Mission/ Core purpose of the Job:

Perform Specialised Cleaning Tasks on a per-site and as-required basis. Tasks will range from Basement Cleaning, Carpet Cleaning, Emergency Cleaning, Disinfections, etc.

Expected duties:
• Maintain personal health, hygiene and professional appearance
• Controls the Clients chemicals i.e. dilution, mixing and issuing of the chemicals
• Maintain the cleaning equipment provided in a safe an acceptable condition
• Ensure correct products are obtained by following correct processes and instructions of use
• Do daily checks and follow-ups on all equipment and stock levels
• Complaints and customer management skills
• Must be able to solve problems by using initiative
• Must report maintenance, safety concerns to manager day to day as they arise

Reporting:
• Identify and prepare relevant information and data for reporting purposes
• Make logical deductions and draw conclusions that can be motivated
• Prepare and submit clear, concise and relevant reporting in line with reporting requirements to the relevant line Manager.

Quality Management:
• Input into the development of systems and processes to continuously identify quality constraints and improve on re-occurring problems
• Input into the establishment of systems and sound practices in order to comply with best practices, legislation or other regulations and guidelines
• Establish and maintain quality standards that will enhance the overall functioning of the building and the services and cost efficiency
• Work consistently according to standard operating procedures
• Understand the quality standards of the job and the reason for these standards, and communicate these reasons to others
• Understand and communicate the consequences of not maintaining quality focus (consequence management)
• Identify processes and procedures where the quality of work may be improved
• Analyse situations and take necessary action to ensure quality is maintained
• Seek feedback from clients and stakeholders and continuously seeks ways of improving on quality and customer service standards
• Define and monitor the execution of processes and procedures regarding facilities soft services
• Ensure that all processes and procedures implemented are aligned to the set operational framework
• Ensure that workflow continues without interruption
• Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance

Customer Satisfaction:
• Align service delivery to changing needs of the Client
• Ensure customer needs and requirements are satisfied
• Put contingency plans in place to prevent delays and enhance the customer experience
• Adopt a proactive approach to prevent problems from arising in the future
• Initiate change to continually improve all aspects of service delivery
• Drive continuous improvement as an important element of service delivery
• Identify trends and patterns pertaining to customer requests and needs to continually improve all aspects of service delivery
• Maintain relationships with strategic suppliers
• Improve customer satisfaction.
Supervisory / Leadership / Managerial Complexity:
• Directing, guiding, motivating and influencing all, supervisors, cleaners, general workers and vendors to enable effective service delivery.
• Manage the BSS Soft Services, aligning it to the overall Infrastructure strategy
• Advise Managers / Supervisors, who will be responsible for day-to-day management of Cleaning and Hygiene at the respective sites.
• Employee relations and collaborative teamwork
• Contribute as part of the BSS Team

Role Complexity:
• High standards of service delivery at all levels.
• Investigate, propose and implement innovative and quality Cleaning and Hygiene solutions.
• Ensure the implementation of, policies and procedures.

Responsibility towards:
 Direct reports, Managing Director
 Matrix reports, Executives and Managers
 Key customers, All.
 Key suppliers, Outsource Soft Services Vendors
 Relations, All suppliers, contracted consulting companies, all internal clients

Independent thought and Judgement:
Advise decisions within parameters of policy, budget, business plan and a per agreement with line manager

Authorities:
As per delegation of authority

Education:
Matric

Experience:
• 5-10 years experience in a major corporate environment in the cleaning and hygiene field
• Sound knowledge of SLA and KPI management

Knowledge:
• Risk Management
• ISO 9001
• SHE Management
• Computer literacy

Skills / Physical competencies:
• Problem solving and feedback Skills
• Relationship building
• Performance reporting
• Communication
• People management
• Negotiation
• Conflict resolution
• Time management, specifically the ability to prioritise
• Risk management
• SHE analysis
• Proactive planning
Behavioural qualities:
• Service orientated
• Patience
• Team player
• Ability to handle stress
• Ability to handle fast pace and rapid change
• Consultative approach
• Self starter

General working conditions (e.g. shift work, driver’s license, specific tools, special clothing, environmental requirements, etc.)
• Code 08 drivers licence (Preferred)
• Should there be the requirement, the ability to work long hours under constant work pressure.
• Ability to travel to regions and at times with short notice. ( Stay away from home )
• There may be a requirement on occasion to work weekends.

KPA Quality Standards
• 100% in line with BSS strategic plan
• Expenditure within budget
• Timely and accurate reporting
• Employee satisfaction index
• Objectives set for the unit
• Team motivation ( Includes Outsource FM Supervisors / Staff )
• Achievement of internal customers KPA’s
• Achievement of internal processes KPA’s