Responsibilities and Accountabilities

Business Performance & Profitability

Monitor project profitability and review client billing accuracy; ensure profitable deployment of manpower, financial sustainability of all contracts, and return on investment of operational improvements
Drive continuous performance improvements to enhance profitability, while striving to reduce the need for this service for the client as far as possible

Leadership & Management

Develop departmental targets.
Continuously strive for alignment of operations with client requirements as they might change from time to time
Directly manage Office Administrator, Quality Lead, Operations Lead and Project Lead, covering their performance management, coaching and mentoring, leadership development, succession and capacity planning, organisational structure reviews and talent retention
Identify, communicate to management, and pursue business opportunities for the company at the client and other clients, including suppliers
Drive organisational maturity, capability and succession planning for key positions

Operational, Project & Quality Leadership

Ensure efficient Customer Protection service provision and seamless integration with the quality service
Manage the Team Leaders responsible for shift performance, client satisfaction, resource utilisation, operational efficiency, compliance with operational procedures and labour productivity, reviewing performance trends and implementing corrective action where required
Manage and hold the Team Leaders accountable for successful project implementation, project profitability, on-time launches, labour planning, client deliverables and cost management, ensuring every project delivers client value while maintaining profitability
Manage and hold the Team Lead accountable for client complaint reduction, audit performance, root- cause analysis effectiveness, corrective action closure, training effectiveness and system compliance, driving a culture of prevention rather than reaction
Assist with the development of Team Leaders and site support staff, and approve resourcing, new sort/job set-ups and site capacity planning
Give final sign-off on scrap/return decisions escalated beyond Team Leader level

Client Management

Act as executive interface between Redheads and the Client, maintaining strategic client relationships and leading client escalation resolution; attend client management meetings, conduct client satisfaction
reviews, and identify opportunities for business expansion

Financial Control

Provide input on the business unit’s budget for compilation and approval by Redheads
Ensure monthly financial performance, labour cost control, and overtime expenditure; ensure accurate compilation of project profitability reports
Ensure invoicing/billing accuracy
Improve operational margins through continuous efficiency initiatives

Risk, Compliance & Governance

Ensure compliance with statutory, labour, and health & safety legislation; mitigate operational and commercial risks; review business continuity plans; and ensure audit readiness and adherence to
company policies and process flow diagrams at all times
Own the contract's KPI and escalation framework: initiate Q-talks and the applicable escalation scenario where any monthly KPI falls below the ≥97% threshold, manage the resulting escalation through the client's four-level escalation model, and ensure 8D reporting deadlines are met (D1–D3 immediately; D4–D8 within 10 working days)

Continuous Improvement

Drive Lean Manufacturing principles and business-improvement projects to raise productivity, labour utilisation and quality performance, reduce waste, and implement automation/digitisation opportunities

Authority Level

Authorised to approve operational structures, expenditure within delegated authority, manpower requirements, and corrective/strategic actions required to achieve business objectives; to appoint, discipline and recommend termination of personnel; to negotiate with clients within approved limits; and to escalate matters to Management when required

Job Specification

Qualifications

NQF Level 6 or higher in Business Management, Operations Management, Quality Management, Engineering, Industrial Engineering, Finance, Project Management or equivalent
A Quality System Management qualification is advantageous

Experience

Minimum 10 years' management experience within Automotive, Manufacturing, Logistics, Quality or Industrial Services environments, including at least 5 years at senior leadership level
Proven track record of P&L management, leading large operational teams, and managing client relationships, projects and change

Knowledge

Business and operations management principles, financial/P&L management and budgeting
Automotive, manufacturing, logistics, quality or industrial services operating environments
Labour legislation and statutory health & safety (OHS Act) compliance requirements
Lean Manufacturing principles and continuous improvement methodology
The contract's RASIC accountability model (Responsible / Approving / Supporting / Informed / Consulting) applied across service categories
The contract's KPI and escalation framework: the ≥97% monthly KPI threshold, C1–C9 chargeback criteria, the four-level escalation model, and 8D reporting deadlines
The site's multi-skilling role structure and reporting lines

Personal attributes