Jobs at Bidvest Facilities Management

ROLE PURPOSE

The responsibilities of Compliance Specialists in Bidvest Facilities Management can be summarized as follows:

• To ensure that the required Health, Safety, Environmental and Quality client submissions in line with contractual obligations are met.
• Ensure that contractors are vetted timeously according to standards.
• Support any other Compliance key performance areas across all contracts as and when required.

MAIN OUTPUTS

• Monitor and measure the status of the required Health, Safety, Environmental and Quality client submissions in line with contractual obligations.
• Facilitate the review of Health, Safety, Environmental and Quality documentation for client submission by due dates.
• Coordinate the submission to clients and ensure timeous approval from clients across all contracts.
• Manage, monitor, and verify corrective actions in line with client feedback for resubmission by agreed due dates.
• Ensuring that all SHE files are compiled and approved by Management.
• Monitor and measure the status of contractor vetting across all contracts and report to Management.
• Conduct contractor vetting for contractor mobilization, vendor onboarding, annual vetting and as and when required.
• Conduct Integrated Management Systems (ISO9001, ISO14001, ISO 45001, ISO 31001) and Legal Audits objectively
• Facilitate work/training sessions to transfer IMS knowledge and to action corrective actions for addressing business risks and opportunities.
• Participate and support external audits (e.g., Customer, ISO, Bidvest services etc.) and action findings where required.
• Continuously improve the IMS

QUALIFICATIONS / REQUIREMENTS / KNOWLEDGE / SKILLS / EXPERIENCE
The Applicant must meet the following requirements:

• Preferably Tertiary qualifications which may include some of the following: Any three-year technical tertiary qualification; Quality / Health & Safety / Environmental, Management / Risk Management
• SAIOSH or SACMPCP – this is an advantage to be registered but not a current requirement of Bidvest Facilities Management
• Matric (Senior Certificate)
• Valid SA Driver’s License
• Planning experience and understanding of business processes
• 3 years experience in SHEQR Management
• 3 years experience in Contractor Management and Project Management.
• Excellent knowledge of the IMS; Document Management System; ISO 9001, ISO 14001, ISO 45001, SAMTRAC or similar;
• Microsoft Office (Required), SAP & SharePoint Knowledge (added advantage)
• Knowledge of Health, Safety and Environmental Legislation

FUNDAMENTAL COMPETENCIES

• Initiative/Proactivity
• Results orientated
• Self-starter
• Self-development orientation
• Motivating and influencing others
• Customer Focus / orientated
• Innovative
• Problem Analysis
• Planning/Scheduling/Objective Setting / Flexibility
• Teamwork & Partnering
• Relationship Building
• Interactive Reasoning
• Listening Skills

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ROLE PURPOSE

• To manage day-to-day service operations, escalations, service levels, service quality, and acting when necessary to ensure the operation runs effective and efficient.

MAIN OUTPUTS
SLA and Operations management

• Oversee SLA and day-to-day escalations and ensuring that targets are met as per the Vodacom FFO contract.
• Drive VTTR with Dispatch Agents and Operational team to ensure 95% SLA achievement.
• Responsible for ensuring MTTD is achieved by the Technical Dispatchers and take the necessary action
• Prioritise work according to urgency, impact and importance and inform Management on deviations.
  • Monitor Siemens Hi-Path – Call Centre platform
  • Incoming queues - Mails & Calls must be attended to timeously.
  • Agent handling times (if an agent is busy for more than 10 min on mail, pls investigate)
  • Monitor WFM lobbies and workload across the Dispatch Platform. i.e., Technical Dispatchers and Generator deployers.
  • Ensure that task/requests are acted on timeously by the Technical Dispatcher and Generator Dispatchers.
  • Ensure that Technical Dispatchers schedule FT’s to attend to faults in WFM in accordance with their current geographical locations.
  • Ensure that Generator Dispatcher acknowledge generator deployment requests timeously and schedule FT’s within WFM in accordance with their current geographical locations.
  • Deal with escalations from the Technical Dispatchers or Generator Dispatchers.
  • Ensure that all tasks/requests assigned to BFM Dispatch are updated frequently by the Technical Dispatcher end to end.
  • Anticipate possible escalations, act, and track till closure.
• Ensure that periodic follow ups are made with the Teams regarding any outstanding queries and open tickets.
• Ensure that target(s) are achieved on a daily, weekly, and monthly basis to meet set SLA target(s)
• Create and submit Incident Reports to management and/or the client when requested.

