Duma Works is recruiting an Operations Manager for one of our clients in Rwanda; A leading registered company
dealing with importation and distribution of products in Rwanda.
Summary: The holder of this position will ensure overall CUSTOMER
SATISFACTION in the company’s service delivery, OPS staff management,
relationship management with corporate clients and associate institutions by
performing the following duties personally or through subordinate managers.
Essential Duties and Responsibilities
·
Oversight of Customer Satisfaction –
Impromptu post move interviews with a sample few clients and review of customer
feedback forms;
·
Continuous innovation of processes
& procedures to enhance customer experience and satisfaction.
·
Scheduled Assignment of Jobs to OPS
Teams
·
Engagement and Review of Contractual
Agreements with Suppliers – all negotiations of credit terms, pricing and
delivery of procured utilities;
·
Develop KPI’s and periodically
appraise the:-
o Removals Supervisor
o Warehouse Supervisor
o Fleet Supervisor
o Removals Supervisor
o Warehouse Supervisor
o Fleet Supervisor
·
Development of Staff Recruitment
Plan, ensuring reasonable availability and adequacy of active and standby
personnel (Drivers / Movers/etc) at all times;
·
Coordination and Content Development
of Staff Training Programme, ensuring highest standards of proficiency in
service delivery;
·
Development of an Effective Rewarding
/ Imprest System for Exceptional Staff Performance
·
Enforcement of Service Delivery
Procedures
·
Coordination of General OPS
Assessment Meeting – with Fleet, Removals and Warehouse Personnel;
·
Oversight of Claims & Complaints
Handling, Remedy Resolution and Incident Recording – enforcement of BLACK BOOK,
Discipline, Theft Prosecution, etc;
·
Oversight of Security protocols for
all fixed and moveable assets, facilities and activities of the company;
·
Develop and enforce Standard Operating
Procedures.
·
Drive Operations Department related
projects and Mobilize Resources and Personnel to meet pre-determined deadlines
& milestones.
Duties include the following
DAILY (Removals, Warehouse, Fleet,
Ops Team)
• Removals:
o Update GM on progress of active
jobs and overall operations performance;
o Review Job Cards and all report sheets raised by Mover team (active & completed jobs);
o Materials
o Review Job Cards and all report sheets raised by Mover team (active & completed jobs);
o Materials
• Review of Daily Materials Returns
and update returns sheet.
• Approve Job Card Returns Expense Sheet,
before uploading by Finance coordinator;
o Update J&R Report;
o Record any claims.
o Review Job Allocations from the Operating System (tOS);
o Review Daily Status Report to 3rd Party / Wholesale Clients to be given to Teams e.g. Crown;
o Ensure updating of Financial Information on Quick Books, by confirming that Finance Officer has updated her system; Review Profit & Loss Statement for each previous day completed Job, as submitted by Finance Officer at 12 noon;
o Record any claims.
o Review Job Allocations from the Operating System (tOS);
o Review Daily Status Report to 3rd Party / Wholesale Clients to be given to Teams e.g. Crown;
o Ensure updating of Financial Information on Quick Books, by confirming that Finance Officer has updated her system; Review Profit & Loss Statement for each previous day completed Job, as submitted by Finance Officer at 12 noon;
• Ops Team:
o Assign OPS Teams duties / jobs;
o Confirm Ops Team Supervisors are completing their reports on schedule.
o Confirm Ops Team Supervisors are completing their reports on schedule.
• Claims
o Create new entries for claims into
the tOS and update the claims summary sheet.
o Review of the resolution implementation of any Claim Cases;
o Review of the resolution implementation of any Claim Cases;
• Warehouse:
o Issue Warehouse Supervisor with
duties.
o Receive updates on any warehouse related activity.
o Update the Warehouse J&R Report;
o Receive updates on any warehouse related activity.
o Update the Warehouse J&R Report;
• Intervention on Large Debt
Follow-up’s, as and when required;
• Review of all Invoices (per Job
done) through the Operating System (tOS), having been submitted by Finance
Officer within 48hrs of completion;
• Approve daily Purchase Orders from
Ops Team Supervisors based on Fees Schedule.
WEEKLY (Removals, Warehouse, Fleet,
Ops Team)
• Ops Team
o Ops team meeting after review weekly reports.
o Ops team meeting after review weekly reports.
• Moving: Jobs & Receipts Report.
• Warehousing: Activity Summary Report.
• Warehousing: Activity Summary Report.
• Fleet: Vehicle Activity Summary
(Should include condition & Previous Weeks Expenditures for
repairs/maintenance)
o Review Transport Report.
o Assign weekly tasks & projects.
o Assign weekly tasks & projects.
