The posting
This pivotal leadership role is responsible for driving operational excellence and elevating administrative service delivery across all Supagas Branches, Customer Service, and Corporate functions. As the leader of the Administrative Operations team, you will optimize critical transaction workflows, with a dedicated focus on ensuring the precision and timeliness of all order keying and documentation processing. This position is key to maintaining high internal service standards, strategically supporting diverse stakeholders, and championing a culture of continuous improvement within the administrative core of the business.
Role and Responsibilities Accountabilities: Embody the Supagas Safety Vision “Think SAFE, Work SAFE, Live SAFE” and Safety Expectations within all facets of the site and role • Ensure a safe workplace for all staff, visitors and customers reporting all risks / hazards / incidents / near misses and accidents. • Actively participate and facilitate safety risk assessments including Ready for Start-up Review (RFSR), HAZOP, MOC, HAZID and Design reviews • Participate in the Emergency Response Plan (ERP) and help facilitate activities that are planned for the site. • Understand the Supagas Critical Risks, the Controls and Enablers as per the Critical Risk Handbook and how they pertain to your role. • Ensure all staff, visitors and contractors operate within Supagas safety rules including Permit To Work (PTW) requirements Communication and Safety: • Communicate and promote the Supagas philosophy of customer satisfaction through the "Yes We Can" value commitment. • Promote and encourage a Safety-First approach • Have a clear understanding of the Safety Management System and ensure that all personnel under the control of this position have been trained in its operation • Reporting all risks / hazards / incidents / near misses and accidents • Removing or modifying any unsafe processes or systems Team Leadership & Supervision • Lead and manage a team of Admin Officers ensuring high performance and alignment with KPIs • Provide guidance, training, and professional development opportunities for team members, fostering a culture of accountability and collaboration • Ensure that individual and team KPIs are achieved by each team member • Mentor and coach team members on processes Team Leadership & Supervision • Lead and manage a high-performing team of Admin Officers, ensuring consistent achievement of individual and team Key Performance Indicators (KPIs). • Mentor, coach, and guide team members on process best practices, providing targeted training and professional development opportunities to foster a culture of accountability and collaboration.
• Drive performance improvement by actively monitoring team output and implementing corrective actions to meet service level agreements (SLAs). Core Transactional Oversight & Quality Assurance • Manage the daily review and conduct Root Cause Analysis (RCA) of all transaction errors (including order and credit errors), providing strategic reports, actionable insights, and a proactive improvement plan to prevent recurrence. • Ensure the timely and accurate processing of all incoming orders (online, email/fax) and associated documentation. • Oversee and enforce the timely and accurate creation of new Customer accounts in Pronto (or similar ERP), including post-account creation activities. • Ensure all master data updates are processed efficiently, including GSA/BSA resign information, additional location/product setups, and customer detail changes (address, phone, etc.). • Manage the effective investigation and processing of manual adjustment requests and ensure branches' daily batches are reconciled promptly. Stakeholder Collaboration & Service Delivery • Act as the primary point of escalation for complex or dissatisfied customer issues that cannot be resolved by the Admin Officers. • Liaise effectively with internal stakeholders, including Customer Service, Operations, Sales, Accounts Receivables, and Finance, to efficiently resolve customer requests and ensure expectations regarding Quality Assurance (QA) and SLAs are consistently met. • Process and direct customer requests to the appropriate departments, ensuring professional handling, thorough follow-through, and final resolution for every enquiry. • Collaborate with the Admin Support Manager to develop and implement plans for continuous service improvement across all internal and external customer interactions. • Maintain accurate and timely record-keeping (e.g., customer notes) and prepare essential documentation for internal reviews, audits, and compliance checks. • Other tasks assigned by Manager as required from time to time And these tasks and descriptions are subject to change based on the business need and line manager Key Relationships Internal: • Branches • Customer Service Teams • Accounts Receivables External: • Supagas Customers (via correspondence or escalated contact)
