National Operations Manager

Description:

The National Operations Centre (NOC) Manager will lead and manage a centralised team to support the delivery of exceptional service to clients nationwide. This role is integral to ensuring optimum Labour Cost Ratio (LCR) performance and seamless integration of technology, workforce planning, and strategic resource management to deliver high-quality service consistently.

The successful candidate will bring deep expertise in workforce planning, scheduling, and reporting, and will be responsible for delivering robust customer service nationally, with a 24/7 operation focused on KPIs and customer satisfaction.

You will have extensive experience in implementing and optimising various systems to enhance data-driven decision-making, while maintaining a strong operational focus. This individual not only excels in leveraging technology to streamline processes but also deeply understands the practical aspects of business operations and is a change management leader.

SUCCESS FACTORS FOR THIS ROLE

To excel in this role, the ideal candidate will demonstrate strong leadership competencies, including customer-centricity, people management, and the ability to inspire and motivate a team. Success in this role requires the ability to:

• Manage and Improve LCR Performance: Regularly measure, manage, and report on LCR performance, identifying issues and implementing solutions to meet budget and targets through rostering, managing sub-contractor hours and overtime.
• Systems Excellence: Optimise existing systems and seamlessly implement new and forecasted technology whilst actively focusing on continuous improvement.
• Deliver Robust Customer Service: Ensure the National Operations Centre provides exceptional customer service, supported by a 24/7 helpdesk, while maintaining and exceeding KPIs.
• After-Hours Service: Ensure customer expectations translate into service delivery outcomes around-the-clock with monitoring, training & development and workload distribution.
• Drive Customer Retention: Develop and maintain strategic relationships with clients, ensuring service levels are consistently met and client KPIs are monitored and achieved.
• Foster Employee Engagement: Build a cohesive & collaborative team with an optimal structure & resourcing, identifying training & professional development and establishing strong foundations of trust and shared engagement.
• Prioritise Health, Safety, and Environment: Implement and sustain an effective HSE management system, drive engagement in HSE activities, and support wellness initiatives.
• Promote Ethics and Compliance: Actively promote an ethics-based culture, ensuring compliance with the company’s code of ethics and standards that are proudly industry leading.
• Lead Change Management: lead change in times of ambiguity by demonstrating adaptability, resilience, and clear communication. Provide direction and stability by interpreting the broader business strategy and aligning the operations centers' goals with it.