Operational Change & Office Services Manager

Contenu de l'offre Operational Change & Office Services Manager chez Heineken

Operational Change & Office Services Manager

We Go Places! How about you?

Immediate Superior:  Customer Experience & Ops Support Manager  

Location: Western Cape

Function: Ops Support & Office Services

Type of Contract: Permanent

Reference Number: 95444 

Closing Date: 11/10/2023

This position, through appropriate stakeholder management, will be responsible for supporting the execution of defined operational projects and improvement initiatives to ensure quality products are delivered within the allocated project time frame and budget.  To create, plan and execute on the change management and communications plans in line with an agreed change management methodology to ensure change readiness, effective change management and successful embedding of change within the business. To engage and co-ordinate with all identified project stakeholders.

Key Responsibilities

Change Management and Communications planning & execution.

​​​​​​Participate in the process of creating a detailed project plan.

Develop detailed change management and communications plans in accordance with sound change methodologies to meet project objectives.
Submit change management and communication plans to Project Manager for approval.
Work closely with the Project Manager to ensure that plans align.
Modify content as the project progresses or requires.
Consult with the relevant internal divisions to obtain input into the plan and buy-in to the project.
Source trainers from the business to train the applicable individuals and update training material for future use.
Engage with trainers to ensure that training content is aligned to changes.
Engage and manage external providers that contribute with communication tools.
Deliver and contribute to projects including project execution, close out and reporting requirements.

Change Management Methodology Implementation

Facilitate the development of the change management methodology in consultation with external consultants and ensure the methodology is tailored for the SSC landscape.
Input into the adoption roadmap for change management methodology into the business
Build capacity for change management in the business.
Input into departmental change scripts and management briefs
Monitor compliance to the change management methodology.
Conduct periodic change management assessments for the business, as required.
Monitor integration of change management into other adopted methodologies
Guide and advise on change management implementation to the business in support of the Director.

Communications

Assist with the drafting, approval and publication of internal and external communications related to GBS and SSC changes or activities.
Provide input for communication and training requirements related to projects, operational and functional changes or updates.
Liaise with internal and external partners for creating content and design of internal and external communications.
Review communications from business units to assist with editing and message consistency.
Manage the relationship with the external design agency responsible for communication or site artwork.

Lead and develop the Office Service team to deliver operational and strategic objectives.

Promote harmonious team and key stakeholder relationships with internal and external customers.
Ensure effective and efficient delivery of operational services for sites, including:

Reception and switchboard services
Meeting room management
Hospitality for meeting rooms, bars and refreshment areas
Mailroom services for local and international teams
Health and Safety compliance and support for HSE and SHERQ activities
Event and function management
Consumable supplies management and stock control, including bar stocks.
Printing of access and wine cards

Manage vendor relationship and service delivery for outsourced functions including cleaning teams, garden services, catering services and pest control.
Manage lease agreement negotiations, renewals and site requirements with landlords for rented premises.
Manage fleet vehicles and transport requests for collections, deliveries and VIP transfers and shuttle requests.
Co-ordinate and escalate building maintenance and repair requests via internal or external contractors.
Determine budget requirements for each site and manage costs in line with budget.

People and Expectations

Manage people development initiatives and people development processes such as performance management, succession planning and talent management to meet functional performance standards.
Assess team development needs and close gaps through coaching, training and creating a pro-learning environment.
Ensure operational team performance through effective management within policies and procedures to ensure achievement of standards/objectives
Ensure that recruitment, selection and training of new staff, relating to turnover and growth, is carried out on time and in accordance with the recruitment and training plan.
Perform side by side coaching with team leaders to develop their skills in leadership pertaining coaching and development, contact center operations and problem solving.
Ensure team leaders monitor adherence to processes and procedures, review and agree recommendations on performance improvements, enhancements, streamlining and redesigning of processes.
Leverage relationships between key stakeholders, customers and working groups through personal contact, meetings and reviews of service level agreements in order to achieve buy-in in terms of total customer satisfaction

Education and Experience:

Bachelor’s Degree preferred and Change Management accreditation.
Post graduate degree in leadership, change management and project management accreditation are advantageous.
Minimum of 8 years’ experience in Change Management and Project Management (advantageous)


Minimum of 5 years’ experience in managing an Officer Services team
Proven presentation skills
Knowledge of project management principles
Knowledge of Business process management
Knowledge of Change management methodologies
Knowledge and understanding of Information sharing methodologies and best practices
Ability to analyze information. 
Excellent written and verbal communication skills.
Strong relationship building skills with stakeholders & stakeholder groups.
Problem-solving aptitude
Methodical and disciplined work approach.
Excellent time management skills
Tech-savvy in evolving technologies.

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Heineken Beverages (South Africa) (Pty) Ltd) is committed to an organisational culture that recognises, appreciates and values inclusion and diversity. You must be fully eligible to live and work in South Africa to apply.