Key Responsibilities
Operational Coordination
- Attend and facilitate daily operational meetings.
- Identify operational risks, service delays, and customer concerns.
- Monitor outstanding actions and ensure completion within agreed timeframes.
- Maintain alignment and communication between all operational departments.
- Escalate critical issues where necessary and drive resolution.
Customer Satisfaction Management
Ensure that customer satisfaction remains a key operational focus by monitoring and coordinating the following:
- Ensure actions are followed through to completion and not merely communicated via email or WhatsApp.
- Monitor emergency call-out response times and ensure Service Coordinators meet the required response standards.
- Oversee scheduling and resource allocation to ensure technicians are deployed effectively.
- Coordinate with Procurement and Stores to ensure timely availability of parts and materials.
- Ensure administrative requirements, including job cards and before-and-after photographs, are completed and submitted accurately.
- Monitor service quality through Senior Technicians and quality control processes.
- Review completed job reports to ensure jobs are closed accurately and profitably.
- Ensure priority sites receive the required attention and service levels.
- Identify recurring operational or technical issues and work with management to implement corrective systems, policies, or procedures.
Continuous Improvement
- Analyze operational trends and recurring service failures.
- Develop and implement process improvements.
- Assist in establishing systems and procedures that improve efficiency and accountability.
- Drive a culture of ownership, quality, and service excellence throughout the organization.
Typical Meetings Attended
The Operations Manager will actively participate in and coordinate the following meetings:
- Priority Sites Meeting
- Key Account Coordinator (KAC) and Service Coordinator (SC) Meeting
- Daily Technician Operational Meetings
- Huawei Meetings and Failed Service Reviews
- Closed Job Report Review Meetings
- Logistics Meetings (Stores and Procurement)
- Management Feedback Meetings
- Vehicle Management and Risk Management Meetings
Key Performance Indicators (KPIs)
- Customer satisfaction levels
- Emergency call-out response times
- Service delivery compliance
- Job completion and closure rates
- Quality control compliance
- Reduction in repeat service failures
- Operational efficiency and productivity
- Departmental coordination and communication
- Profitability of completed jobs
- Resolution of priority-site issues
Reporting Structure
The Operations Manager works closely with senior management and department heads to ensure operational excellence and acts as the central coordinator for all service-related activities across the business.
