National Operations Manager

KEY PERFORMANCE AREAS AND RESPONSIBILITIES

Key Performance Area

Performance Outputs

Operational  

Staff Management

• Assist with interviewing of Branch Managers and upwards.
• Ensure that all outlets are visited a minimum of twice a month through audit reports.
• Ensure that all maintenance issues are addressed and that housekeeping is attended to.
• Ensure that proper security measures are in place at all outlets.
• Identify poor performing branches and implement a strategy for improvement.
• Ensure that external contractors are performing the required service that they are contracted to perform.
• Ensures that operations within the outlets are running smooth.
• Monthly monitoring of product performance and figures and reporting to Exco on regional and branch performances.
• Constantly mange audit reports and oversee that they are actioned accordingly.
• Liaise with different departments such as Manco, HR, Marketing, Technical, Finance and Admin.
• Proactive prevention of fraud/losses/theft/armed robbery.
• Reply to operational matters on email, WhatsApp and phone calls.
• Daily monitoring of Group performance.
• Supplier liaison.
• Employee liaison and enabling a solution orientated mindset with all team members – Proactive approach.
• Chair weekly Operational Meetings and respond to issues raised. Attend Telebetting meetings and respond to issues when necessary.
• Web Register bulk approvals monthly.
• Daily approval of bank payments in conjunction with Finance.                                     
• Tracking operating hours, staff performance etc. and putting strategies in place to address.
• Product performance monitoring.

• Assist with interviewing of Branch Managers and upwards.
• Ensure that all new staff is trained on fixed odds, National Responsible Gambling training, FICA, TURFSPORT operating systems.
• Identify staff in collaboration with RM for new Senior Management positions- succession planning feedback.
• Approve Leave for Regional Managers.
• Discipline staff when necessary and motivate staff.
• Develop good teams within the outlets.
• Ensure that staff is fully equipped to manage the day to day running of the outlet by liaising with RM including workforce planning.
• Evaluate the performance of RM’s.

Customer + Relationship

• Ensure that customer service and standards are adequate and of high standard.
• Attend to all customer complaints and compliments in collaboration with RM’s.
• Dealing with fleet providers and other suppliers.
• Ensuring daily operational procedures are being adhered to and addressing if not.
• Read through and respond to issues coming out of weekly Operations Reports.

Innovation

• Chair weekly Operations Meetings.
• New branch planning and rollouts.
• Updating of staffing models.
• Excellent ability to delegate responsibilities while maintaining organizational control of branch operations and customer service.

Marketing

• Input into marketing initiatives.
• Identify group marketing opportunities for MWOS on a national scale.

COMPLIANCE

• Monitor compliance within the branches of policies and procedures.
• Inform branches of changes in betting procedures and products.
• Ensures that all branches operate in line with gambling board policies and procedures.

KNOWLEDGE, SKILLS AND ABILITY REQUIRED (COMPENTENCY)

COMPETENCY LIBRARY

Technical Competencies:

• Good administration skills.
• Good IT skills including Turf sport, Microsoft Word, Excel and Outlook.

Generic Competencies:

• Excellent interpersonal and communication skills Analytical + problem solving skills.
• An extroverted, friendly and confident profile needed professionalism.
• Possess an attention to detail and have an ability to accurately count cash.