Job Overview
Business Segment: Group Functions
Location: ZA, WC, Cape Town, Heerengracht Street
Job Type: Full-time
Job Ref ID: 80365081A-0001
Date Posted: 8/25/2025

Job Description

The Operations Manager is to lead and manage the performance and delivery of the RES Commercial Facilities Management functions, together with the 3rd party Outsourced Business Partner teams in the strategic planning, execution and drive an enhanced Customer experience across the RES Commercial managed sites, across both the Cape Town and Gqeberha portfolio. This role ensures that buildings, infrastructure, and support services operate efficiently, safely, and in alignment with organisational goals and objectives with defined standards of service; this includes soft services. Drive a focus on service benchmarking, process improvement, cost reduction and innovation through the ongoing coaching and mentoring of the Facilities Management Operations team.

Qualifications
National Degree in Facilities Management and Hospitality Management.
Accreditation with Green Build Council South Africa (Accredited Professional – New and / or Existing Builds.
Accreditation with SAFMA – South African Facilities Management Association (Accredited Facilities Professional (AFP)
Three-year FM certification or qualification.

Experience Required:
Collaborate with the RES value-chain to ensure seamless service delivery. Monitor and improve client satisfaction through surveys, feedback loops, and service audits Engagement & Interaction: Frequency and quality of client interactions across managed sites.
Resolving client complaints by restoring trust, protecting relationships, and turning a negative moment into a positive experience.
Act as a strategic partner to Business Units to understand their space, service, and operational needs. Participate in workplace strategy planning, ensuring facilities support evolving hybrid work models, employee wellness, and productivity.
Coordinate with IT and security teams to ensure seamless integration of building systems, access control, and smart technologies.
Additional Information

Key Responsibilities:
Develop and implement long-term facilities strategies aligned with the business objectives and ensures provision of soft services e.g. cleaning, hygiene, pest control, office plants, garden landscaping, parking management, mail and courier management, confidential document shredding, waste management, wellness centers, hospitality and building fabric maintenance services to clients in the managed site/s,
Execution to be undertaken through the bank’s specialist Direct and Outsourced Business Partners. Serve as the primary liaison with senior leadership, stakeholders, and external partners. . Act as the Assistant to the 16.2 Assistant, Health and Safety Representative for the RES Commercial managed building. Support and implement Emergency Preparedness, Business Resilience Operating Standards, Information Risk and Incident Management.
Monitor and manage risks related to Health, Safety & Environmental (HSE) Compliance: Implement corrective and preventive actions (ensuring all incidents are captured withing 48 hours and review and apply learning). Promote a culture of safety through training, signage, and regular safety drills and business Continuity & Emergency Preparedness: Support Business Continuity Plans (BCPs) and Emergency Response Plans (ERPs) for the managed building. Ensure the building Call Tree structure / contact details are updated at all times.
Oversee the full lifecycle of vendor and contractor agreements—from selection and negotiation to renewal and termination
Define and enforce SLAs for all managed outsourced services. Monitor contract performance and conduct regular audits and reviews. Identify opportunities for improved efficiency and ensure cost-effectiveness. Act as the escalation point for contractor-related issues. Build strong, collaborative relationships with key service providers

Behavioural Competencies:
Adopting Practical Approaches
Articulating Information
Documenting Facts
Exploring Possibilities
Generating Ideas
Interacting with People
Making Decisions
Meeting Timescales
Providing Insights
Taking Action
Team Working
Upholding Standards

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