Internal Client Services - Operations - Manager Frontline Services & Maintenance and Facilities at Deloitte

Job Description

Main Purpose of Job

• To oversee and ensure that the day-to-day operations of the Regional Deloitte office is running smoothly, effectively, efficiently, and professionally at all times. This includes Frontline services (Reception, Switchboard, Training Rooms, pause areas/kitchens as well as meeting rooms), maintenance (office maintenance, print room, stationary, messenger/s, mail room and driving) as well as internal office supplier procurement and contracts.
• To ensure that the operations team provides a World Class Client/Visitor experience in Cape Town office to ensure Client satisfaction.

Key Performance Areas:

Differentiators for this specific role

Procurement Management

• Conduct market research to gather information on current prices of the products or material and advise on pricing and buying strategies.
• Monitor contract end dates and ensure competitive pricing received prior to any contract renewals.
• Drive tender processes to ensure the best candidate is selected based on firm criteria.
• Negotiate supplier discounts and supply contracts ensuring product and supplies are high quality and at the best value.
• Ensure B-BBEE requirements as well as sustainability measures are considered on all contracts.
• Prepare and process all regional purchase order/s in line with procurement policy and procedure.
• Monitor, track, document and report vendors non-compliance to purchase orders issued.
• Develop strategy for purchasing equipment/services, through maintaining accurate records of past purchases/pricing.
• Match purchase orders to final invoice and ensure all required services/products are provided prior to issuing to finance department for payment.

Building maintenance.

• Oversee Cape Town maintenance team by conduct regular checks on buildings and facilities to ensure that faults are reported / issues are addressed within 8 hours include proactive planning of maintenance where possible,
• Manage the office revamps, office moves, maintenance projects by acquiring quotations from external suppliers to ensure proper planning and supervision of staff during of office move or revamp,
• Plan of the office moves, renovations and alterations, ensure that office moves are planned efficiently with minimal downtime for BU’s, including cleaning services and the moving of furniture and equipment / installation. Where applicable, plan with drivers for assistance in moving of furniture and equipment.
• Oversee office moves/renovations as required to ensure that post installation snag list is addressed, and items completed as soon as possible by contractors.
• Liaison with landlord where necessary on service / maintenance issues affecting the office park to ensure Deloitte office building is maintained and runs smoothly.
• Responsible for the management of all contractors to ensure that they adhere to Service Level Agreement and after work inspections.

Supervision of Client Meeting Room Coordinators

Supervision of Receptionists:

• Ensure the team manage and maintain the OHS protocols through regular inspections.
• Drive OHS implementation for the Region
• Monitor and keep track of all clients that are signed in via Kenai
• Conduct basic training as technology evolves to guide, direct and assist clients to log on the Kenai system and with all the information clients need

Printing & stationary

• Oversee stationary clerks to ensure stock levels maintained efficiently.
• Enhance the procedures for billing to employees to ensure accurate charging of costs to business
• Overseeing the delivery of photocopying and binding of client AFS’s, and other various photocopying materials for internal use
• Ensure clear communication with Waterfall Design and Print Studio to make sure changes and procedures are met and kept up to date within the regional print room
• Review Month-end figures/schedules prior to being handed into finance and ensure that figures are correct and any discrepancies are rectified before SAP/Moja closes for Month-end

Mail Room

• Manage and control of all outgoing & incoming mail from different post offices around Cape Town area by liaising with mailroom staff.
• Implementing procedures to ensure internal mailing or delivery requests are addressed timeously by the messenger/driver (printing out delivery instruction forms)
• confirming completion of tasks when driver returns from rounds at the end of the day through confirmation that all administrative functions with regards to mail room concluded

Filing room

• Manage filing system to ensure is kept up to date and relevant BU’s notified of any discrepancies or irregularities encountered (wrong codes, etc,) when client files are requested or returned when captured.
• Ensure team maintains the current archiving list to keep BU’s informed of the necessary review or destruction of client or internal files which have reached the destruction period to avoid legal implications.
• Ensure the team manages the receiving and printing of retention review lists from Metro-file under the different codes (BU’s), and physically issuing by hand to the relevant partners ensuring the lists get reviewed and signed off as per the official requirements, and final sign-off
• Liaising with the Metrofile consultant(s) on filing issues and being kept updated on a regular basis by having quarterly meetings or sooner if any queries arise.

