General Manager - Kwazulu Natal at Fidelity Services Group

Job Summary

Fidelity ADT seeks to attract a seasoned General Manager to provide leadership and drive performance for the Residential and Small Business unit for their area. The role encompasses responsibility for sales, technical installation, technical servicing, localized community schemes, administration and EHS. The incumbent has full P&L responsibility for the business unit. The ideal candidate is to create a positive and productive working environment. Ensuring team collaboration during tasks and projects.

Minimum qualifications and experience:

• University Degree (BCom. or similar)- Post-graduate qualification highly advantageous
• Minimum 3- 5 years’ experience in Senior Management role with Sales and Customer Service
• Sales metrics, Financial management and analytics, Business systems and processes
• Financial knowledge of Budgets, forecasting and Profit and Loss
• Grade B Security Certificate – (existing or to be obtained on appointment)
• Experience in the Security Industry preferred

Duties & Responsibilities:

Leadership

• To consistently provide strong leadership of the Region and all staff.
• To communicate with passion the vision and strategy of the Region and its performance.
• To make timely, considered decisions for the long-term success growth and development of the Region.

Financial Management:

• Full responsibility for Profit and Loss Centre to ensure profitability is sustained and growth is achieved
• Budgetary planning including revenue and capital expenditures.
• Reviews and analyses of activities such as costs, operations (e.g. vehicle cost per customer) and forecast data to determine department or division progress toward stated goals and objectives.
• Manage effective collections for the Region

Sales:

• Achieve sales targets per each sales channel
• New Unit sales
• Targeted RPU
• Technical revenue
• Maintain acceptable margins – manage discounts and technical efficiency
• Management of reconnection rate – in conjunction with Customer Contact Centre
• Drives efficiency and effectiveness of in-house sales teams in conjunction with Regional Sales Manager and National Sales Executive
• Oversees efficiency and effectiveness of in-house sales teams in conjunction with the Direct Sales team
• Drives efficiency of and technical teams in conjunction with Regional Technical Managers

 Business generation:

• Strategy design to grow the business appropriate to the Region and Branches
• Localized Security Scheme (LSS) – management of overall profitability and taking appropriate business decision to ensure long term sustainability
• Intervention in unprofitable areas or LSS to ensure minimum profitability goals are achieved - this could include closure of unprofitable areas
• Exploring and evaluating green-fields areas for expansion of the business
• Exploring and evaluating acquisition opportunities
• Resolving deadlocks, causing blockages to business flow.
• Planning effectively, instituting short- and long-term planning.
• Strategic planning, understanding external factors.
• Tactical planning, identify specific actions to achieve long-term goals.
• Contingency planning, preparing an alternative plan that may be followed in case of unexpected events.

 Region and Branch management:

• Looking to the short-medium future of the business and making key recommendations for technology, resource and skill allocation and utilization
• Clear communication and implementation of strategy across the Region and Branches
• Manage attrition rates down
• Ensure development of tactical programs to pursue targeted goals and objectives.
• Monitor overall operational delivery in the Region and Branches
• Provide direct management of key functional managers in the business unit: Sales, Technical and Regional Admin Teams.
• Indirect reporting line of Operations, Finance and HR Teams within the matrix structure.
• Report key results to corporate offices.
• Engage with all stakeholders in broader organizational strategy planning and execution
• Oversees key projects, processes and performance reports, data and analysis.
• Develop and maintain a wide network of relationships throughout the business to instill a collaborative culture
• Implement localization including Community Social Media, CCTV and other key localization steps in the area.

Operations:

• Accountable to maintain quality, service and outputs related to a work in the region (alarm monitoring services, contact centres, armed response, guarding etc.) in compliance with policy and procedures.
• Oversee key projects, processes, and performance reports.
• Identify and solve immediate operational problems within team environment and escalate unresolved issues for resolution as and when required.
• Ensure effective operations management service delivery, ensuring compliance with identified service practices, principles, and processes.
• Monitor operations for efficiency, provide feedback to team and serve as a point of escalation for challenging operational issues.
• Visit client sites on an ongoing basis.
• Play an active role in escalated customer complaints
• Develop and maintain client relationships to enhance customer service.
• Resolve and escalate customer complaints within the set time frames.

Health and Safety (EHS):

• Contributes to achieving regional EHS targets
• Support, encourage and assist with instilling a Zero harm culture across the business
• Ensure required EHS standards and targets are communicated, executed upon and achieved
• Ensure that method of work statements is in place for relevant activities identified under direct management

Customer Service:

• Ensure an integrated marketing plan is in place.
• Create, Communicate, and deliver value for our customers.
• Ensure product variety
• Ensure pricing effectiveness
• Effective coverage of the brand through different channels.
• Identify value, determine our customers significant needs, what they most value and build long-term relationship.

 Competencies, Skills and Attributes:

• Autonomous decision making,
• Business acumen,
• Communication proficiency,
• Problem Solving/Analysis,
• Project Management, Strategic Thinking,
• Budgeting and forecasting,
• Analytical Skills, Negotiation skills, Relationship building