Head of Operations - Telecommunications at G4S

Responsibilities

• Define and implement the ESS Strategy; Identify key industry and market trends and market trends Identify long term priorities and ensure resourcing is adequate to achieve objectives
• Ensure strategy is aligned with the overall G4S Kenya strategy; analyze and identify key business challenges and identify interventions where appropriate
• Ensure targeted financial performance and achieving the set revenue growth through; gross margin improvement; overhead cost control; cash flow management
• Identification of new customers and business opportunities and large bid participation.
• Design Security Solutions (integrated with other service lines); maintain and develop integrated solutions and services
• Provision of a customized customer specific solution based on risk assessment
• Ensure customer retention targets are met and all required formal customer meeting are scheduled, attended and minutes of meetings are documented
• Maintenance of positive customer relationships and Improve the current customer satisfaction ratings year on year
• Monitor and review customer satisfaction levels across the division, focusing on the critical areas for each product line
• Build a culture of customer awareness and service across the business, to ensure individuals are equipped to make the right decisions.
• Actively build networks and influence relevant decision makers ensuring that the company has an appropriate profile in the market.
• Develop and maintain internal and external relationships in order to foster close working relationships with the various service line divisions and with all strategic customers
• Achieve targeted Quality Audit rating an ensure that a correction plan in place and implemented
• Conduct and oversee quality controls and inspections (including sub-contractors where applicable) and ensure targeted/ contracted operational performance
• Manage the maintenance / project process flow and activities that has a direct/indirect impact on the outcome and success of contract
• Implement of best practice obtained from other businesses within the Group or external (includes policy alignment)
• Manage the effective performance of ESS operations in the National Communications Centre (NCC), CIT, ATM and Cash Processing.
• Develop & Oversee the implementation of the operational Quality Assurance Plan and Operations manual for the Division;
• Enforce the strict sign-off procedure for operational integrity is executing between Sales and operations, at the beginning and end of Projects

Ideal candidate:

Knowledge and Qualifications

• Degree in Business Management or Operations Management
• Post graduate degrees are advantageous
• East Africa market (preference given to Kenya market experience)

Experience

• Minimum of 12 years’ experience in Operations Management in a Technology environment
• Minimum of 6 years’ experience at Senior Management level
• Security Industry experience is advantageous

Technical Skills

• Financial Acumen
• Conflict Management
• Negotiation
• Bidding and Tendering
• Microsoft Word – Intermediate level
• Microsoft Excel – Intermediate level (Advance level are advantageous)
• Microsoft PowerPoint – Basic level
• ERP system(s)
• Google suite of products

Behavioural Skills - Leadership

• Shaping the market environment
• Setting strategic direction
• Creating change and innovation
• Engaging and inspiring people
• Driving superior performance
• Simplifying the complex