Business Unit Manager at ADfusion (Pty) Ltd

Job Description

Purpose Of The Position

The Business Unit Manager manages the service delivery/operations team, and is responsible for operational management 101 for his/her responsible business unit. This includes ensuring service delivery excellence, admin and payroll accuracy, contract profitability, effective collections and cash management, portfolio growth, and overall portfolio compliance.

NOTE : Valid driver’s license and own transport essential

Qualifications, Experience And Knowledge

The successful applicant must have the following qualification, experience and knowledge

• Minimum Gr 12
• NQF5 / Diploma or related tertiary qualification preferred
• TES industry experience would be an advantage
• Minimum of 2 years’ management experience preferably in a service related industry
• Exposure to unionized environments would be an advantage
• CCMA Conciliation and Arbitration experience desirable
• Working knowledge of Labour Legislation
• Business Acumen
• Customer Service Principles
• BLU pricing schedule, payroll, admin and debtor’s processes

Main Tasks And Responsibilities For This Position

The successful applicant will be responsible for, a mong others, the following functions:

RECRUITMENT, SELECTION AND INDUCTION

• Monitor and project manage recruitment orders in liaison with the Resource Manager to ensure that orders are filled with the right candidate with the right skill at the right time, in accordance client requirements and BLU standards;
• Monitor and manage weekly activity reports from resourcing in terms of quantity (fill rate) and quality (feedback from client and CSI) and supply relevant reports to clients;
• Ensure that assignee files comply with BLU standards by means of conducting regular audits.

OPERATIONS & CLIENT SERVICE DELIVERY

• SLA / Pricing Schedule / SOP
• Ensure that ops teams are aware of specific client requirements and service level agreements and client pricing schedules;
• SLA / Pricing Schedule / SOP
• Ensure that ops teams are aware of specific client requirements and service level agreements and client pricing schedules;
• Ensure that client service delivery is in accordance with client SLA, Site SOP’s and client pricing schedules;
• Responsible for the development and implementation of standard operating procedures aligned to client requirements for all responsible accounts;
• Conduct continuous site visits and inspections to monitor site performance, compliance and SOP adherence
• Drive continuous improvement through collaborating with the client, KAM colleagues (if applicable), and the service delivery team;
• Client Relationship Management
• Establish and maintain relationships with key client management contacts;
• Monitor client feedback via CSI reports and take appropriate remedial action where required;
• Develop understanding of the nature of the client’s business and their requirements as well competitor analysis;
• Ensure regular site visits and conduct formal minuted client engagements;
• Responsible for record keeping relating to client relationship management activities including, client contact details, engagement model, minutes of meetings, meeting schedules and IP related documentation and that this is accessible at all times;
• Resolve escalated queries with client or further escalate to GM if necessary.
• Admin and Payroll Management:
• Overall accountability for effective and efficient admin and payroll management;
• Ensure that Service Delivery teams adhere to payroll procedures and deadlines;
• Responsible for ensuring first time accuracy of payroll with no necessity for credit notes and adjustments by utilising the monthly payroll error reports;
• Attend to escalated payroll queries and resolve within 24 hrs.
• Invoicing and Debtors
• Ensure that the agreed client order to cash process is accurately set up and effectively managed;
• Responsible for ensuring on-time and accurate invoice delivery to clients;
• Continuously liaise with credit control, client and service delivery teams to ensure that invoices are paid timeously and within payment terms and escalated queries are resolved;
• Review of monthly age analysis and ensure all problem accounts are attended and resolved before the end of the next month;
• Attend meetings when required to resolve problem accounts.
• Responsible for consistent client BI:
• Collaborate and co-design with clients to develop and agree on reporting requirements;
• Ensure delivery of agreed client reports by Service Delivery team when required and monitor quality thereof;
• Support and assist with all Labour Relations (LR) activities:
• Chair disciplinary enquiries;
• Preparation for CCMA cases;
• Monitor and report on Site LR activities on a monthly basis;
• Escalate potential labour risks to Labour Relations Manager & GM;
• Keep up to date with all labour legislation, council agreements, wage determinations and latest trends in the industry;
• Ensure harmonious labour relations on client sites by liaising with relevant union officials and shop stewards as required;
• Ensure team compliance with Labour Relations recording keeping and standard operating procedures and ensure all LR actions, processes and supporting documentation is uploaded onto the operating system.

