Operations Lead - South Africa

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The main function is to support the company's customer service activities by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance.
Services.
Coordination and management of the Service Team to provide 24-hour support to customers.
Customer & Supplier Service Centre (Support) managed, monitored, and improved by ensuring quality, fast and reliable service.
Track and monitor service levels at sites, stations, and customer service centers to ensure customer satisfaction, volume growth, and economies of scale.
Maintenance of the admin site from a service perspective.
Deal with and resolve escalated queries from customers while maintaining great relationships and service levels.
Liaison between IT, Finance, Sales and Business.
Ordering and distribution of POS devices.
Reporting.
Key client account management.
Omnibus & FICA Management.
Onboarding of new customers.
Daily cash forecast management.

Branches/Offices & Diesel Truck Parks/Stops/Depots (sites).
Development/design of Service-related best operating practices and processes.
Procedures, policies, stock planning, and service level monitoring and management.
Develop and implement automated tracking (with support from the IT Manager), monitoring, management, and improvement of stock levels and cash-up accuracy to eliminate stock-outs and minimize theft and risk.
Monitoring and completing an annual audit to ensure compliance to Accounts and Service-related business best operating practices, processes, procedures, and policies.

Service Stations (stations).
Development/design of Service-related best practice service level agreement.
Monitoring and completing an annual audit to ensure up to date service level agreements are in place for all service stations and ensuring adherence and compliance to those.
Tracking and monitoring of Service-related service levels at both sites and stations to ensure customer satisfaction, volume growth, and economies of scale.
Track and monitor Service-related input costs at sites, stations, customer & supplier service center (support) and accounts (suppliers/debtors & customers/creditors) to improve profitability and competitiveness.
Plan and schedule a minimum of 1 annual visit to the Pareto service stations, branches, and diesel truck parks (with Regional/Area/Sales & Marketing/Operations Services Managers) based in the country of duty station or where possible when traveling to other countries (20% of customers that does 80% of volume). People Management.
Lead and direct people in the team for optimal performance.
Conducting one on one meetings for performance assessment and developmental purposes.
Enforcing company policies and procedures.
People administration including leave and overtime approval.

Key Skills
Knowledge of health and safety standards.
Analytical Thinking: ability to identify issues, obtains relevant information, relate and compare information from different sources, and identify alternative solutions.
Building Partnerships: ability to develop and use collaborative relationships to ensure that the work goals are achieved.
Business Administration: knowledge of the appropriate financial/accounting practices and procedures. Is able to allocate resources, plan procurement, and oversee budgets and contracts to ensure the financial stability of the organization.
Financial skills: The ability to allocate resources, plan procurement, and oversee budgets and contracts to ensure the fiscal stability of the organization.
People Management: Ability to effectively manage and evaluate the performance of reporting staff members and/or consultants.
Strong interpersonal skills: ability to communicate and work well in a team environment as well as on an individua