Permanent - National Operations Manager - Tunney Germiston - South Africa

1. National Operations Management

•  Take overall responsibility for the day-to-day operational performance of all six branches nationwide.

• Provide strategic direction, leadership and operational support to all Branch Managers.

• Ensure consistency in operational standards, processes and procedures across all branches.

• Develop and implement effective operational structures, systems and controls to improve productivity, efficiency and profitability.

• Ensure that all branches operate in accordance with company policies, Standard Operating Procedures (SOPs), service level agreements and operational requirements.

• Identify operational weaknesses, bottlenecks and inefficiencies and implement corrective action.

• Ensure effective coordination between branches, linehaul operations, warehousing, fleet, drivers, assistants, administration and customer service.

• Ensure that operational challenges are escalated and resolved quickly and effectively.

• Drive continuous improvement throughout the national operation.

2. Branch Performance & Accountability

 The National Operations Manager will have six Branch Managers reporting directly into the position and will be responsible for monitoring and managing their overall performance.

Responsibilities will include:

• Setting clear operational targets and KPIs for each branch.

• Conducting regular branch performance reviews.

• Holding Branch Managers accountable for operational, financial and service delivery results.

• Reviewing branch productivity, staffing, overtime, vehicle utilisation, freight volumes, service levels and operating costs.

• Identifying underperforming branches and implementing improvement plans.

• Ensuring that Branch Managers maintain appropriate staffing structures and operational discipline.

• Ensuring that best practices are shared and implemented across all branches.

• Conducting regular branch visits and operational audits.

3. Operational Reporting & KPI Management

 A critical component of the role will be the development and implementation of accurate, meaningful and timely operational reporting.

• Must have proven senior management experience specifically within the South African break bulk, express distribution and road freight industry

• A deep understanding of the operational and commercial requirements of the industry is essential

• Be a strong leader with the ability to manage senior managers while also understanding the realities of day-to-day transport operations

• Proven senior management experience in break bulk / express distribution – essential

• Strong knowledge of the South African road freight and logistics industry

• Proven experience managing multiple branches and large operational teams

• Experience managing Branch Managers

• Strong knowledge of freight management and distribution processes

• Experience with KPI, OTIF, operational and financial reporting

• Knowledge of linehaul utilisation, freight loss/damage and cost control

• Working knowledge of NBCRFLI and relevant transport industry requirements

• Strong analytical, financial and commercial understanding

• Excellent leadership, communication and negotiation skills

• Strong client-facing and relationship-management capabilities

• Excellent problem-solving and decision-making skills

• Strong computer and reporting skills, including Excel

• Relevant qualification in Logistics, Supply Chain and Transport

•  Branch performance reports

   

   

• OTIF – On Time In Full performance

• Freight volumes and throughput

• Delivery and collection performance

• Linehaul utilisation and efficiency

• Vehicle utilisation

• Route and delivery efficiency

• Freight damage and loss statistics

• Misroutes and incorrect freight allocations

• Claims and claims trends

• Customer service performance

• Overtime expenditure

• Labour productivity

• Cost per delivery / consignment

• Operational costings

• Branch profitability and operational efficiency

• Driver and vehicle performance

• Service-level compliance

• Productivity and turnaround times

• The National Operations Manager must be able to analyse operational data, identify trends and translate the information into practical corrective action.

 Freight Management & Distribution

•  Oversee the complete movement of freight through the national distribution network

• Implement controls to reduce freight damage, loss, misroutes and incorrect deliveries

• Ensure accurate freight handling and accountability throughout the supply chain

• Monitor warehouse and cross-dock efficiency

• Ensure effective utilisation of available transport capacity

• Identify opportunities to improve route planning and network efficiency

• Ensure that freight moves through the network within agreed service levels

• Investigate recurring freight exceptions and implement preventative measures

Linehaul & Fleet Utilisation

• Monitor national linehaul planning and utilisation

• Ensure that available vehicle capacity is maximised

• Review vehicle fill rates and identify opportunities to reduce unnecessary trips and empty running

• Monitor fleet utilisation and operational costs

• Work closely with Fleet Management to ensure vehicles are available and utilised effectively

• Review route efficiencies and transport requirements based on freight volumes

• Assist in developing strategies to reduce fuel, maintenance, overtime and other transport-related costs

Cost Control & Operational Efficiency

•  The National Operations Manager will be expected to have a strong commercial understanding of transport operations

Responsibilities include:

• Monitoring and controlling operational expenditure

• Identifying unnecessary costs and implementing cost-saving initiatives

• Reviewing overtime and labour utilisation

• Monitoring fuel and transport-related expenditure

• Reviewing linehaul and subcontractor costs

• Improving productivity without compromising service delivery

• Assisting senior management with operational budgets and forecasts

• Understanding the relationship between operational decisions, service delivery and profitability

• Ensuring that operational growth is commercially sustainable.

