About The Position
Job purpose – responsible for the effective management of Operations in the Cape Region, including the management of the Field Technical Services and Client Services functions in order to provide superior service to clients and Business Partners

Management- Planningorganising, leading and controlling all Operations staff including providing guidance, motivation, and direction in the execution of their daily tasks

Field Technical Services (FTS)- ensure that field technical services are efficiently executed within required service levels and in the most cost-efficient and prudent manner

Client Services – ensure that the Client Services team provides the highest level of service to clients and Business Partners (BPs)

Strategic Operational Plans – ensure that strategic plans are implemented effectively

Process execution – ensures that all operational processes are correctly executed by all Operations staff
Policy compliance – ensure that Operations staff adhere to company policies and take necessary corrective action when required

Client escalations – resolves client escalations within defined service level timescales; may require attendance at site meetings to resolve complex technical site issues; ensure effective liaison with BP and client until resolution has been achieved

Quality assurance – ensure that all installations are effectively executed to specified quality standards and that control is maintained in respect of all equipment (routers and related equipment)

Regional liaison with Mobile Network Operators (MNOs) – develop and maintain sound working relationships with the regional technical management of the MNOs; liaise in order to resolve regional network issues; ensure that National Technical Support Manager is kept informed

Procurement and Stores – ensure that the regional procurement and stores functions are effectively managed and executed in the most cost-efficient manner

Cost control – Monitor and control all Operations costs and ensure that defined approval processes are followed

Company vehicles – ensure that company vehicles are maintained and serviced; manage and review vehicle running expenses and usage on a regular monthly basis and take corrective action in the event of abuse by drivers of company vehicles

Reporting – review efficiency and productivity statistics and provide reports presenting commentary and recommendations to executive management assessing productivity, resource optimization and efficiency; take corrective action when required
Operations systems development – act as the regional representative and coordinator in providing input into the development and refinement of Operations systems and processes (including HELP2 and Qlikview) in the projects aimed at enhancing Operations management planning, scheduling, and reporting

Internal relationship management -ensure that sound relationships are forged and maintained with all other business units especially Sales in order to achieve overall business unit objectives

Staff training and development – assist staff in personal development; ensure that training is provided on an ongoing basis to address any training needs
Staff recruitment – recruit staff in conjunction with the Managing Executive when required

Desired Skills
Grade 12 –
Tertiary technical training (diploma) will be advantageous –
Ten years’ experience within the telecoms industry is essential
preferably within the GSM environment
experience within the ICT industry may be considered –
Experience in field workforce planning and management is essential –
Computer literacy essential with proficiency in MS Office –
Technical acumen with an ability to provide sound business solutions to clients and BPs –
Good administrative
analytical and negotiation skills –
Ability and willingness to work outside normal working hours when required –
Experience in working with and knowledge of workforce planning tools will be advantageous
Personal attributes
Strong leadership and people management skills –
Service and people orientated
with strong technical ability –
Good written and verbal communication skills –
Target and results-driven –
Personal effectiveness by having a results-orientated outlook –
Ability to work under pressure
Prioritize and plan workloads effectively in order to meet goals and deadlines –
Ability to manage the consequences of non-delivery –
Lateral thinker with an ability to implement agreed strategic operational plans –
Excellent problem-solving skills –
Attitude reflecting a desire for continuous improvement

Desired Work Experience
5 to 10 years Middle / Department Management
5 to 10 years Fixed Line Telecoms

Desired Qualification
Diploma