Support Services Manager

Job Description

The Support Services Manager assists the Executive Director in overall business and administration functions of the business ensuring the organization runs smoothly and efficiently. The Manager manages the service sections of the department ? Security, Porter, Cleaning, Quality Control & Safety services based on company policies, goals, and objectives to ensure an efficient working environment and that deadlines are met consistently with the alignment of director.?Key Roles and ResponsibilitiesThis section describes the primary duties and responsibilities to give an accurate, complete picture of the job. Strategy Formulation

• Develop objectives and KPIs for the Support Services Department to ensure that the employees are working towards the achievement of these objectives.
• Review the operating results of the entire Department and follow-up to ensure that appropriate measures are taken to correct insufficient results.

Budget & Cost Control

• Assist the Executive Director in preparing the annual budget for the Support Services Department.
• Monitor and control expenditure against approved budget and reconcile budget variances to ensure on-target performance against budgets.

Policies & Processes

• Develop the Department?s policies and processes to ensure that all relevant procedural requirements are fulfilled.
• Ensure the implementation of the Department?s policies and processes while maintaining high level of efficiency in achieving objectives.

Operations Management Activities

• Manage and monitor all operations of the department through effective management in terms of implementation & consistency with guidelines, staff, quality and stock & resources management while ensuring that highest standards of quality, hygiene, as well as health & safety are displayed and implemented at all times.
• Assist the Executive Director in the development of SOPs for subordinates; ensure that all operations are performed in-line with set policies & procedures, monitor implementation of all defined SOPs in a pro-active basis; and recommend new & innovative solutions that can enhance operational success of the business and maximize efficiency.
• Manage and monitor all operations of service teams (Cleaning, Security, Portal, Quality & safety) that tasks are being completed efficiently.
• Effectively delegate tasks to team members in order to run a smooth operation.
• Report and provide weekly & monthly feedback and when required to the Executive Director.
• Ensure that cleaning and support services team members are completing the tasks at hand within reasonable and required time frames.
• Ensure daily cleaning of the market as needed.
• Ensure common areas are to be cleaned and fit for purpose for day and night shifts.
• Pest control services to be coordinated and managed.
• Ensure that coffee and tea facilities are stocked and serviced.
• Identify and protect company assets through the development and implementation of security protocols.
• Make sure that staff follow security procedures and guidelines through training programs and assessments.
• Ensure the safety of staff and customers within the workplace.
• Manage & monitor the attendance & schedule for all the employees under the department.
• Manage and control the allocation of resources including staff, equipment, consumables and chemicals using the tracking sheets available.
• Work with sub-contractors and their staff to coordinate operation?s needs & requirements.
• Communicate with management and staff effectively with the support services team to ensure tasks and instructions are understood.
• Review all agreements with contractors on an annual basis.
• Ensure management of biohazardous materials and disposal of waste according to SOP.
• Ensure proper standard operating procedures are in place for the department
• Ensure that all equipment is well maintained and in good working conditions to enable the achievement of successful operations at all times
• Train all subordinates on issues including operational, administrative and planning; assigning and directing work, scheduling and approving time worked (overtime if required), disciplining employees, addressing complaints, resolving problems as well as for conducting employee trainings on procedures, sales, safety, security, etc. as required.
• Identify the training needs of employees to ensure all relevant experience and knowledge is transferred to employees to ensure a highly skilled and high-performance workforce.
• Increase the quality of the team, through good recruitment, training, development, and through the effective coaching, leading, and managing a team of people.

??Works closely with other departments to promote efficient business optimization.

• Manages & ensures customer requirements are met in a timely manner.
• Perform ad-hoc and other duties related to the job as assigned by the Direct Manager.

Reports

• Helps in preparing schedules and other organizational reports as needed.
• Conduct performance appraisal of subordinates and ensure appraisals and professional development of staff is effectively maintained and adhered to.

Health & Safety Policy and Procedures

• Implement & ensure implementation of health and safety regulations to avoid any hazard / risks arising from the work activities.
• Promotes and enforces safety in the workplace.
• Ensure all injuries & accidents are reported to the HR & Administration Department in a timely manner.
• Ensure that all equipment is kept in excellent working condition through personal inspection.
• Conduct weekly and monthly health & safety meetings with employees as required in order to ensure that all employees are well-trained

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