Reports to: Head of Operations

Direct reports: Branch Cash Operations Managers

Main Purpose of Position

·         Manage the provision of quality Cash Services Solutions (CSS), integrated with the other services

·         Compliance with legislation, company policies, processes and procedures

·         Meeting risk needs and security considerations resulting in satisfied customers

·         Achievement of budgeted financial targets and business strategy

1. Design Secure Solutions (integrated with other service lines)

• Maintain and develop integrated solutions and services
• Provision of a customized customer specific solution, based on risk assessment

2. Deliver customer service resulting in customer retention

• Ensure that all required formal customer meeting are scheduled, attended and minutes of meetings are documented
•  Maintenance of positive customer relationships
• Meet customer retention targets
• Improve the current customer satisfaction ratings year on year

3. Ensure targeted/ contracted operational performance

• Achieve targeted Quality Audit rating, correction plan in place and implemented
• Conduct and oversee quality controls and inspections (including sub-contractors where applicable)
• Manage the maintenance / project process flow and activities that has a direct/indirect impact on the outcome and success of contract
• Implement of best practice obtained from other businesses within the Group or external

4. Ensure effective and efficient employee management

• Employee turnover analysis, proper allocation of employees to work flow and job requirements
• Set and agree objectives and performance standards with management team and ensure cascading through the organization as appropriate
• Monitor performance and provide feedback
• Cost effective utilization of billable hours
• Employees’ training needs are identified and have good attendance of scheduled training interventions
• Maintain good employee motivation levels
• Ensure that performance assessments of all employees are conducted, and corrective action implemented where necessary
• Ensure that all employees, as  code of conduct and disciplinary code, maintain acceptable standards of behaviors at work
• Ensure all disciplinary actions are conducted in compliance with Company policies and procedures
• Succession Planning in place, updated and practiced
•  Accurately and frequently communicate with employees in department
• Ensure maximum participation in Employee survey and action planning
• Foster healthy Industrial Relations with relevant unions with regular contact and consultations

5. Ensure the Health and Safety of employees and customers

• Appoint a Safety Champion, ensuring he or she has attended training
• Ensure that supervisors’ job specifications set out their responsibilities for safety
• Ensure that safety performance measurement and review is conducted in detail at Branch level
• Ensure that a positive safety culture is fostered and developed in their branches
• Ensure that all accidents, incidents and near misses are reported and investigated
• Pursue discipline and rewards policy that punishes very poor safety practices, but rewards good safety practice by putting them up for values awards to the MD/HRD.
• Ensure the safe operation of equipment
• Demonstrate visible leadership in Health & Safety to attain the goal of zero harm
• Lead in the design/ development/ review/ implementation and monitoring of the branch/region/national safety plans for each year
• Lead in safety forums (meetings and safety talks)
• Follow-up on all H&S activities assigned
• Attend safety education and refresher programs
• Comply with safety policies and procedures at workplace
• Distribute safety information as and when required

Minimum Qualifications & Experience

·         Profound understanding of cash operations and track record of excellent operational results.

·         5 years of successful experience as a Manager in a Cash Services Business.

·         Demonstrable track record in applying operations management principles successfully.

·         Well-developed project management skills

·         Appropriate business qualification or extensive experience in the police/military/government service

• Bachelor Degree