Foreign, Commonwealth and Development Office (Operations and Corporate Services)
Corporate Services Support
Main purpose of job:
The Corporate Services Team in South Africa is responsible for delivering various services to both UK Based diplomatic staff and country based staff across South Africa.
The Transport and Protocol Manager will manage the Transport and Protocol teams with over 16 employees, which include the officers and drivers across the network, whilst delivering a quality and professional service for a demanding operation. Therefore previous management experience is fundamental for this position.
This position is the main liaison between the British High Commission and the key South African government organisations. It will also facilitate and manage relationships to ensure UK-based staff obtain all necessary assistance upon arrival in country, during their stay and when departing the country. The successful candidate will be required to resolve complex queries whilst adhering to official policies and processes, therefore excellent co-ordination, pro-active problem solving and communication skills are essential. This position will also be responsible for ensuring the teams produce a high quality administration function to various stakeholders to secure first submission approvals.
The Transport and Protocol Manager will further be required to manage all aspects of the transport fleet which includes over 50 soft skin- and armoured vehicles, whilst ensuring the delivery of an elite and professional service to customers. This position is required to work in conjunction with the security team to ensure the safety and security or all drivers and passengers including VIP visits. The successful candidate will be responsible to ensure the transport operations are in line with the various service level agreements (locally and from headquarters), policies and processes at all times.
Roles and responsibilities:
The below roles and responsibilities are general guidelines. They are not limited to the detail below and are subject to change from time to time with prior consultation.
- The successful candidate will manage a quality customer service. Duties will include managing/reviewing the various service mailboxes (protocol and stationery), ensuring all queries are responded to within 24 hours and providing a pro-active quality response to customer queries, daily walk-in customer service, communicating and working in partnership with all relevant departments such as security and estates with regards to all relevant enquires received, etc.
- Familiarise, understand and cascade best practice and/or training with regards to the Corporate Service Charter. This documentation outlines the service level agreement between Corporate Services and Partners across Government and will assist you to manage the relationship with your customers. You will also be responsible for updating this documents and all annexes as the operational requirements changes.
- Manage a quality, pro-active and consistent customer service for new arrivals. This will include duties such as regular review and updating welcome packs, post information (i.e. Corporate Services Charter), arrangements around heavy baggage /unaccompanied airfreight (UAF), Certificate A’s, continues and consistent customer engagement, bank letters, meet and greet on arrival date, etc. Deliver induction for all new UKBased arrivals on their first day in the office.
- Regular monitoring updates and cascade best practice and/or training with regards to the Department for International Relations (DIRCO) standard operating procedures and service level agreements for new arrivals/departures, vehicle registrations, de-registrations, Licensing, VAT claims, etc. These duties include the updating or implementing process maps and/or workflows on process such as announcing new arriving UK Bases staff member, the accreditation process of compiling and submitting supporting documentation (passport copies, note verbal’s, accreditation forms, etc), obtaining diplomatic identity documentation and residency permits, short term postings, extending postings, supporting the team to assist customer to prepare the required forms and supporting documentations for instance permission to purchase/sell, Certificate A’s, submitting applications to the South African Review Services (SARS), imports, working in partnership with the SA Licensing Department, Departure processes, e.g. assist with heavy baggage / unaccompanied airfreight UAF, etc.
- Manage a quality, pro-active and consistent customer service for all UKBased and CBS. This will include duties such as preparing note verbal’s to fellow embassies to assist with visa applications, general enquiries, etc.
- Manage accurate record keeping within the protocol team. These duties include ensuring that all files are current and up to date; schedules, such as the staff establishment list, are easily accessible and up to date and in line with the UK data protection act.
- Managing all aspects of the transport fleet for South Africa. These duties include, but are not limited to maintaining all vehicles in accordance to UK guidance and local laws, registrations and licencing, ensure insurance cover for all vehicles and passengers, maintaining detailed records of vehicle servicing and inspections, ensure prompt and minimal down time on repair vehicles, scheduling/rotating of vehicles for operational efficiency, manage transport kits including updating registers of first aid kits, drivers first aid training, analysing data to increase operational efficiency, developing strategies for greater fuel efficiency, etc.
- Manage the transport fleet rotation which includes updating and maintaining the fleet asset register and 5 year rotation strategy. Preparing of capital purchase bids and purchasing of vehicles (local and/or imports). Disposing of depreciated vehicles and updating the fixed asset registers on Hera.
- Managing the transport operations including monitoring driver behaviour and ensuring a high level of customer service and professionalism, overseeing transport bookings to ensure compliance and consistency, ensuring drivers overtime and mileage claims are kept at a minimal, resolving all HR aspects of the transport pool and ensure mandatory training is completed regularly. Monthly monitoring and reporting on vehicle tracking system to improve driving skills.
- Deliver on the OneHMG memorandum on the understanding and the local Corporate Services Charter service levels and mitigating any operational risks.
- Effective budget management and reporting of the transport and stationary budget. This includes providing an evidenced annual forecast and monitoring monthly spend to forecast. Managing all credit card spend for the transport and protocol teams to ensure risk free compliance. Procurement and contract management of key suppliers, including managing KPI’s, service delivery, etc.
- Wider mission involvement at events and functions may be required from time to time.
Resources managed (staff and expenditure):
- Line manager of 3 Protocol officers, 1 Transport Supervisor and 14 Drivers. Tasks include full responsibility for performance management, leading on tasking and resourcing the protocol team and ensuring sufficient cover throughout the year. (E.g. Performance Reviews, training, leave planning, uniforms, etc.)
- 3 – 5 Years Line Management Experience Essential
- Excellent communication and relationship building skills
- Strong Administration skills and attention to detail and initiative
- Good customer service skills coupled with an ability to handle difficult customers
- Ability to work under pressure and problem solving skills
- Good organising skills
- 3 Years Protocol Experience within a diplomatic mission
- Previous Fleet Management Experience within a diplomatic mission
Changing and Improving, Making Effective Decisions, Managing a Quality Service, Delivering at Pace, Communicating and Influencing, Working Together
1 February 2023
Executive Officer (EO)
British High Commission
1 March 2023
- Please complete the application form in full as the information provided is used during screening.
- Please check your application carefully before you submit, as no changes can be made once submitted.
- The British High Commission will never request any payment or fees to apply for a position.
- Employees recruited locally by the British High Commission in Pretoria are subject to Terms and Conditions of Service according to local employment law in South Africa.
- All candidates must be legally able to work and reside in the country of the vacancy with the correct visa/work permit status or demonstrate eligibility to obtain the relevant permit.
- The responsibility lies on the successful candidate to:
- Obtain the relevant permit
- Pay fees for the permit
- Make arrangements to relocate
- Meet the costs to relocate
- The British High Commission do not sponsor visas/work permits except where it may be local practice to do so.
- Employees who are not liable to pay local income tax on their Mission salary may have their salaries reduced by the equivalent local income tax amount.
- Information about the Civil Service Success Profiles can be found on this link: https://www.gov.uk/government/publications/success-profiles. Please note: AA=A1, AO=A2, EO=B3, HEO=C4, SEO=C5
- Reference checking and security clearances will be conducted on successful candidates.
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