Job Expired

CUSTOMER SERVICES MANAGER (MSS)

Company

G4S is the world’s leading international security solutions group which specialises in outsourced business processes in sectors where security and safety risks are considered a strategic threat. G4S has operations in more than 125 countries and 657,000 employees.

In Africa G4S is the largest private employer, with 110 000 employees in over 25 countries across the continent.

G4S Botswana seeks to appoint seasoned and dynamic professionals in the above role.

Purpose

To coordinate the provision of contractual and ad hoc manned security services to customers in compliance with legislation and company policies and procedures, to ensure achievement of financial targets.

Key Performance Areas

Effective management of contracts financial performance

Control Direct Wage costs through Easy Roster management.

Manage overheads costs in line with budget.

Control of overtime and annual leave provisions.

Achieve contract profitability in line with agreed target margins.

Achieve revenue growth in existing contracts through successful implementation of escalations, and;

Manage and achieve DSO (Days sales outstanding) targets.

Effective management of staff within contracts

Staff turnover control, and proper allocation of staff to positions and structures.

Effective Direct Labour management including rosters & shift patterns.

Control of overtime and manage annual leave provisions.

Management of staff motivation levels through adherence to employee engagement plans.

Coordinate performance assessments of all subordinates as well as coming up with performance contracts for their team and development plans for succession plans as well as business continuity.

Ensuring that acceptable standards of behavior as required by G4S’s code of conduct and disciplinary code at work are maintained by all employees in region, and;

Ensuring that discipline is maintained within the division and all disciplinary actions are conducted in compliance with Company policies and procedures.

Effective management of operations

Ensure that site meetings are held on an ongoing basis.

Conduct regular site visits to assess effectiveness of site procedure implementation, and identify training needs and procedural improvements.

Ensure that all required formal customer meetings are scheduled, attended and minuted.

Maintenance of client relationship and client retention.

Proof that scheduled Quality Audits and Risk Assessments are done (Google drive & hardcopies in Customer files).

Ensure that a Site File and all standard books and registers are deployed at all sites and posts, including specific Site Instructions and Post Instructions.

Manage employee time and attendance.

Maintain manpower at optimum levels to minimize unnecessary overtime, under-postings and over-postings.

Ensure that only appropriately trained security personnel are utilized at all times. Training including but not limited to G4S Pre-Employment Training, specific site training & post induction.

Ensure that claims against the Company are prevented or minimized through regular security risk assessments, and;

Liaison with Finance and customers on invoicing, accuracy of such and securing payment.

Effective management of the Business Development function

Identify 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.

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

Implementation and integration of the HSSEC strategy and culture within the business unit

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 guard force level through communication, enforcement of guidelines and principles, reporting and training.

Highlight health 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, and;

Conduct health and safety awareness training and lessons learnt with employees on site

Minimum Qualifications & Experience

Business Management / Accounting or related degree
Driver’s licence
5 years’ relevant experience in a customer facing environment
Good management and leadership skills.
Communication (Written & Verbal)
Negotiation skills
Risk identification
Basic Financial Skills
Computer Literacy (Microsoft Office suite & Internet proficiency)

More Information

JOB APPLICATION DETAILS
APPLICATION INSTRUCTIONS:

Closing date and application instructions

To apply, please email your updated CV with contacts of latest referees, cover letter, certified copy of qualifications and certified copies of national identity card to [email protected] stating the position in the subject.
Applications must be addressed to;

The Human Resources Director
G4S (Botswana) Limited
P.O Box 1488
Gaborone
NB: Only short-listed applicants will be contacted. If you do not hear from us within 2 weeks from the closing date above, please consider your application to have been unsuccessful.
Closing Date: 12th March 2021
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