FINANCE

• Compile client pricing schedules and negotiate increases annually;
• Along with the GM and Finance department, closely track the monthly financial performance of the business unit and implement appropriate cost control and margin improvement measures to ensure the achievement of the OP budget at the required OP margin.
• Provide forecasts for the GM when required;
• Ensure the monthly CP% tracking and measurement on individual client profitability, and resulting corrective actions to ensure acceptable ratio’s;
• Analyse weekly stats per responsible client and highlight inconsistencies or irregularities and investigate reasons for these;
• Month on month discrepancies in headcount, billings, income, and GP%
• Monitor and manage Site Costs in accordance with client pricing schedule:
• PPE, transport, medicals, training, and other relevant cost of sales items;

PEOPLE

• Responsible for establishing a positive work environment that results in a committed, motivated, productive operations team and optimal retention of people;
• Drive transformation within team ensuring recruitment of high caliber people aligned to achievement of the Group Employment Equity targets and goals;
• Daily management and coaching of direct reports;
• Ensure team adherence to all HR policies, processes and SOPs;
• Ensure the required team performance management, talent development, and succession plan processes are in place, and supported by individual development plans for each employee;
• Ensure team members are appropriately trained and developed to fulfil their roles and drive learning culture in team;
• Ensure that team is staffed with high caliber staff to drive the day to day operations and service delivery on client Contracts / Sites;
• Timeous submission of expense claims, payroll inputs and all related documentation to Operations Support Manager monthly as per deadlines.

GROWTH

Organic growth:

• Along with Service Delivery teams, identify potential opportunities within existing clients to drive organic growth and put action plans in place to execute these;
• Develop awareness of existing client’s future business needs, identify potential opportunities and engage appropriate channel (Operations / KAM / Growth) to address;
• New business development:
• Support the Growth team with all growth activities:
• Attend site visits, assisting with needs analysis, pricing schedule and industry information;
• Ensure the effective and efficient on-boarding of new clients;
• Provide input into KAM and Tender teams to ensure retention of existing clients.

COMPLIANCE

• Ensure the required assignee documentation management processes and systems are adhered to and ensure compliance with internal, Adcorp and DoL audits;
• Ensure compliance with relevant legislation, company policies/SOPs and corporate governance requirements;
• Ensure effective management of health and safety and IOD processes to ensure compliance with legislation, Company guidelines and client requirements

Key Performance Areas

In addition to general work performance evaluation, the following KPI’s, as per this job description, will be used as the basis for the appraisal of the individual’s performance in this job:

• RECRUITMENT, SELECTION AND INDUCTION
• FINANCE
• FINANCIAL / COMMERCIAL RESPONSIBILTY
• PEOPLE MANAGEMENT
• GROWTH
• COMPLIANCE

Critical Competencies

• The successful applicant must have the f ollowing Critical competencies (knowledge, s kills, attributes):
• Client Centricity
• Quality Orientation
• Integrity
• Planning and Organising
• Results Driven
• Assertiveness
• Computer literacy (Word, Excel, Outlook) with advanced Excel skills
• Strong numeric and verbal reasoning ability
• TES Industry Knowledge

Working Conditions

• The job entails reporting directly to the General Manager
• Although the official working hours for the Organisation are from 08:00 to 17:00, these may vary per role and per site. However, all employees are required to work 40 hours per week excluding lunch breaks. As stated, high levels of flexibility will be required in this regard in view of the nature of the business.
• Apart from on-going feedback, formal reviews are held during which open and frank discussions occur in regard to the employee’s performance as well as strengths, weaknesses and opportunities. Any concerns the employee may have are also catered to in this forum and written evaluations are provided.