Job Description for the Operations Manager - Telstra Telecommunication Company - Case Study Example

Running Header: Job Description for the Operations Manager Student’s Name: Instructor’s Name: Course Code: Date of Submission: Section 1: Introduction a) Nature of the job to be examined and the organisation The job being examined in this assessment is the Operations Manager (OM) in Telstra Telecommunication Company. It’s important to note however that the objective of many companies is to ensure the smooth flow of its activities so as to ensure continuous productivity of goods and services in order to meet the customer demands. The way to do that is by ensuring that the company has established the position of the operations manager. This is because the work or rather the major responsibility of the OM, is to ensure effectiveness in the overall leadership of the organization especially in terms of finances (Fleetwood and Hesketh 2008, pp. 237). This assessment is in relation with the Telstra Company which is one of the leading telecommunication companies in Australia. Telstra is a telecommunication and information services company which is headquartered in Melbourne. The company’s services include providing door-to-door services to the customers. Some of the services provided include: broadband and internet communication and content and mobile telecommunication services as well as data and other internet services. Telstra has got a very long history in the communication industry of Australia. Even though the company was first established by the federal government, recently it was fully privatized in 2006. The company dates its existence as back as 1901 when the federal government established the Postmaster-General Department (PMG) to oversee to manage and control local telephone and telegraph as well as postal services in the country under the commonwealth government. The name Telstra was first realized in 1995 after changing telecom to Telstra for the purpose of providing domestic services. The company’s major milestones was witnessed in 2010 when the company entered into a Non-Binding Financial Heads of Agreement with one Commonwealth-Owned Company by the name NPN with the primary objective of rolling out the Government’s National Broadband Network (NBN). This strategy was aimed at increasing internet connectivity among the households in the country (Telstra Profile 2010). b) The strategic importance of the position of the operations manager Working with the management team, the position contributes to the overall development and implementation of organizational strategies, policies and practices. This position also allows for interaction with the Board of Directors in important matters affecting the company such as expansion and increase in productivity. Further, this position is important in ensuring the overall improvement in the company systems that are used to serve the customers, the various processes and policies that support the realization of the overall objective of the company. Finally, the position is critical in ensuring effectiveness and efficiency in the production process especially in this era when the cost of doing business is real rising following the general global recession and inflation (Hodgkinson et al 2009, pp. 277). Section 2: a) Job analysis plan Given the circumstances many companies are subjected to when recruiting and selecting new employees to the company, the role of job analysis cannot be overruled. This is because it helps the company in setting out the criteria to apply in choosing one from among many potential employees to join its pool of workers. Job analysis is a process that involves collecting all the relevant information about a certain position in the company. It’s through job analysis that position’s responsibilities and skills as well personal competencies can be determined. While doing job analysis it’s always very important to analyze and fully understand the environment under which one is to work in. this is particularly important in identifying the attributes and capabilities required of an employee to fill a certain position. Taking the case of Telstra Company, the process of employing the Operations Manager (OM), the person who will be expected to oversee all activities of the company, undertaking a comprehensive job analysis will enable the bank to come up with the most suitable strategy to employ the most suitable and competitive candidate from the labor market (Kathy and John 2001, pp. 57). However, job analysis itself involves the aspect of planning. The following is the job analysis plan outline that should be followed by the company in developing a good criterion for employment: The first important step in the analysis plan is to decide on what the company wants to achieve and the relevance of the position to the company. This is particularly important in ensuring that only relevant and factual information is collected. Further, deciding on the methods of collecting data is very important at this stage. To be specific in this case, use both primary and secondary methods is preferable in ensuring collection of detailed information. After deciding on the organizational objectives and the methods to apply in collecting data, the second step in job analysis plan is to consider reviewing the available literature relevant to the position under question. Existing literatures can be sourced from organizational charts, business journals, business magazines and reports from various companies especially those that have the position of the OM. The third stage in developing job analysis plan is to do the actual analysis. This process involves analyzing all the data that has been collected about the position. This process is very critical in that it helps in deciding the activities to be performed by the holder of the position and the kind of environment in which he is to work in. In addition, this stage is important in determining the personal traits capabilities and attributes that are important for the position. Developing job analysis plan also involved the development of the criteria to be used in verifying the validity of the information is especially with the supervisor in the same line. Finally, under job analysis plan, the last thing to do is to state both the job description and specification. This is important in outlining the duties and responsibilities of the OM. b) The rationale for the method chosen As stated earlier in the job analysis plan, there are two major methods that were considered namely primary and secondary methods. The two methods were chosen as it’s considered prudent to have vast information about the job from various sources. Take for instance the case of the primary method. This method comprise of various tools that can be used to collect non-existent information. The tools provided by the primary method and that were used in this case were three namely: the questionnaires, observation and interviews. The reason for applying these tools was to ensure that a variety of information is collected that is important in informing the ways in which the position can be used to improve the overall performance of the company by ensuring high level of efficiency and effectiveness in its operations. Using observation to collect information was considered important in that it was to help in determining some of the recurring activities of the position. Understanding the nature and flow of activities for the OM is important in setting standards for the position holder. On the other hand, allowing the use of interviews was intended to solicit as much information as possible from the company stakeholders and more especially the senior management, the Board of Directors and other employees on what they expect of the position and how they fill the position should be related with other functions. This process is crucial in ensuring that the position is well positioned in relation to the company functions such as finance, IT and marketing (Kramar 2011). Finally, the questionnaires were used to collect specific issues about the position. In this case the respondents were expected to answer specific questions. For instance the respondents were expected to tell on how they perceived the relevance of the position to the company business and performance. Unlike the primary methods, the secondary methods involved researching for information that is already in place on the functions and roles of the OM to the company and the ways they can be used to ensure enhanced productivity of the company. Secondary method involved the use of academic literatures, information from business magazines and