ROLE SUMMARY
Digicall Fogi Plumbing Solutions is looking for an Operations Manager who’s Bright, Agile, and True—and ready to make a significant impact in a specialised plumbing claims business unit.
As an Operations Manager, you will take charge of delivering high-quality services by ensuring all operational processes are handled with precision and efficiency. From overseeing day-to-day operations to optimising workflows, you will manage a strong technical team, drive continuous improvements, and ensure seamless service delivery across all facets of the business.
Your leadership will empower your team to excel, while your understanding of plumbing processes and technicalities will ensure that critical situations are managed effectively.
Ready to step up and make a difference? Lead a team, optimise operations, and bring your technical understanding to the forefront of our success.
QUALIFICATIONS
- Minimum: Senior Certificate or NQF level 4 equivalent
- Preferred: B Degree in an appropriate function relating to the organisation
EXPERIENCE
- At least 5 years of management experience.
- At least 3 of which should be in the similar services environment.
SKILLS & KNOWLEDGE
- Proficient in Microsoft Office Suite, with Advanced level Microsoft Excel skills.
- Excellent written and verbal communication skills (English).
- Good knowledge and understanding of the following areas:
- Business communication
- People Management
- Business Understanding
- Employee Relations
- Safety and Health
- Organisational Knowledge
RESPONSIBILITIES
Financial Management:
- Align to financial targets for the whole Business Unit.
- Align to targets for market growth strategies.
- Conform to scheduled and initiate necessary audits
Operational:
Strategy:
- Continuously liaise with Digicall Snr. Management and other Manager’s on business strategy and operations.
- Monitor external business trends and challenges and continuously align and develop Business Unit’s competencies and skills.
- Audit current systems to determine their effectiveness and applicability.
- Input of ideas for business direction and decision making.
- Identify risks and threats to the Business Unit’s proactively.
- Identify opportunities to improve the business.
- Identify areas of expansion and contraction within the Business Unit.
- Identify opportunities for implementation of new technology.
HR Management
- Develop contingency plans to ensure that performance targets are achieved even in adverse conditions.
- Provide business advice to the Management Team.
- Monitor business best practices internally and externally to the Business Unit and motivate the implementation of appropriate practices across all functions.
- Develop effective systems to communicate vision, strategy and plans on an ongoing basis to management and employees.
- Ensure that safety and health standards are adhered to and improved upon.
- Direct human resources activities, including the approval of human resource plans and activities.
Operational Management
- Lead decision making in the Business Unit team.
- Clear, measurable objectives and goals communicated per team.
- Ensure effective and professional call attendance within required speed answer and call duration service level criteria.
- Ensure synergy of operations and resources in the Business Unit.
- Identify and manage organisational processes and target for optimisation.
- Compile accurate reports to show an accurate representation of the Business Unit’s Operations area performance.
- Ensure consistency in terms of signed off and approved protocols, procedures and requirements.
- Ensure that systems used are aligned to the Business Unit’s overall requirements.
- Ensure that the appropriate systems and controls are in place to manage resources and assets.
- Ensure that effective systems are in place to effectively access and contribute information through-out the Business Unit.
- Ensure that systems used, and procedures are competitive and understood by employees.
- Conduct regular meetings with the management team to stimulate teamwork, identify and address gaps, empower the team and celebrate achievements.
- Analyse statistics and data to identify gaps and improve efficiencies.
- Liaise with all role players such as own staff, clients, service providers, IT, Key Account Management, HR, Finance, etc.
- Identify potential leaders.
General
- Analyse technology, resource needs, and market demand, to plan and assess the feasibility of projects.
- Analyse operations to evaluate performance of a company and its staff in meeting objectives, and to determine areas of potential cost reduction, program improvement, or policy change.
- Direct, plan, and implement policies, objectives, and activities of organizations or businesses to ensure continuing operations, to maximize returns on investments, and to increase productivity.
- Availability to support the Business Unit Head may be required during critical situations, including occasional after-hours and non-standard working times.
COMPETENCIES
- Adopting Practical Approaches: Enjoy and are good with practical work and tasks. Prefers to learn by doing and very like to apply common sense.
- Providing Insights: Very quick at getting to the core of a problem. Will improve things and find ways to improve. Likely to trust own intuition
- Challenging Ideas: Will frequently challenge other people’s ideas, quick to voice disagreement and likely to argue own perspective.
- Directing People: Very likely to take the lead, take control of things and coordinating people.
- Embracing Change: Enjoys new challenges and adapt readily to new situations. Positive about and copes well with change and uncertainty.
- Team Working: Takes full account of other people’s views and work well in a team, will go to considerable lengths to include others in the final decision.
- Valuing Individuals: Very trusting of people, tolerant and places great emphasis on being considerate towards other people.
- Following Procedures: Extremely rule following, procedural and risk averse.
- Managing Tasks: Very effective at planning and organising, identifies clear priorities and milestones.
- Producing Output: Works at a fast pace, works well when busy and copes well with multi-tasking.