 Process and Quality Assurance management

• Continuously monitor and evaluate agents works to ensure quality, and timely execution as per service standard and client.
• Evaluate current processes and suggest changes/improvements where possible
• Rolling out of all new processes
• Process enforcer within the teams.
• Ensure that the TD's and GD’s are diligently updating WFM.
• Monitor timeous update and correctness of live tracker.
• Analyse and report on routine and ad hoc investigations.

 Workforce and People management

• Assist agents with general staff queries
• Escalate to line manager any issues that may occur that are out of your control.
• Monitor shift schedule adherence and take necessary disciplinary action.
• Identifying skill requirements of staff and ensure development for optimum performance
• Conduct weekly meetings with team and report back to management on the outcome of critical topics.

 Technology and Data Integrity management

• Monitoring and reporting of any system problems with IT.
• Periodically monitor U2020 and Fetch to report on Out of Service Sites
• Periodically monitor IoT Commander and escalate mobile generator fuel levels to Generator Dispatcher.
• Periodically monitor GERM and escalate static generator fuel levels to Generator Dispatcher.
• Report generator management system issues to Generator SPOC.

 Contract and Customer management

• Conduct and direct Daily Handover meetings
• Report weekly/monthly on utilization and performance.
• Prepare and conduct Daily Scrum meetings as support to operations
• Manage the escalation process on major incidents
  • 1st line for all incoming escalations on contract
  • Liaise with the Field force and Technical Dispatcher to ensure escalations are given priority and resolved within reasonable timelines best suited to the customer contract.
  • Create and submit Incident Reports to management for major and minor faults as and when the customer requests it.

QUALIFICATIONS / REQUIREMENTS / KNOWLEDGE / SKILLS / EXPERIENCE
The Applicant must meet the following requirements:

• Matric
• Technical diploma N6
• 2 - 5 years’ experience in a technical environment
• Team Leader or Supervisory experience advantageous
• Must be able to work outside of their normal working hours when and if the need arises.
• Must possess the ability to multitask with various, and sometimes conflicting events that occur at the same time.
• Ability to work under stress in a high paced environment.
• Ability to relay information to Management or Field Force in a fast-paced environment.
• MS Office
• Knowledge/experience with Dispatch Centre\Contact Centre equipment and software programs
• Knowledge of performance evaluation and customer service metrics
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Experience in management report writing advantageous

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ROLE PURPOSE

• The purpose of this position is to manage stock in & out of the Distribution Facility and to maintain accurate stock level in the system.

MAIN OUTPUTS

• Receiving and issuing stock physically and in the system
• Strive to achieve 100% stock accuracy and take accountability of stock movement in the stores
• Place orders to replenish merchandise as needed
• Track shipments status and address delay, where necessary expedite shipments
• Check all stock received not damaged and the delivery notes aligns with the information in the system
• Follow up on outstanding purchase orders and deliveries
• Resolve any return or delivery issues
• Ensure vendors are paid for all stock received into the store
• Keep to proper housekeeping and safe stacking procedures. Ensure bin locations are named accordingly and stock sheets are updated after stock is picked.
• Source replacement items of items which have become obsolete and ensure compliance to materials management policies and procedures
• Conduct regular inventory audits/Stock counts and filing of issues & receipt slips
• Update system on movement i.e., issuing, receipt and quarantine stock etc.
• Undertake other related assignment or duties as assigned to from time to time

QUALIFICATIONS / REQUIREMENTS / KNOWLEDGE / SKILLS / EXPERIENCE
The Applicant must meet the following requirements:

• Certificate in Administration or Customer Service
• Matric (Senior Certificate)
• Code B Drivers’ license will be an added advantage
• 2yrs experience in store environment
• Customer Service training and administration
• SAP R/3, MS Word, MS Excel & MS Outlook

FUNDAMENTAL COMPETENCIES

• Result Oriented
• Attentive To Detail
• Stress Tolerant
• Good Written Communication
• Customer/Client Focused
• Ability To Dealing With Ambiguity
• Interactive Reasoning
• Planning & Scheduling
• Teamwork
• Relationship Building
• Good Listening Skills
• Excellent Oral Communication