National Control Centre Manager (Performance Centre Manager)

SUMMARY:
National Control Centre Manager (Performance Centre Manager)

POSITION INFO:

KEY RESPONSIBILITIES:

Client Service & Issue Resolution
Ensure prompt handling of client complaints, incidents, requests, and service-related issues.
Monitor and enforce turnaround times to maintain high client satisfaction.
Implement and refine processes to improve efficiency and resolution rates.
Escalate unresolved issues to senior management when required.
Workforce & Operational Support
Oversee employee-related processes, including timekeeping, leave, training compliance, and scheduling.
Proactively manage workforce challenges such as shortages, overtime, and payroll-related concerns.
Ensure compliance with industry regulations and mandatory certifications.
Maintain clear communication with employees regarding policies and operational.

Performance Monitoring & Reporting:
Ensure operational data is analysed and used to improve service performance and decision-making.
Monitor compliance with SLAs, checklists, and performance standards.
Process Improvement & Compliance
Develop and implement best practices to enhance efficiency and effectiveness.
Ensure compliance with company policies, industry standards, and contractual obligations.
Leadership & People Development
Lead and develop a multi-functional team, ensuring alignment across operational areas.

Key Experience & Requirements
Experience managing control room functions such as CCTV monitoring, incident response, risk management, and intelligence gathering.
Proven experience in operations management within security services, facilities management, or related industries.
Strong track record in stakeholder engagement, client relations, and operational reporting.
Ability to drive performance improvements and efficiency.

Qualifications
Minimum 8 years of experience in operations management, service delivery, or a similar role.
Experience in the cleaning, security, or facilities management industry is an advantage.
Strong leadership, problem-solving, and decision-making skills.
Proficiency in data analysis and reporting tools.

If you have the operational leadership, control room expertise, and financial management experience outlined above, we’d love to hear from you. Only candidates meeting these requirements will be considered.

Suitable and qualified applicants who meet the above requirements should forward a complete CV toPalesa.L .