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 RMs.

Customer + Relationship

Ensure that customer service and standards are adequate and of high standard.
Attend to all customer complaints and compliments in collaboration with RMs.
Dealing with fleet providers and other suppliers.
Ensuring daily operational procedures are being adhered to