Oversee occupational health and safety

• Review of any risk areas or practices that would put the properties and/or facilities at risk, and therefore insurance policies at risk.
• Regular review of fire equipment and fire escapes as well as plans and responsibilities for fire or emergency evacuation of buildings
• Chair regional OHAS committee and ensure compliance with OHAS by maintaining accurate records for all health & safety monitoring,
• Complete daily/weekly/monthly health & safety checks e.g., water temperatures, fire records, wheelchair maintenance etc. to ensure that everything is update,
• Manage and maintain any illness of an infectious nature or accident incurred by a client, colleague, self, or another by ensuring that it is report to HR
• Understand and ensure the implementation of the Care Centre’s Health and Safety policy, and Emergency and Fire procedures by promote safe working practice in the building

Performance Management:

• Assess performance of direct reports by conducting monthly meetings, check-ins, and performance reviews this include snapshot and KPC to ensure everyone is working to the scope of employment
• Maintain optimal performance of staff through monitoring of delivery, leave, bi-annual appraisals, addressing performance / discipline issues, recognition of good service, referral of problems to Senior Management if required.
• Identify employee learning needs in collaboration with the Learning adviser to ensure that employees are constantly equipped and empowered by various training courses to better improve employee skills and provided excellent service to Clients, e.g., Client/Service training, teamwork training etc.
• Manage and maintain the sufficient manpower in all areas through effective recruitment and deployment of staff in the office.

Administration:

• Conduct monthly inspections of all frontline areas to ensure all teams are working according to standard operating procedures.
• Conduct monthly information sessions to ensure all teams are up to date with policy and firm changes.
• Ensure Deloitte brand standards and professionalism are always maintained by all frontline employees (Deloitte uniform is worn, provide a warm welcome and standing up for Internal / external clients and making clients feel like true VIPs).
• Manage and maintain goods orders to ensure office is fully stocked in all areas.
• Manage leave application of employee’s by using MOJA to ensure leave is maintained and updated and business needs are met in case of employee absenteeism
• Manage the timekeeping of the team by ensuring that the teams arrive on time, this would ensure the daily operations of the office runs smoothly.
• Ensure Coordinators teams time sheets are completed on SuccessFactors by giving the coordinators a deadline for when their teams are required to update timesheet on the system e.g., Friday afternoon or Monday morning.

Client Service

• Managing function with respect to client service
• Ensure prompt assistance for internal clients
• Ensure team has aa Friendly & professional manner with clients and implement procedures to enhance our brand perception
• Clear and timely communication to relevant parties with regards to functions within your area
• General knowledge of regular clients

Qualifications

Minimum Qualifications

• NQF level 6

Desired Qualifications

• Diploma Office Management/Customer Services

Minimum Experience

• 3 years’ working experience with proficient knowledge of Microsoft Office and in a similar managerial role in a corporate environment. Knowledge of contracts management. Proven record of managing a diverse team.

Desired Experience

• 4 to 5 years managerial experience

Additional Information

Leadership Capabilities – Consultants

• Living our Purpose - Builds own understanding of our purpose and values; explores opportunities for impact
• Talent development - Demonstrates strong commitment to personal learning and development; acts as a brand ambassador to help attract top talent
• Performance drive - Understands expectations and demonstrates personal accountability for keeping performance on track
• Influence - Actively focuses on developing effective communication and relationship-building skills
• Strategic direction - Understands how their daily work contributes to the priorities of the team and Deloitte Global
• Competitive Edge - Brings a fresh perspective and challenges Deloitte Global to think differently
• Inspirational Leadership - Demonstrates an awareness of strengths, differences, and personal impact to motivate others

Technical

• Basic knowledge of the standardised routines of the role
• Basic knowledge of Outlook and programs relevant to the role

Behavioural

• Communicates effectively both in writing and verbally.
• Good interpersonal skills
• Keen to learn
• Focuses on delivery
• Is adaptable
• Ability to solve basic problems related to specific tasks
• Basic understanding of business