Centre of Excellence Director MEA

3 weeks ago

Johannesburg, Gauteng, South Africa Gilbarco Full time

About the Role

We are seeking a highly skilled and experienced Centre of Excellence Director to lead our operations in the Middle East and Africa region. As a key member of our leadership team, you will be responsible for driving the delivery of our strategic objectives and ensuring the success of our business.

Key Responsibilities

  • Supply Chain Management
    • Lead and direct all facets of supply chain management, including purchasing, logistics, warehousing, billing, and stock management.
    • Develop strategies, policies, and procedures to optimize the value of the entire function.
    • Ensure implementation of Standard Work and drive sustainable cost reduction.
    • Maintain compliance with all regulatory requirements and ethical standards related to procurement.
  • Project Management
    • Build an effective Project Management Office (PMO) structure.
    • Strategically manage projects across the region.
    • Identify and drive process improvement opportunities within the projects team.
    • Build and maintain key stakeholder relationships and trust.
    • Collaborate with Commercial Leaders to meet Revenue Recognition targets.
    • Sign off on contractor onboarding.
    • Monitor market and competitor activity and provide recommendations on pricing policies and strategies.
  • Customer Service
    • Oversee all aspects of customer service policies, objectives, and initiatives.
    • Ensure effective frontline customer support, including scheduling processes.
    • Develop and implement Service Level Agreements (SLAs) focused on response times and query resolution.
    • Ensure systems are in place to capture and report service metrics, including Voice of Customer (VOC) and trends.
    • Align customer service activities and initiatives to support business objectives.
    • Develop and maintain customer relationships with key customers.
  • Service Delivery & Technical Support
    • Establish an effective Level 1 technical support structure.
    • Lead the central point of customer contact for remote diagnostics and technical support.
    • Ensure Standard Work is in place for timely resolution and feedback to customers.
  • Technical Training
    • Manage the technical training function across the region.
    • Develop and implement technical training strategies to ensure the business has the right skillset to provide quality service to customers.
  • Active Leadership
    • Demonstrate a clear and consistent commitment to the company's vision, purpose, and values.
    • Build extraordinary teams by identifying, attracting, and retaining talent.
    • Drive the Talent Review process and filter it down to all levels of the organization.
    • Develop and maintain effective linkages across the business.
    • Provide coaching to team members.
    • Lead other projects, tasks, or processes as agreed with the President.

Requirements

  • University degree or equivalent.
  • Postgraduate diploma, e.g., MBA or equivalent Master's in a related discipline preferred.
  • Experience in Lean / Six Sigma / Kaizen environment preferred.
  • Minimum 10 years' experience in a Senior Operations/Customer Experience Leadership role.
  • A level of technical acumen.
  • Understanding of and commitment to working in a lean organization.
  • Thorough understanding of margin improvement process.
  • Customer-focused individual with experience managing and working with demanding customers in a customer-led organization.
  • Background in working in complex operations.
  • Practical experience managing diverse teams operating in multiple geographies.
  • Experience working within the petroleum or related industry preferred.

About Gilbarco Veeder-Root

Gilbarco Veeder-Root represents the leading brands of solutions and technologies that provide convenience, control, and environmental integrity for retail fueling and adjacent markets. We are a global industrial technology company focused on smarter transportation and mobility. Our portfolio of five operating companies is united by a powerful purpose: mobilizing the future to create a better world. Our pioneering solutions advance safety, security, efficiency, and environmental compliance worldwide.

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