Durban: Senior Operations Coordinator: Public Sector Utilities (Meter) posted by IntelliStaff

Location: KwaZulu-Natal

Main Purpose

Responsible for coordinating regional private and public sector operations. The role requires independent work while collaborating with other departments when necessary. Ensures alignment with operational, functional, and strategic objectives.

Key Performance Areas

• Support customers based on contracted products and services as per Contracts and SLAs.
• Engage regularly with senior and operational customer staff.
• Ensure financial viability of customer accounts.
• Build and maintain long-term customer relationships.
• Drive customer retention and account expansion.
• Plan and achieve SLA response times.
• Manage subcontractors and regional partners.
• Ensure customer support tickets are resolved timeously.
• Conduct customer training to required satisfaction levels.
• Track and deliver on KPIs.
• Develop and implement Standard Operating Procedures (SOPs).

Key Responsibilities

• Align contract Statements of Work (SOWs) and project deliverables for designated contracts.
• Develop, execute, and monitor Service Level Agreements for private and public sector clients.
• Manage customer contracts and ensure all deliverables comply with applicable SLAs.
• Coordinate technical projects and continuous improvement initiatives.
• Establish, implement, and manage local infrastructure, resources, or subcontractors.
• Coordinate telephonic and on-site support activities.
• Conduct effective planning and coordination of operational tasks.
• Maintain continuous communication with clients regarding project deliverable schedules (daily/weekly/monthly).
• Monitor profit and loss related to contract execution to maximize profit and ensure revenue recovery.
• Build relationships with potential customers and identify sales opportunities within existing accounts.
• Support financial management through accurate monthly invoicing, improved DSO performance, and optimized operational expenses.
• Monitor and manage all operational reporting requirements.
• Coordinate vendor management activities.
• Liaise with central support functions (Vending, IT, Project Management, Finance, Contracts, Customer Service Desk, etc.).
• Ensure compliance with required health and safety standards for contractors and field staff.

Administration

• Maintain client and contractor engagement minutes and track action items.
• Ensure compliance and governance related to bid requirements.

Requirements

• Relevant tertiary diploma or degree in Engineering, Finance, or IT.
• Project Management qualification (preferred).
• Knowledge of financial and contract management with strong attention to detail.