The Senior Operations Manager, FM is responsible to the FM Manager for the direction and control of all commercial and operational aspects of the Business Unit. Ensuring efficient delivery and service to all internal and external customers. To give the highest level of customer satisfaction, whilst achieving organic and financial success.
Organization/Reporting line:
Reports to: Facility Management Manager, Nairobi
Direct Reports: Operations, Contract Managers
Place of work/Travel: Nairobi, Kenya
Contact and Cooperation:
Internally: Main cooperation with the Operations, Sales, Human Resources CST, Procurement, other Heads of Departments/Business Unit Owners
Externally: Current and Potential KK Clients, Certification/Accreditation Bodies, Suppliers, Subcontractors
Responsibilities
The primary responsibility is to manage the Business Unit commercially and operationally to maximize profitability whilst ensuring quality, performance improvement and customer service delivery.
Assist the FM Manager in development of budgets and strategies to achieve the growth plans.
Commercial responsibility for FM business in conjunction with the FM Manager.
Development of organizational arrangements, systems and processes to enable the efficient and effective deployment of resources in line with and supporting the growth of FM business.
Implementation of the approved budget.
Management control and support of the individual branches and products to ensure profit margins are achieved.
Client updates and meetings to ensure compliance with delivery expectations.
Prioritize, delegate and supervise the daily activities of the operations support staff;
Work as the central coordinating point for operational support to the business linking various business units, branches and projects;
Conduct analysis of Contracts/Projects manpower efficiency levels;
Track and report on operations Key Performance Indicators; for all FM job levels
Supervise branch and project administrators and data entry staff to ensure, correctness of data entered the Microsoft Navision and accuracy of reports generated thereof;
Coordinate FM report on monthly basis
Manage operations administration functions including internal requisitions, leave management, report generation, documentation and support;
Plan and deliver FM training courses to staff;
Supervise the FM training school activities in coordination with the FM assigned trainer
Coordinate operational health and safety with the business divisional units’ heads, and ensuring compliance to HSE work plans;
In charge of contract’s organic growth.
Handle client queries on outstanding issues to ensure quick resolution in agreement with company policy.
Periodically receive and review account reconciliation statements for clients to ensure collections are conducted in the shortest possible period within the stipulated credit policy.
In charge of Safaricom PL
Principal Outputs of this Role:
Manpower deployment, branch / project manpower requirement and manpower efficiency reports
Operations performance efficiency
Customer care relationship
Monthly FM Reports
Commercial performance reports for business divisions, branches, units and projects
Onboarding qualified FM subcontractors
Accountability:
Competencies:
Strong leadership skills with hands-on capability and management style.
Demonstrate a high degree of sensitivity, confidentiality when dealing with internal and external customers.
A go-getter, enthusiastic, results oriented with excellent interpersonal, communication and social skills.
A forward planner with clear focus, well-organized, detail-oriented and able to multi-task
Have a high sense of accuracy, attention for detail and with strong analytical ability.
Business acumen, strategic thinker with ability to make sound decisions for the business • Have good numeracy, problem analysis and reporting skills;
High moral standing with impeccable integrity; and
Ability to grow, support and develop talent within the department
Qualifications & Experience:
Bachelor’s degree in business management, hospitality, statistics or any other relevant field
Minimum Eight (8) years’ experience in a similar role with at least three years in a management position in the service industry in a labor-intensive environment.
Excellent Computer skills.
Experience working with ERP Systems (Microsoft Navision is an added advantage)
Understanding of financial reporting in decision making
Job Requirements
Required education
Required relevant work experience
Required languages:
Mandatory attachments
Please have a scan or photo of these documents ready when you start the application:
Self-prepared CV file
Education certificate