Damage, Loss & Claims Control

• Develop and implement effective controls to reduce freight damage and loss

• Monitor damage and loss statistics by branch, route, customer and operational area

• Investigate recurring incidents and identify root causes

• Ensure accountability where negligence, incorrect handling or failure to follow SOPs results in freight loss or damage

• Work with HR and management where disciplinary action is required as a result of operational negligence or misconduct

• Implement preventative measures to reduce future claims.
• Monitor claims trends and ensure corrective action is taken

Customer & Client Management

•  The successful candidate must be comfortable operating at  senior client-management level.

Responsibilities include:

 Representing the company in high-level client meetings.

• Maintaining strong relationships with key national customers

• Attending service review meetings and addressing operational concerns

• Managing escalated customer complaints and service failures

• Developing corrective action plans where service levels are not achieved

• Negotiating operational solutions with clients and service providers

• Ensuring that customer expectations are aligned with operational capabilities

• Supporting the retention and growth of key accounts from an operational perspective

• Identifying opportunities to improve customer experience and service delivery

Leadership & People Management

• The successful candidate will be responsible for influencing and leading a workforce of approximately 200 employees across six branches nationally

This requires the ability to:

• Lead, coach and develop six Branch Managers

• Establish clear performance expectations and accountability

• Develop a strong performance-driven culture

• Motivate employees at all levels of the organisation

• Address poor performance and operational misconduct decisively and fairly

• Work closely with HR on disciplinary, performance and employee-relations matters

• Identify training and development requirements

• Develop succession and leadership capabilities within the branch network

• Ensure consistent application of company policies and procedures

• Promote teamwork and communication between branches

• Maintain high standards of professionalism, discipline and accountability

• NBCRFLI & Industry Compliance

• A strong working knowledge of the National Bargaining Council for the Road Freight and Logistics Industry (NBCRFLI) and the South African road freight environment is required.

 should understand the operational implications of:

• NBCRFLI requirements

• Working hours and overtime

• Industry employment conditions

• Health and safety requirements

• Transport and road-freight compliance

• Company policies and SOP requirements

• Relevant regulatory and statutory requirements affecting road freight operations

• Will work closely with HR and senior management to ensure that operational practices remain compliant and commercially practical.

 Systems & Process Improvement

Must be systems-oriented and capable of implementing structures that allow management to accurately measure and improve operational performance.

Experience with:

• Freight management systems

• Transport management systems

• Warehouse management systems

• Tracking and scanning systems

• Operational dashboards

• Excel and data analysis

• KPI reporting

• Automated reporting

• Performance management systems

• Must be able to identify where existing systems and processes are not delivering the required results and implement practical improvements

SOP & Operational Governance

• Ensure that company SOPs are consistently implemented across all branches

• Review existing procedures and identify areas requiring improvement

• Develop operational controls where gaps exist

• Ensure Branch Managers are enforcing SOPs consistently

• Conduct operational audits and compliance reviews

• Ensure that operational incidents are properly investigated and documented

• Drive a culture of accountability and compliance throughout the organisation

REQUIRED EXPERIENCE & QUALIFICATIONS

• Proven senior management experience within the South African road freight industry

• Specific experience in break bulk / express distribution is essential

• Experience managing multiple branches nationally

• Experience managing Branch Managers and large operational teams

• A strong understanding of freight distribution and transport networks

• Proven experience with operational KPIs and performance reporting

• Strong knowledge of OTIF and service-level measurement

• Experience with linehaul planning and utilisation

• Experience with freight damage, loss and claims management

• Strong cost-control and commercial awareness

• Working knowledge of NBCRFLI requirements

• Strong understanding of transport and warehouse operations

• Experience implementing operational systems and processes

• Excellent Excel, reporting and analytical skills

• Strong negotiation and client-management skills

• Excellent written and verbal communication skills

• A proven ability to manage pressure and make decisions in a fast-paced environment

• A valid driver's license

• Willingness to travel nationally between branches

• A relevant tertiary qualification in Operations Management, Logistics, Supply Chain Management, Transport Management, Business Management or a related field will be advantageous

PERSONAL ATTRIBUTES

The successful candidate must be:

• A strong and decisive leader.
• Commercially minded and financially aware.
• Highly analytical and solutions-driven.
• Results-oriented and accountable.
• Exceptionally organised.
• Able to manage multiple priorities simultaneously.
• An excellent communicator and negotiator.
• Comfortable dealing with senior executives and major clients.
• Equally comfortable engaging with operational and entry-level employees.
• Hands-on and willing to get involved in operational issues when required.
• Able to challenge existing processes and introduce improvements.
• Capable of holding senior managers accountable for results.
• Able to build strong relationships while maintaining appropriate authority.
• Resilient and able to perform under significant operational pressure.

REPORTING STRUCTURE

The National Operations Manager will report directly to Directors and will have the following direct reports:

National Operations Manager
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6 x Branch Managers
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Branch Operational Teams
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Approximately 200 employees nationally

The role will work closely with HR, Finance, Fleet, Sales, Customer Service and Senior Management to ensure that the company's operational and commercial objectives are achieved.