Operations Manager Job in Kenya

Duma

Works is recruiting an Operations Manager for our client; a leading

transport logistics provider. 
 

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

 

‘Responsibilities’

include the following

• Oversight
  
  of Customer Satisfaction – Impromtu 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:-

1.   
Removals Supervisor

2.   
Warehouse Supervisor

3.   
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)

1.   
Update GM on progress of active jobs and overall operations

performance;

2.   
Review Job Cards and all report sheets raised by Mover team

(active & completed jobs);

• Review
  
  of Daily Materials Returns and update returns sheet.


• Approve
  
  Job Card Returns Expense Sheet, before uploading by Finance coordinator;

1.   
Update J&R Report;

2.   
Record any claims.

3.   
Review Job Allocations from the Operating System (tOS);

4.   
Review Daily Status Report to 3rd Party / Wholesale Clients to

be given to Teams e.g. Crown;

5.   
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;

1.   
Assign OPS Teams duties / jobs;

2.   
Confirm Ops Team Supervisors are completing their reports on

schedule.

1.   
Create new entries for claims into the tOS and update the claims

summary sheet.

2.   
Review of the resolution implementation of any Claim Cases;

1.   
Issue Warehouse Supervisor with duties.

2.   
Receive updates on any warehouse related activity.

3.   
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)

1.   
Ops team meeting after review weekly reports.

• Moving:
  
  Jobs & Receipts Report.


• Warehousing:
  
  Activity Summary Report.


• Fleet:
  
  Vehicle Activity Summary (Should include condition & Previous Weeks
  
  Expenditures for repairs/maintenance)

1.   
Review Transport Report.

2.   
Assign weekly tasks & projects.

1.   
Review of Vehicle Reports, detailing conditions of fleet

vehicles;

2.   
Weekly inspection report from the Fleet Supervisor.

3.   
Weekly Vehicle Compliance Report from Fleet Supervisor.

4.   
Review weekly expenditures report.

5.   
Review of Materials, Tools and Spares in Storage Reports;

1.   
Material / Tools follow-up from client premises, in the case of

repeat job completions.

2.   
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;

MONTHLY

(Removals, Warehouse, Fleet, Ops Team)

• Review
  
  Status Reports –

1.   
Removals Performance:

• Jobs
  
  Completion Report, Job Allocation Report, Vehicle Report, J&P Report
  
  and Claims Report, from the respective Fleet/Removals/Warehouse
  
  Supervisors;


• Attendance
  
  by moving crews


• J&R
  
  for entire month with total performance.

1.   
Warehouse Performance:

• Total
  
  warehouse activity.


• Total
  
  warehouse receipts.


• Total
  
  warehousing space available & occupancy.

1.   
Fleet & Transport:

• Total
  
  vehicle activity


• Total
  
  vehicle expenses.


• Confirm
  
  Delivery of SDV / Bollore Statement

• Appraise
  
  the Performance of the Fleet, Removals and Warehouse Supervisors;


• Deliver
  
  Summary Status Report, to GM;


• Compare
  
  Profit & Loss Statement for previous entire month with pre-determined
  
  benchmarks;


• Update
  
  Fees Schedule with new fee amounts.


• Update
  
  Vendors & Suppliers Contacts list with new contacts or changed
  
  contacts.

• Number
  
  of Staff to be Managed – Minimum of three (3) direct reports (Middle Level
  
  Managers i.e. warehouse, Fleet and Removals Supervisors) and forty (40)
  
  junior staff Staff


• Net
  
  Revenue Targets – Kshs 60 Million per annum;


• Acceptable
  
  Claims Provision – 2% of Total Average Monthly Move Value;


• Annual
  
  Budget / Operating Expenditure – Kshs 18 Million per annum

• 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, this 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 three 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)

Apply

Cover Letter and detailed CV are to be sent by email to apply@dumaworks.com

marking the subject as “2315”, Your Full name &  Phone number e.g.

2315, Barack Obama, 07xxxxxxxxx.

If you

don’t follow these instructions, your application will not go through. 

Any

Applications without a Motivation Letter will not be considered.

Deadline for receiving applications: 10th August 2016

N.B.* When applying to any job through Duma Works, you can expect that after

you apply, you will receive a confirmation email, and then an SMS alert asking

you to take a basic screening test over email or SMS. The test may not arrive

immediately. Please be patient. The test will typically be 5-8 questions to

help us understand your background. Regular SMS rates apply to the test, and if

you ever have any issues with the process, please reach out to 0702093793.

If you apply and don’t meet these minimum qualifications, we won’t be able to

forward your application to the employer. This is to save both you and the

employer time and make sure you both find the best match.