Customer Experience Manager - Centuruion at G4S

ROLE RESPONSIBILITY:

Effective Management of the Contract Service Level Performance

• Initiate service level improvement plans
• Service Level Management
• Exceed contracted levels within budget with agreed timelines

Existing Revenue Growth

• Escalations are achieved

Effective Management of Operational Output and Reporting  

• Effective Organisation
• Staff turnover analysis, proper allocation of staff to positions and structure.
• Effective labour management including rosters and shift patterns
• Management of overtime and annual leave

Development

• Succession Planning and Employment Equity

Supervision

• Staff motivation levels
• Ensuring that performance assessments of all subordinate employees are conducted, and corrective action implemented where necessary.
• Ensuring that acceptable standards of behaviour at work are maintained by all subordinate employees, as required by G4S’s code of conduct and disciplinary code.
• Ensuring that all disciplinary actions are conducted in compliance with Company policies and procedures.

Effective Management of Operations 

Client Retention and Customer Service Levels

• Ensuring that site meetings are held on an ongoing basis.
• Conducting regular site visits to assess effectiveness of site procedure implementation, identifying training needs and procedural improvements.
• Ensuring that all required formal customer meeting are scheduled, attended and minuted.
• Maintenance of Client Relationship and ensuring client retention

Ops Process management – adherence to quality standard

• Ensuring that absenteeism is maintained within established norms.
• Ensuring that manpower is maintained at optimum levels, to minimise unnecessary overtime.
• Ensuring that only appropriately trained and PSIRA registered security personnel are utilized at all times.
• Ensuring that claims against the Company are prevented or minimized through regular customer risk assessments. 
• Effective labour management and rostering 
• Liaison with regards to invoicing, accuracy of such and securing payment

Shared Best Practice

• Specific examples of implementation of BP from other regions

Effective management of Business Development Function 

New business development

• Identifying new business opportunities in the region’s sphere of operations, as well as in terms of growth of business with existing customers, driven by the promotion of integrated security solutions.

Competitors Evaluations

• Demonstrate a thorough understanding of the competitor environment faced by the region.

Implementation and Integration of the HSSEC Strategy and Culture on Customer Sites

• Embed health and safety awareness and responsible behavior with operational team, through consistent focus on health and safety compliance and discipline.
• Drive health and safety awareness down to guardforce level through communication, enforcement of guidelines and principles, reporting and training
• Highlight heath and safety examples, both good and bad, to reinforce message and drive to achieve zero harm within our business.
• Monitor and reduce the number of health and safety incidents. Oversee investigations into incidents and related matters, both to address non-compliance and to reinforce awareness.
• Conduct health and safety awareness training and lessons learned with employees on site

THE IDEAL CANDIDATE:

Minimum Requirements

• Grade 12 and Relevant Degree/ Diploma 
• Managing Professionally
• Leading People
• Managing Conflict
• Communication skills (written and verbal)
• Negotiation
• Computer literacy
• Basic financial skills
• Risk identification