 Core Description
To provide leadership and strategic management to the Field and Technical Operations Management capabilities within the disciplines of Logistics Management, Stock Management and Control, Audits as well as optimal management of costs and budgets within the Workshops and local Logistics Departments, across regions. to ensure synergy between contractual obligations and excellent service delivery to customers.

This includes a hands-on and operationally savvy oversight and leadership of reporting teams in the implementation of sound business principles in the delivery of customer contracted services in accordance with the agreed scope and in line with contracted service levels, cost effectiveness and profitability.
Lead reporting leadership team in the optimal utilization of resources and focus on employee wellbeing, to capitalise on existing opportunities within the Workshop and Field environments, as well identify new opportunities and oversee the execution of planned projects within the Business Unit. Key Deliverables / Primary Functions
- Lead direct reports, vendors and international BCX Teams in the achievement of strategic and delivery excellence targets across regions, nationally and relevant African locations, in line with contractual obligations.
- Manage consistent and professional service delivery, controlling resources and utilize assets with customer requirements to ensure customer service satisfaction, as well delivery of services in line with contracted requirements.
- Provide technical support via Field Operations to all existing and new accounts as well as in the negotiation of SLA’s, ensuring optimal utilization of resources and skills to achieve cost effectiveness and profitability, nationally.
- Build and retain strong and scalable inter-personal relationships with clients, suppliers, vendors and internal stakeholders, within SA as well as various African countries.
- Conduct ongoing customer needs and requirements analysis with account and service plans.
- Continuously monitor Service Delivery and proactively manage in term of quality, potential risks and new opportunities.
- Ensure meeting of financial targets of the Business Unit aligned to the contracted revenue through excellent service delivery, without financial penalties and by maximizing service/solution profitability.
- Monitor financial performance within the Workshops nationally against targets and forecasts, ensuring remedy and corrective action is implemented timeously, when required.
- Oversee the maintenance of Hi-Tech Repair Centers, ensuring the availability and optimal utilization of tool sets and resources.
- Proactively drive the initiative for the establishment of ‘Carry-In’ Repair Centers, leading relevant direct reports to ensure implementation of this initiative.
- Ensure people capacity and talent pipeline through sound leadership and people engagement processes and initiatives.
- Cultivate a culture of teamwork through collaboration, interaction and regular communications, aligned with the BCX DNA. Core Functional Skills & Knowledge Analytical and Problem Solving Customer Service Decision Making Leading Teams / Team Leadership ISO Processes and Knowledge ITIL Service Management Core Behavioural Competencies Job Match Deciding & Initiating Action Leading and supervising Adhering to principles and values Persuading and Influencing Delivering Results & Meeting customer expectations Culture Match Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Engineering or Information Technology OR NQF 4: Grade 12 Additional Education -Preferred /Advantage Experience

Minimum of 8 years’ experience (preferably 15 years’) in a technical operational role within the Retail Environment, including a minimum of 5 years management experience as well as extensive Retail knowledge, within a position of Field Operations Management.
Or If Grade 12
Minimum of 11 years’ experience (preferably 15 years’) in a technical operational role within the Retail Environment, including a minimum of 5 years management experience as well as extensive Retail knowledge, within a position of Field Operations Management.
Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control Span of Control Direct: 10, Indirect: 500 Level of Engagement Internal: Executive, Managing Executive, Specialist

**External**: Executive Special Requirements / Employment Condition Ability to work extended /long hours as and when required Required to travel locally and/or internationally Valid Drivers license Workplace / Physical Requirements Client Roaming Non-Billable

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