Implementation Coordinator

3 weeks ago

Johannesburg, South Africa Tsebo Group Full time

**About Us**:
Tsebo Facilities Solution is looking for a Implementation Coordinator who will be responsible to support the Implementation team by providing a successful implementation through orchestrating activities, facilitating meetings, and integrating technologies. Duties include understanding company environment, addressing potential issues, gaining approval from department heads, executing changes, and directing teams which carry changes.

As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity. We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, Remote Camps, and more. Developing our people - the heart of Tsebo - is the foundation of our purpose. The result is a knowledgeable workforce that is in touch with every nuance of our clients’ needs. DOWNLOAD OUR ONE-PAGER to find out more about who we are in a nutshell.

**Duties & Responsibilities**:
**Operational Delivery**:

- Directs, plans, organizes, monitors and manages all day to day functions, the work plans and schedules for a team
- of Customer Experience Associates.
- Organizes the deliverables associated with the pilot by providing the required customer service and technical
- support for named projects.
- Acts as a point of escalation for complex problems and referrals from Customer Experience Associates.
- Organizes team meetings and daily huddles to ensure that new information, goals and targets are properly
- communicated and captured.
- Ensures that resolutions are communicated to customers and that direct reports follow up on status and execution.
- Ensures data is captured as required and all interactions are accurately coded.
- Prepares routine and ad-hoc reports as prescribed.
- Proofreads and edits documents for accuracy, formatting, clearances, style, and compliance with regulations.
- Creates and maintains pilot databases.
- Assists with the delivery of initial, on the job, remedial and ongoing training of direct reports and staff of the
- Assists in the formulation and implementation of policies and systems in assigned areas and develops and
- implements change management activities to facilitate the above.
- Provides oversight on internal project initiatives.
- Analyses KPIs and SLAs and introduces corrective actions to ensure set targets are met at an individual and team
- Reviews and analyses correspondence for internal consistency with the strategic intent, policies, and the objectives

**Customer Focus**:

- Work with teams to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value.
- Interact with client to provide and process information in response to inquiries, concerns and requests about services.
- Work with processes and procedures in such a way that operational efficiencies and performance are enhanced.
- Attend to and resolve all customer queries timeously or escalate when necessary.
- Follow up and follow through on all escalated queries timeously.

**Reporting**:

- Prepare monthly reporting within set timeframes for distributing to the relevant parties.

**Code of Conduct**:

- Undertake such other responsibilities as directed by Management that will drive sustainability.
- Work in a flexible way when the occasion arises so that tasks, which are not specifically covered in the job description, are undertaken.
- Take responsibility for one’s own performance.
- Promote TFS’s & client image and corporate citizenry through deliberate and co-ordinated activities.
- Adhere to the TFS’s Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures as applicable to this position.

Ensure TFS ethical values are adhered to.

**Skills and Competencies**:

- Project Management
- Customer Service
- Client Facing
- Implementation Plan
- Implementation Process

**Qualifications**:

- Grade 12 (non-negotiable) plus.
- Bachelor's degree in business management, IT, or a related field
- Computer literacy on MS Office
- Minimum 2 - 3 years’ experience in Project Management or in n a similar environment

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