Head of Soft Services

SUMMARY:
Position Summary
Accountable for overall operational performances of Soft Services Operations.  
Provide general guidance and support to the management team, business development, operations and profitability of the company through ensuring the best possible business performance, contract compliance and delivery while overseeing the management of a large number of cleaning personnel on customer sites.
Ensure strategic client retention solutions and integrate these with sales, business development and service excellence. Fostering a client centric culture that focuses on company core values.

POSITION INFO:
Key Accountabilities/ Principal Responsibilities

New Business Development
Ensure business growth and increased profitability in line with strategy and budgets.
Take a proactive approach to identifying new business opportunities.
Nurture and support business development client introductions and proposals.
Attend and present presentations.
Attend and participate in industry events and various forums and groups, keep up with market trends, products, innovation, and technologies
 
Soft Services Operational Performances
 
General
Accountable for overall Soft Services operations relating to project delivery performances and ensure that;
all aspects of the required services are being delivered according to customers’ satisfaction and contract requirements.
there are sufficient trained and vetted staff working at all times to meet customer and contract requirements.
Evaluate, assess and develop plans to drive business values and propose approach to culture, behaviours and relationships.
Attend Management Committee (Manco) meetings and prepare presentations, where required.
Mentor and provide guidance to behavioural competencies, fostering a culture of teamwork and continuous improvement.
 
Strategy
Work with management to develop and implement agreed strategy and approach.
Report on key focus area linked to strategy.
 
Reporting
Quarterly Soft Services operations performances scores including SLAs in place and compliant 
Reporting on all current and planned processes, timelines, values.
 
Compliance
Check and sign off SLAs and ensure that;
these are in line with tender and main contract. SLA in place and
compliant according to Quality Management System (QMS) requirements.
Ensure compliance with company agreed Levels of Authority (LOA)
Ensure all aspects of Soft Services operations regulation, policies and procedures, occupational health and safety (OHS)
 
Financial
Accountable for Soft Services business operations financial Gross Profit and Net Profit outputs.

Sales and Business Development
Report on pipeline opportunities, projects and actions.
 
Client Relationship Management
Regular client engagement.
Attend quarterly and bi-annual meetings
 
Product Development
Give guidance and support to Marketing teams to allow them to develop marketing concepts etc.
 
Risk Management
Create an environment of risk awareness and promote risk reduction for the Company and the Client (internal process, reputational, communication, financial)
Ensure compliance to statutory requirements in soft services.
Ensure all staff maintain confidentiality of privileged information relating to Company and Client
Ensure staff adherence to the client house rules
Ensure all stuff understand the need to identify potential problems before they occur so that risk-handling activities may be planned and invoked
Prepare Monthly risk registers as part of reporting
 
Health and Safety Compliance
Ensure compliance to all Health and Safety Standards.
Ensuring that Health and safety maintenance is carried out.
Ensuring all operating activities and equipment are safety compliant at all times.
Ensure all teams are trained to meet with compliance
Ensure all risk assessments and safe methods of work are fit for purpose and in place
Implement Contractor Health and Safety Management processes with staff and sub-contractors. (Management guideline attached)
Risk assessments of new tasks and communicate effectively with OHS to ensure safety and compliance.
 
QMS
Ensure statutory regulatory requirements; Soft Services operations responsibility for implementation and ensure compliance.
Policy implementation; ensure Implementation of policies communicated from QMS Department
Management reviews (Contract management principles); to ensure compliance with project management principles
 
Employment Equity Group Compliance
Contribute and work within framework
Engage with EE Committees to support Group compliance
 
Achieve Divisional and Group targets
Achieve regional targets and contributing to group targets
Take action as required
Attend monthly financial meetings
Sign off regional budgets and forecasts annually

Key Skills and Experience
Grade 12
Bachelor’s degree in business administration or a related field of study
At least 10 - 15 years’ experience working in a similar operational management role, ideally within the cleaning industry
Good knowledge of soft services skills in a Property and Facilities Management environment
Good understanding of legislation and legal requirements of corporate operations
General business acumen, and good understanding of corporate governance requirements and applications
Profit driven
Sound knowledge of generating, maintaining, and managing contracts and SLA’s
Experience in drafting business plans and marketing plans
Good financial experience in generating budgets, financials including P&L and income statements
Experienced in generating KPI’s and delivering on them
Good understanding of corporate structuring, grading and staff deployment skills
Understanding of Employment Equity and Labour Relations
Understanding of financial accounting and billing systems and structures
Understanding of IT and operational IT requirements
Must have practical experience in the above qualification
Experience in managing Contracts
Contract such as GCC, NEC, JBCC are advantages

People and Management Skill
 
Enthusiastic and committed approach with a track record of building strong, trust-based relationships with colleagues and stakeholders at all levels
Strong planning and organizational skills
Track record of working in a fast paced and demanding environment
Strong leadership qualities and a confident decision maker
Possesses the drive to oversee and take ownership of the activities of the business
Must be a respected leader, and have the ability to work closely and in partnership with all stakeholders
Excellent interpersonal skills in working with multicultural teams across all levels, with focus on tact, diplomacy and rapport building
Highly effective communicate effectively in both written and verbal form
Committed to professional and ethical values and standards
Analytical reasoning ability and capable of making fast informed decisions on complex matters to ensure the continuity of service to the clients facilities
Excellent financial, commercial, business development and HR Acumen to support the improvement of business performance

Key result areas
Manage and oversee the strategic and operational areas within the business
Advise on contracts.
Provide assistance in business decision making.
Responsible for P&L outputs
Client liaison
Present monthly reports to Executive management team

Additional Responsibilities and Skills
Have the ability to take on additional responsibilities. Incorporate the current and additional clients into existing processes and make effective decisions at strategic and operational levels as and when that may be required.

Interested? Submit your CV now.
                                                                                         
All vacancies advertised by AFMS Group are in full adherence to South African labour legislation, including the Employment Equity Act, Labour Relations Act, and Basic Conditions of Employment Act.
We strive to create an inclusive workplace that values diversity and welcomes applications from all qualified individuals, regardless of race, gender, disability, or any other protected characteristic.
Our recruitment process is fair and equitable, focusing on the qualifications, skills, and experience that are relevant to each role. We ensure that all candidates are treated equally, and no discrimination will be tolerated.
By submitting your application, you consent to the processing of your personal information in accordance with the Protection of Personal Information Act 2014 (POPIA) for recruitment and hiring purposes.
For information on AFMS Group, including more information on our company culture, visit our website at />Please note, relocation costs will not apply
If you don’t hear from us in 14 days, consider your application unsuccesful.
Applications to be addressed to Matthew Toontjies: -solutions.co.za
 
Closing Date for applications: Thursday, 20 February 2025, by 16h00