General Manager - Assurance

SUMMARY:
General Manager - Assurance Telecommunications Service Provider

POSITION INFO:

Overseeing departments
NOC/Support
Provisioning
Maintenance
Engineering

To manage and lead the team to deliver business objectives
Anticipate business requirements and adapt accordingly
Ensure all customer Service Level Agreements are measured and maintained
Produce management reports for the purposes of tracking productivity and performance
Maintain a highly skilled and motivated workforce
Define each department’s targets, benchmarks, and processes to meet required performance.
To maintain high levels of customer service and satisfaction

Requirements 

3 Year degree / diploma Business Management or Similar
Customer Service Certification
Project Management Diploma
Engineering Degree / Diploma
Management Certification

Experience

Job – related work experience
7-10 years Fibre/Telco/ISP Environment
Customer Management Experience
Operations Management Experience

Job Knowledge

Knowledge of Depth & Scope (B/I/A)
Knowledge of networks and technologies 5 years
Knowledge of Customer Service and Expectations 5 years
Knowledge of General business procedures, rules and processes 5 years
Knowledge of business objective and strategies 5 years
Knowledge of Team Policies and Procedures 5 years
Knowledge of operational problem-solving techniques 5 years
Knowledge of human resource principles and practices 5 years
Knowledge of project management principles and practices 5 years
Knowledge of CRM Processes 5 years

Job Skills

Assessing and implementing improved processes and new technologies and collaborating with management regarding the implementation of these improvements
Outstanding verbal and written skills, and experience working with staff on all levels
Solid presentation skills and ability to explain complex processes to an audience
Manage operations and processes within budget
Ability to enforce and maintain high standards, even under pressure
General and senior management skills
Administrative skills
Problem Management Skills
Strong Time management skills
Strategic and Analytical thinking
Operational reporting for analysis and decision making.
Strategic and Analytical thinking
Good Verbal & Written Communication skills
Conflict and dispute management
Able to work under pressure
Identify and resolve problems quickly
Attention to detail
Very good technical knowledge of IP and Telco networks
Strong Time management skills
Good Team player, Excellent inter-personal skills
Financial Management
Management Diploma/Degree (MDP, MAP or similar, equivalent to NQF 6 or 7)
Project Management Certification (Prince2 or PMBOK)

Planning

Anticipating problems
Creating a roster or list of duties / activities
Creating schedules
Deciding work priorities
Defining objectives for an organisation or department
Developing strategy in a competitive situation
Ensuring that component parts fit into an overall design for a project
Formulating or adjusting policy for an organisation or department
Planning a course or route for a journey or voyage
Planning a logical sequence of events or tasks
Planning long term (strategic) objectives
Planning short term (task) objectives
Planning staffing levels or people resources for projects
Preparing a specification for a project
Revising plans to account for changed circumstances
Setting priorities for utilising resources
Setting up a financial budget

Implementing / Co-ordinating

Allocating duties to others
Allocating resources (people, materials, etc) among various jobs
Allocating resources in emergencies or unexpected situations
Arranging formal events
Ensuring the efficient co-ordination of activities
Initiating action in emergencies or unexpected situations
Organising resources to meet an objective
Setting up administrative systems

Controlling / Directing

Authorising actions
Controlling the use of non-people resources in meeting objectives
Controlling the use of people in meeting objectives
Directing action in emergencies or unexpected situations
Directing the implementation of agreed policy
Ensuring that legal requirements or other binding agreements are adhered to
Ensuring work is carried out within a pre-specified budget
Generating rules or regulations
Hurrying people along to expedite completion of a task
Laying down procedures for maintenance, safety or inspection
Laying down specifications for materials or components
Requiring work to be redone to meet specification or required standard
Undertaking when necessary the tasks of workers under one''s control

Reviewing / Evaluating

Assessing the feasibility or practicality of an operation
Checking adherence to schedules
Evaluating alternative methods
Evaluating installation of complex systems or constructions
Evaluating numerical data concerning organisation or department activities
Evaluating the cost of a project or venture
Evaluating the practical feasibility of a project
Evaluating written reports on activities of an organisation or department
Identifying problems in a project design
Reviewing progress of a case or project
Reviewing systems, services or processes to assess current adequacy
Reviewing the efficiency of an operation
Reviewing to assess compliance with rules, laws, etc.

Motivating

Appealing to people to increase their motivation
Arousing enthusiasm for a project
Creating a good team spirit
Emphasising the importance of reaching a work objective
Encouraging co-operation between team members
Encouraging slow learners and / or people with learning disabilities
Encouraging a faster rate of work
Gaining willing co-operation
Getting an individual to carry out an unappealing task
Motivating individuals through the use of threats or demands
Putting people at ease in anxiety provoking situations
Stimulating interest in activities
Sustaining interest of others in projects or continuing tasks
Understanding the personal needs or motives of others

Mentoring

Mentoring as per instruction of mid/senior-level managers
Feedback on Mentoring program and progress of mid/senior-level managers

Disciplining / Disputes / Grievances

Avoiding emotional involvement in disputes
Giving verbal warnings in order to correct behaviour
Maintaining discipline in a work environment
Pointing out poor standard of work
Reducing tension between people
Resolving disputes

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