Senior Operations Manager

Job Purpose

Lead and manage the operations within the assigned portfolio of assets / buildings at contracted sites in Egypt while implementing and sharing best practice in managing supplier and customer relationship, facilities management, energy performance, asset maintenance and performance. Fully own the financial performance of the business portfolio, in line with Corp strategy. Drive for best operational efficiency, and business results. Maintain healthy business relationship with clients at with high level of satisfaction.

Key Accountabilities

• Provide support to the overall country operation strategy, with focus on assigned segment, participate in developing Egypt’s business strategy in line with the vision, mission, and objectives of the company.
• Lead the implementation of the operations business strategy, policies, process and procedures.
• Own the delivery of the segment objectives within Egypt portfolio while ensuring contractual commitments are fully successfully met.
• Lead the operations managers and direct report teams in the assigned segment to maximize outcomes of the contracted accounts. Set individual targets, manage team performance, develop and motivate staff. Provide constructive formal and informal feedback. Appraisals, reward, motivate and drive for maximum subordinates’ performance.
• Act as role model for commitment, accountability, business ownership, compliance and HSE behavior.
• Define optimum org structure, ensure best allocations of resources, improve utilization of manpower & physical resources.
• Ensure clear & efficient communications within segment and with all other business functions.
• Participate in the annual budget development process as relevant to his/her business segment.
• Monitor the financial and budget performance with focus on cost, revenues, gross margins, and all other relevant KPIs.
• Develop initiatives for optimization, performance improvement and support business growth.
• Seize new opportunities to grow portfolio, as well as improving technical and financial performance.
• Lead and manage segment operations, while ensuring accurate planning and proper allocation of all resources.
• Ensure implementation of the standards and appropriate controls to guarantee safe, efficient and effective operations leading to achieving and exceeding business objectives.
• Discuss “Site-Specific-Budgets” with customers including CAPEX. Wisley inform customers on potential opportunities for cost optimization including new assets and /or refurbishing assets to ensure best facility operation within client budget.
• Ensure full commitment to the contracted SLAs & KPIs for the portfolio. Align between service deliverables, customer expectations, and vendors’ capabilities to achieve distinctive quality of service delivery and utmost profitability.
• Monitor service delivery performance and participate in the evaluation of suppliers’ performance for Sites in the Egypt to ensure the selection of qualified service providers / contractors at the optimum cost.
• Closely monitor resource utilization across operation sites to ensure the right number and talents are deployed and available to run the operations (civil works, mechanical works, electrical works, landscaping, building inspections, etc.).
• Monitor and control the execution of maintenance contracts, review the preventive and corrective maintenance programs, and supervise the implementation by Co. staff or contractor(s) through reviewing reports and spot-checking.
• Monitor and approve the process of quotations, and the preparation of Purchase Orders and Vendor Contracts.
• Ensure purchasing process is optimized to guarantee the provision of products/ services to avoid any operational delays.
• Ensure the invoicing process is optimized to guarantee timely collection and satisfactory cash flow are achieved.
• Ensure the Annual Leave Planner is completed for the target segment to have a holistic view on forecasted manpower and staff availability as well as provisions for overtime are accurately forecasted throughout the year.
• Manage customers’ expectations through clear communication and transparent work attitude to be consistent and to develop strong customer relationships.
• Receive escalations and complaints from the client and call center and ensure that the necessary support and maintenance work is provided to customers in a timely manner to resolve customers’ issues and maintain a high level of satisfaction.
• Communicate regularly with customers within the premises/ facilities, listen to their feedback or complaints they might have, coordinate with site managers and subordinates and company stakeholders to provide the necessary solutions or work needed either civil, mechanical, electrical or back-office support.
• Provide technical advice to customers and represent customers in technical interfaces with third parties (such as MEP contractors conducting activities on premises while ensuring that subcons are delivering on their agreements).
• Furnish customers with technical advice on improvement opportunities including utilities consumption in order to increase CSR awareness and contribute to the greener environment objectives.
• Recommend and review new contracts’ scope of work and/or when site conditions change.
• Ensures proper monitoring of subcontracting of works (such as fire systems, gas, emergency lighting, vertical transportation, water treatment, tank cleaning, etc...).
• Ensures that subcontractors perform their duties in an accurate manner and as per the agreed contractual commitments.
• Manage subcontractors’ assessments and evaluations to ensure that the pool of subcontractors is up to the required service level, approved by the relevant authorities, compliant with the regulatory framework requirements (e.g., Civil Defense Department for fire-fighting systems).
• Supervise and lead the process of physical and admin audits on subcontractors to ensure that work is being conducted properly and that customers are receiving the highest quality of service.
• Take the necessary actions upon revealing Audit NCRs and/or identification of unreported/ undisclosed variations and/ or poor performance to safeguard the company against any liabilities.
• Collaborate with internal and external auditors to ensure full compliance of Egypt’s operations to company’s Code of Conduct.
• Lead the Implementation of audit recommendations on identified gaps to improve performance, efficiency and compliance to the standard practice
• Ensure operational compliance to all relevant quality, health, safety, and environmental management policies, procedures, and controls across the department to guarantee safe work environment, people and asset safety and legislative compliance.
• Lead the delivery of high-quality services and operations in-line with the environmental legislations, and the legally binding targets of net zero greenhouse gas emissions.
• Ensure that all department reports are timely prepared with the desired quality addressing clear and precise records of contractual deliverables and commitments in compliance with the company policies and procedures.
• Perform other related duties or assignments as directed.

Qualifications, Experiences, & Skills

• Bachelor’s degree in electrical or mechanical engineering, CMMS, FM ERP knowledge is preferable
• 18+ years’ experience in operations management including 4 years in a managerial role; exposure to Maintenance and Facilities Management especially in the areas of operations, asset maintenance, planning, budgeting, HSEEQ, relationship management, people management, contract management and business development.