Regional Operations Manager

2 weeks ago

Melbourne, Victoria, Australia beBeeoperations Full time $90,000 - $120,000
Regional Operations Manager

The Regional Operations Manager is responsible for ensuring that daily operations run smoothly within their assigned region. This includes managing service calls, vendors, and client expectations.

Key Responsibilities:
  1. Service Call Management:
    • Dispatch all service calls received from divisions within 48 hours or sooner for urgent requests.
    • Communicate client needs clearly to vendors, ensuring they understand expectations and scope of work.
    • Follow up with vendors on service call progress, ensuring timely updates and resolution of any delays.
  2. Vendor Coordination:
    • Build strong relationships with vendors, understanding their strengths, weaknesses, and trade specialties.
    • Assign service calls to vendors in the order they are prioritized by the RVM and escalate to the RSM or RVM if no vendor can fulfill a request.
    • Hold vendors accountable for service quality, escalating concerns about underperformance or non-compliance to the RVM.
  3. Documentation & Notes:
    • Ensure all service calls and vendor interactions are documented with clear and detailed notes.
    • Maintain accurate records for service calls, quotes, invoices, and any client or vendor communications.
    • Follow up with vendors on all invoices after seven days and escalate to the RSM at 14 days if invoices are not received.
  4. Operational Oversight:
    • Maintain a strong focus on client retention, ensuring satisfaction rates exceed 90%.
    • Monitor systemic issues in the region and implement corrective measures.
    • Obtain quotes from vendors within 24 hours and notify the RSM and FAM if delays occur.
  5. Vendor Development:
    • Collaborate with vendors to improve performance and adherence to company standards.
    • Notify the RVM of vendors that require coaching or replacement.
  6. Compliance:
    • Ensure vendors follow Hero's ROC³ values and comply with all company requirements.
    • Report vendors found subcontracting work or failing to meet documentation standards.
Key Goals:
  1. Dispatch all service calls within 48 hours of receipt.
  2. Obtain vendor quotes within 24 hours of request.
  3. Ensure accurate and detailed notes are provided for 100% of service calls.
  4. Follow up on all vendor invoices within seven days.
Desired Attributes:
  • Strong Organizational Skills: Ability to prioritize tasks and manage multiple projects simultaneously.
  • Excellent Communication Skills: Effective communication with clients, vendors, and internal teams.
  • Analytical Mindset: Ability to identify and address systemic issues.
  • Proactive Approach: Anticipating and resolving potential problems before they arise.

This role requires a collaborative and relationship-focused individual who can drive service quality and efficiency while maintaining strong vendor relationships.

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