Operations Manager FTTH

POSITION STATEMENT

The Operations Manager is responsible for planning, executing and evaluating projects & operations according to predetermined timelines. Building and managing operations teams, reporting to the client & GM / COO and ensuring quality control throughout maintenance life cycles are central to this position.

• Coach, mentor, motivate and supervise team members. Influence them to take positive action and accountability for their assigned work. Take corrective action (if required).
• Effectively communicate department expectations to team members and contractors in a timely and clear fashion
• Manage teams and delegate tasks
• Identify and manage department dependencies / resource requirements
• Proactively manage changes in the department scope, ensure that any change to the scope is documented and approved
• Identify potential crises, devise contingency plans
• Adhere to operational procedures to ensure that the regional department runs smoothly Plan and facilitate effective department meetings
• Effectively allocate available resources and determine if additional resources will be required
• Manage department costs and budgets: forecast vs. actual
• Develop tools and best practices for improved department management

KEY RESPONSIBILITIES

• Develop a preventative maintenance programme that reduces ticket numbers and improves quality
• Manage SLA and KPI performance by technicians in resolving support tickets / faults
• Monitor technician utilisation and ensure each are effectively and efficiently utilised.
• Ensure fault resolution comments are completed and detailed on Sales Force (or related system)
• Manage Cutover and outages as per SLA
• Manage and resolve escalations on a case-by-case basis
• Ensure all installations / links that are scheduled are attended to at scheduled time
• Ensure customers are kept informed of any delays or issues that may result in a less-than-ideal installation and activation experience
• Ensure same day activation score during any month meets target
• Ensure permanent installation teams are prioritised over subcontractor teams
• As Builds & ATP pack submissions are completed & submitted for every link
• Ensure every job for every technician is submitted with a job card from QB / Fusion (or similar system)
• Ensure the responsible coordinator / SDM reviews the job card for accuracy of the job detail, stock used (if any)
• Oversee the monthly stock take and ensure every technical team has their vehicle, stock, tools and equipment counted and inspected
• Analyse and determine resourcing requirements and ensure correct resourcing levels are maintained
• Manage the performance of all staff within the department
• Assess the competency level of staff, identify areas of development / training and liaise with HR to develop personal development plan (PDP)
• Liaise with HR on all disciplinary and grievances in the department
• Report back on department targets
• Reporting on department status Daily – Service Delivery group
• Weekly – Department meeting minutes
• Monthly – Manco
• Host a weekly departmental meeting and encourage bottom-up reporting
• Monitor overtime of technical teams and ensure compliance with regulations
• Manage performance of all staff
• Ensure that technical teams comply with health and safety requirements
• Ensure that technical team have all necessary PPE to perform their duties
• Ensure that technical team have all the necessary tools and equipment
• Ensure Fleet, Tools and Equipment are inspected regularly
• Perform any other work-related duties and responsibilities that may be assigned from time-to-time by management.

KPI

• No more than 1% of active customers in a month should have a support ticket
• Mean Time To Repair (MTTR) to be no greater than 4 hours per month
• Report on technician activities to demonstrate utilisation
• No ticket resolved without a comment on Sales Force (or related system)
• Cutover / outage are 100% compliant to SLA
• Escalations are actioned immediately / timeously relative to the level of complexity. No unactioned escalation
• Less than 1% missed appointments per month No customers report unexpected or uninformed delays
• Achieve an 80% same day activation score during any month.
• No unactioned escalation
• All permanent teams to be fully utilised (minimum 3 jobs per team per day) during any month.
• All links built are quoted for 100% compliance per technician per day on job card submissions
• Escalate technicians who fail to comply.
• Job Card review and accuracy
• No duplicate submissions
• No wrong or missing stock
• Every vehicle inspected no less than once per month.
• The department maintains adequate and competent human resources.
• Periodic reviews, coaching and conduct counselling sessions where required
• All staff in the service delivery has Personal Development Plan and a training plan with a schedule is available
• Appropriate action taken on all non-performers in conjunction with HR
• Reporting to be accurate, timeous and detailed
• Submit bottom-up reports to line manager after weekly meetings
• No team to work more than 40 hours overtime
• No team to work unauthorised overtime.
• All staff to be used efficiently and effectively.
• Report as part of MANCO
• Maintain compliance to health and safety standards
• All staff members have the required PPE as per role requirements.
• All technical teams have the necessary tools and equipment
• Fleet, Tools and Equipment are inspected during monthly stock

REPORTING TO:

• Chief Operating Officer

SKILLS & KNOWLEDGE

• Problem solving skills
• Analytical skills
• Co-ordination skills
• Interpersonal skills
• Liaison skills
• Negotiation skills
• Decision making skills
• Presentation skills
• Conflict Management
• Facilitation skills
• Project management skills\
• Time management skills
• Team working skills
• People Communication skills
• Assertiveness
• Ability to lead a diverse team
• Ability to work in high pace rapidly changing environment

QUALIFICATIONS & EXPERIENCE

• At least 5 years in service delivery management of which 3 years in the telecommunication industry
• Account management experience advantageous
• Proven track record of delivering projects within defined timelines under high pressure
• Decisive: must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery
• Must be able to partner with other Britelink departments and contractors to achieve targets
• Customer management: tactful, resolute and committed to providing excellent customer service
• Ability to deliver technical presentations competently.
• Must be able to interfaces with customer “executive” level management on a regular basis
• Delivering results: ability to plan and organise self and work in order to achieve objectives and targets
• Maintain in-depth knowledge of product offering