Head of Soft Services

**Key Accountabilities/ Principal Responsibilities**

**New Business Development**
Ensure business growth and increased profitability in line with strategy and budgets.
Take a proactive approach to identifying new business opportunities.
Nurture and support business development client introductions and proposals.
Attend and present presentations.
Attend and participate in industry events and various forums and groups, keep up with market trends, products, innovation, and technologies

**Soft Services Operational Performances**

**General**
Accountable for overall Soft Services operations relating to project delivery performances and ensure that;
all aspects of the required services are being delivered according to customers’ satisfaction and contract requirements.
there are sufficient trained and vetted staff working at all times to meet customer and contract requirements.
Evaluate, assess and develop plans to drive business values and propose approach to culture, behaviours and relationships.
Attend Management Committee (Manco) meetings and prepare presentations, where required.
Mentor and provide guidance to behavioural competencies, fostering a culture of teamwork and continuous improvement.

**Strategy**
Work with management to develop and implement agreed strategy and approach.
Report on key focus area linked to strategy.

**Reporting**
Quarterly Soft Services operations performances scores including SLAs in place and compliant
Reporting on all current and planned processes, timelines, values.

**Compliance**
Check and sign off SLAs and ensure that;
these are in line with tender and main contract. SLA in place and
compliant according to Quality Management System (QMS) requirements.
Ensure compliance with company agreed Levels of Authority (LOA)
Ensure all aspects of Soft Services operations regulation, policies and procedures, occupational health and safety (OHS)

**Financial**
Accountable for Soft Services business operations financial Gross Profit and Net Profit outputs.

**Sales and Business Development**
Report on pipeline opportunities, projects and actions.

**Client Relationship Management**
Regular client engagement.
Attend quarterly and bi-annual meetings

**Product Development**
Give guidance and support to Marketing teams to allow them to develop marketing concepts etc.

**Risk Management**
Create an environment of risk awareness and promote risk reduction for the Company and the Client (internal process, reputational, communication, financial)
Ensure compliance to statutory requirements in soft services.
Ensure all staff maintain confidentiality of privileged information relating to Company and Client
Ensure staff adherence to the client house rules
Ensure all stuff understand the need to identify potential problems before they occur so that risk-handling activities may be planned and invoked
Prepare Monthly risk registers as part of reporting

**Health and Safety Compliance**
Ensure compliance to all Health and Safety Standards.
Ensuring that Health and safety maintenance is carried out.
Ensuring all operating activities and equipment are safety compliant at all times.
Ensure all teams are trained to meet with compliance
Ensure all risk assessments and safe methods of work are fit for purpose and in place
Implement Contractor Health and Safety Management processes with staff and sub-contractors. (Management guideline attached)
Risk assessments of new tasks and communicate effectively with OHS to ensure safety and compliance.

**QMS**
Ensure statutory regulatory requirements; Soft Services operations responsibility for implementation and ensure compliance.
Policy implementation; ensure Implementation of policies communicated from QMS Department
Management reviews (Contract management principles); to ensure compliance with project management principles

**Employment Equity Group Compliance**
Contribute and work within framework
Engage with EE Committees to support Group compliance

**Achieve Divisional and Group targets**
Achieve regional targets and contributing to group targets
Take action as required
Attend monthly financial meetings
Sign off regional budgets and forecasts annually

**Key Skills and Experience**
Grade 12
Bachelor’s degree in business administration or a related field of study
At least 10 - 15 years’ experience working in a similar operational management role, ideally within the cleaning industry
Good knowledge of soft services skills in a Property and Facilities Management environment
Good understanding of legislation and legal requirements of corporate operations
Profit driven
Sound knowledge of generating, maintaining, and managing contracts and SLA’s
Experience in drafting business plans and marketing plans
Good financial experience in generating budgets, financials including P&L and income statements
Experienced in generating KPI’s and delivering on them
Good understanding of corporate structuring, grading and staff deployment skills
Understanding of Employment Equity