Operations Manager - South Africa

at  Iron Mountain

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let’s start the conversation.

JOB SUMMARY:

• This position leads other Operation Managers with a team of more than 150+ employees and coordinates and executes the implementation of the programs and service offerings.
• Ensures hands-on active leadership by holding managers and supervisors accountable and ensures safety and security procedures are followed. Works closely with the user base to evaluate, researches and recommends information management solutions.
• The position will also provide subject matter expertise support for solution engineering and ongoing process improvement.

FUNCTIONAL KNOWLEDGE, SKILLS AND COMPETENCES:

• Thorough knowledge Mortgage Industry surrounding document custody operations
• Knowledge of mortgage collateral documents as it pertains document storage and certification
• Strong organization and planning skills for teams larger than 175 employees
• Effective management skills, including proven ability to lead and motivate people
• Ability to develop and implement strategic plans to meet service level agreements consistently
• Ability to communicate clearly to customers
• Ability to apply decisions, and to think in broad terms, considering the impact of decisions across the entire company
• Ability to analyze data reports for trending, billing and production goals
• Excellent written, oral and formal presentation skills
• Ability to multitask and prioritize issues in a complex environment
• Proficiency in computer skills in a PC environment including Microsoft Word, Power Point, Outlook and Excel
  Financial Acumen: Solid understanding of financials and how to use reporting for trending and pipelines to forecast activity and labor requirements, while understanding the impact to the operation.
  Leadership: Responsible for driving a strong culture of leadership consistent with standards and approaches to talent assessment. Ensures development plans are in place, reviewed and completed by all exempt as well as any high potential hourly employees.
  Problem Solving: Finding the balance between workload and staffing. Performing time studies to achieve the most efficient and effective production workflow/process. Analyze quality reports to produce preventative actions. Process improvement using Lean Sigma or other methodologies regularly.
  Nature of Impact: This role is critical to the success of customer facing programs. Solid understanding and ability to increase performance and drive production to exceed customer service levels.
  Area of Impact: Directly impacts Digital Solutions, Secure Shredding, Data Management and Records Management revenue by market and territory.
  Interpersonal Skills: This position requires interaction with multiple areas of Iron Mountain and Client with greater focus on local market communication. External communication may consist of frequent Customer meetings, written and verbal communication daily. Ability to communicate effectively current processes, service levels and challenges.

SPECIAL REQUIREMENTS:

Local travel: 10%
Overnight travel: 5%
Education: 4-yr Degree, with postgraduate qualification.
Experience: 10+ years
Advanced English

• Prepares program objectives in accordance with long-range plans and mission set by management
• Serves as the primary day-to-day contact to include planning, documenting and execution of targeted timelines, as well as the day forward aspects of the operations.
• Leads internal team calls and meetings with the project team, division and districts as well as with customer to move implementation through all phases and to ensure open communication and program progress. Maintains the day forward communication between client and operations.
• IT point of contact for implementation and issue resolution for internal and external person(s) as well as ticket follow-up and input.
• Develops project plans and utilizes reporting tools to measure quality, security, timelines and compliance to program requirements, while recommending workflow solutions.
• Identifies challenges along with troubleshooting through operational issues as they arise while escalating to Operations Manager or appropriate team.