National Operations Manager

**POSITION PURPOSE**
- To provide managerial and supervisory management, guidance and control, with regard to operations managers
- To ensure maximum customer satisfaction and efficient contract operations, on a nationwide basis.
- To ensure that output specifications are maintained as per the SLA and Management contract.

**ESSENTIAL FUNCTIONS AND BASIC DUTIES**

**1. Strategic Objectives and Key Performance Areas**
- Assist the Portfolio Executive in the development of Systems, Processes, Short and long term Strategic Goals and Objectives for each of the Property Management client contracts.
- Ensure that these are formulated, enacted and understood by all staff members under direct control
- Ensure that these are implemented and maintained continuously
- Responsible for planning, organising, and directing the activities of the Property Management clients.

**2. Contract Documentation Objectives**
Review all Contract documentation and implement the utilisation and delivery of the Contract Management Plan on each of the Broll contract sites

Key Performance Areas
- Ensure all contract documentation complies with the: - o Agreed SLA
- Agreed Budget

**3. Customer relationship Objectives**
Review existing client structures and advise and develop effective and customer focused and proactive relationships at all levels in the customer chain.

Key Performance Areas
- Develop effective communication lines and relationships
- Monitors Clients complaints via interaction or reports, and develops corrective measures
- Conducts periodic inspections of facilities, assesses problems and needs, and implements improvements in operations as appropriate.
- Promotes goodwill and a positive image of the Company

**4. Standard Documentation Objectives**
Constantly reviews the implementation of the Broll FM systems and processes and ensures that the facilities managers under his/her control are correctly managed.

Key Performance Areas
- Assist the Portfolio Executive in the implementation of the SLA’s and Management Agreements
- Audits existing standard documentation and assists in developing policies and procedures for Centre operations. Conducts periodic reviews of existing policies and procedures to ensure maximum efficiency.
- Assumes responsibility for the delivery of effective operations management policies, procedures, and planning as assigned by the Operations Director
- Develops and implements departmental policies and procedures and ensures that all operations are in accordance with established health and safety regulations

**5. Document Library Objectives**

Ensure this is maintained and updated at both site and central office and in accordance with the SLA’s and Management Agreements

Key Performance Areas
- Carry out random inspections and take corrective action as required.

**6. Service Level Agreements Objectives and Transformation**
Review all hard and soft service level agreements entered into with external service providers Broll operational and centre managers and transition external service providers to Broll Systems and Processes

Key Performance Areas
Supervise to:
- Determines compliance status in accordance with specifications outlines in the SLA’s and Management Agreements and ensures that all buildings, grounds, and equipment are well maintained and in optimal working condition.
- Determines Broll procedure for management, monitoring and audit of external service providers is compliant with Broll contractual obligations and adequate for the purposes of Broll service delivery and risk reduction (operationally and commercially).
- Ensures that Broll are maintaining regular audits and reports on services providers coming to their site
- Ensures that services procured are in accordance with the Broll Property Group procurement policy.

**7. Reporting Objectives**
Ensure compliance of Broll with internal and external reporting, reports production and attendance at relevant meetings, workshops and re view sessions.

Key Performance Areas
- Establishes routine reporting procedures and frequencies with the necessary executive summaries to pre-empt client dissatisfaction and to keep the operations director fully informed of all: - o Site challenges
- Client Concerns
- Budget compliance
- Complaints
- Staff challenges
- Ensures that services procured are in accordance with Broll Procurement Procedures
- Sit in on Broll management meetings with clients on a regular basis and ensure proper record is maintained of such meetings.
- Attend, as required meetings with clients and/or services providers
- Action identified delivery shortfalls as appropriate.

**8. Implementation Strategies**
Review implementation strategies (internal and external) for delivery of services to new and existing Broll clients.

Key Performance Areas
Review and carry out performance audits and ongoing reviews to ensure:

- Ensure effective implementation of the sold “proposal”.
- Planned implementation is programmed and delivered accordin