• Fleet:
o Review of Vehicle Reports,
detailing conditions of fleet vehicles;
o Weekly inspection report from the Fleet Supervisor.
o Weekly Vehicle Compliance Report from Fleet Supervisor.
o Review weekly expenditures report.
o Weekly inspection report from the Fleet Supervisor.
o Weekly Vehicle Compliance Report from Fleet Supervisor.
o Review weekly expenditures report.
• Review of Materials, Tools and Spares
in Storage Reports;
o Materials use report.
o Material / Tools follow-up from client premises, in the case of repeat job completions.
o Material / Tools follow-up from client premises, in the case of repeat job completions.
• Receive updates from Removals
Supervisor on Jobs Allocated and overall performance of the Team Leaders;
• Review the Cumulative Profit & Loss Statement for previous entire week;
• Review Warehouse Jobs & Receipts Report of previous week, as submitted every subsequent Monday morning by Finance Officer;
• Review the Cumulative Profit & Loss Statement for previous entire week;
• Review Warehouse Jobs & Receipts Report of previous week, as submitted every subsequent Monday morning by Finance Officer;
MONTHLY (Removals, Warehouse, Fleet,
Ops Team)
Review Status Reports –
• Removals Performance:
o Jobs Completion Report, Job
Allocation Report, Vehicle Report, J&P Report and Claims Report, from the
respective Fleet/Removals/Warehouse Supervisors;
o Attendance by moving crews
o J&R for entire month with total performance.
o Attendance by moving crews
o J&R for entire month with total performance.
• Warehouse Performance:
o Total warehouse activity.
o Total warehouse receipts.
o Total warehousing space available & occupancy.
o Total warehouse receipts.
o Total warehousing space available & occupancy.
• Fleet & Transport:
o Total vehicle activity
o Total vehicle expenses.
o Confirm Delivery of SDV / Bollore Statement
o Total vehicle expenses.
o Confirm Delivery of SDV / Bollore Statement
• Ops Team:
o Appraise the Performance of the
Fleet, Removals and Warehouse Supervisors;
o Deliver Summary Status Report, to GM;
o Compare Profit & Loss Statement for previous entire month with pre-determined benchmarks;
o Update Fees Schedule with new fee amounts.
o Update Vendors & Suppliers Contacts list with new contacts or changed contacts.
o Deliver Summary Status Report, to GM;
o Compare Profit & Loss Statement for previous entire month with pre-determined benchmarks;
o Update Fees Schedule with new fee amounts.
o Update Vendors & Suppliers Contacts list with new contacts or changed contacts.
Key Challenges
·
Aim to innovate all aspects of your
role to maintain and increase customer satisfaction.
·
Constantly add value to the business
through continual training and recruitment of suitably experienced personnel
most of who should be customer centric;
·
Job requires one to be pro-active,
presentable at all times and very self-driven.
·
Candidate MUST uphold the highest
standards of best practice, staff management, customer interaction, mentorship
and coaching, monitoring and evaluation across the Fleet, Removals and
Warehouse departments;
·
Customer Portfolio Management,
Profitably and within acceptable cost saving markers;
·
To always deliver fully on the 4P’s
(People, Professionalism, Price and Program) as defined by the Taylor Movers
Strategy.
Job Knowledge, Skills and Experience
To perform this job successfully, the
individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative
of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made
to enable individuals with disabilities to perform the essential functions.
·
At least 3 years’ demonstrated
experience in a similar firm or industry at managerial level and the ability to
manage staff within an environment with high standards of customer service.
·
Minimum University degree or
equivalent from recognized University
·
Effective communicator, with proven
customer care competences and impeccable interpersonal skills.
·
Proven IT Skills (Windows / Office /
Operating Systems).
·
Job requires one to be pro-active,
presentable at all times and very self-driven.
Competences
·
Leadership –(Level: Mastery)
·
Communication and Persuasion –
(Level: Mastery)
·
Management of Business Performance –
(Level: Mastery)
·
Team Work – (Level: Mastery)
·
Delivery of Results – (Level:
Mastery)
·
Ability to Analyze and Solve Problems
– (Level: Mastery)
·
Ability to Maximize Business
Opportunities: (Level: Mastery)
Other Benefits: Accommodation provided.
Apply
Send your Cover Letter and detailed
CV to apply@jobs.dumaworks.com marking the subject as “2762”, Your Full name & Phone number
e.g. 2762 Barack Obama, +2547xxxxxxxx. If you don’t follow these instructions,
your application will not go through.
Deadline for receiving applications: Wednesday, 26 April 2017
N.B.* You will receive a confirmation email and an alert to take a
basic screening test over SMS or online. The email with the test may not arrive
immediately. Please be patient. The email/SMS test will typically be 5-8
questions to help us understand your background. Regular SMS rates apply to the
test.
If you apply and don’t meet these
minimum qualifications, we won’t be able to forward your application to the
employer.