journals, Australian Bureau of Statistics (ABS), company magazines and organizational charts as well as company prospects. Analysis of these sources of information is an inevitable process. This is because it helped in providing the background information about the position of the OM and how it can be relevant in a telecommunication company which is already carrying out its business in a very competitive environment. In general terms, the application of both the primary and secondary methods was considered to be effective as it went a step further to inform the company’s predictions on the likely impact of the position to the business. c) The link between job analysis and design and sustainability of an organisation's human resources As discussed earlier in this assessment, job analysis is a detailed process of collecting, analyzing various pieces of information and determining the duties and responsibilities that should be entailed in the position of the OM. Job analysis in this case was done in relation to the position of OM at the Telstra telecommunication company based in Australia. As refilled, in our earlier discussions, the company’s service portfolio include the provision of broadband and internet communication and content and mobile telecommunication services as well as data and other internet services to the Australian households. Job analysis is obligated to determining the specific skills and employee competencies that are considered suitable for this job. Job design on the other hand is concerned with creating processes and systems through which the company can eliminate employee dissatisfaction as a process of doing something repeatedly. In other words, job design is purposed at creating an environment where each and every employee is motivated and inspired to do his work as expected of him (Richter 2011, pp. 2365). Further, job design can make use of job rotation and promotions so as to avoid a situation where the employee is dissatisfied for his to day-to-day activities. on the other hand, sustainability of organizational human resources entails those activities that are enacted to ensure that as the company continues to enhance its productivity, the human resources is also being developed to ensure enhancement of competence and acquisition of new skills through employee training and development programs. Human resource sustainability can also be achieved by enacting human resource policies and procedures that promote fair working conditions. For instance, sustainability of human resources within an organization can be achieved through good company reward programs where individuals are recognized based on the extra effort to put in to the company in realizing its objectives. Based on this analysis therefore, it can be argued that there is some clear link between job analysis and design and sustainability of the organization’s human resources. This is because job analysis helps in determining the required skills and capabilities required of an individual to serve in a particular position and the environment in which one is to work in. job design does the work of making the working environment to be as lively as possible in order to eliminate any element of boredom that may exist. By doing all these, the company will be working towards motivating the employees and making them more committed to the business and the end result is reduced turnover and hence high level of sustainability as illustrated by Deresky (2005, pp. 314). Section 3: a) Position description for the Operations Manager Required Skills and competencies The person to the position of the OM must in possession of these skills: First and foremost the holder of this position is expected to have demonstrated high level of understanding and overall knowledge and experience in service management and effectiveness in the implementation of the best operations management practices. Second, the holder of the position is expected to have good leadership skills and ability to manage the organizational vision by different employee groups and other company projects. Third, the ability to relate well with others and use of collaborative management styles where all people are involved. Fourth, the OM is expected to be in possession of strong communication and analysis skills. In addition, the OM should be a person who is an excellent people manager by offering open directives and promoting teamwork. Finally, the other skills and competencies that are considered key for this position include the ability to persuade, delegate duties and responsibilities and the ability to ensure comfort while working in much diversified environment. Educational and training requirements For any person to qualify for this position, he must be able to have the minimum qualifications as outlined below: First and most important the holder of this position must be in possession of a first degree in business and an MBA in Operations Management or any equivalent. In addition, the person must have at least years of working experience in the same position or as a Deputy Operations Management (DOM) in the company operating in the telecommunication industry. This is especially important in ensuring that the potential employee is not just in possession of the required training and experience but also its relevance to the industry. In addition, vast experience will ensure that one is able to interpret and analyze various trends in the telecommunications and the major activities that have to be committed to ensure high level of service delivery. Duties and responsibilities Improving the company’s operational systems, policies and procedures that support the organizational mission, better management, adequate and constant flow of information and organizational planning as well as business processes. Managing and increasing the efficiency and effectiveness of various support services such as human resource, information technology and finance as well as marketing by ensuring constant improvements in coordination and communication among different business functions. Participate in long-term planning of the company activities that are intended in creating operational excellence. Overseeing the overall management and investment of finance, planning of operations and systems as well as controls. Attend regular meetings with the Chief Executive in order to address issues surrounding fiscal planning. Organizational effectiveness Managing all company functions Providing consultancy services in matters related to fundraising and investment Risk management Oversee the company’s issues related to insurance policies Work as a liaison in the legal counsel that handles legal issues such as copyright, antitrust and governing instruments as well as establishing partnerships. b) Job advertisement Career opportunity The Telstra Telecommunication Company of Australia is searching for the services of the most suitable candidate who can be able to serve in the position of the Operations Manager Qualifications MBA (Operations Management) or any other equivalent Additional training in areas such as finance, law, project management and insurance is an added advantage Minimum of eight years working experience in the same position or as assistant operations manager in a busy company that is operating in the telecommunication industry Age The suitable candidate to this position is expected to be between 35 and 45 years of age with stable health conditions Salary and other benefits The salary paid for this position is very attractive and is directly related to experience held by an individual Any interested candidate who is in possession of the minimum requirements is hereby requested to submit his handwritten application together with detailed curriculum vitae with three referees and their contacts by or before 15th May 2012. c) Job advertisement media Placing the job opportunity in the media is a very important aspect of the process of recruiting and hiring a new employee. This part of the examination will seek to establish the various modes that the company may decide to use in advertising this job opportunity to the public. Before discussing the specific advertisement modes that can be used by Telstra to advertise this job, it’s important to highlight some of the factors that the companies must take account before settling in a particular media. First and foremost, there is a coverage factor. The coverage is described as the geographical region in which the company wants its advertisement to reach. There is also the issue of cost. Some media are relatively cheap and many companies can afford their services. The other factors include the urgency to fill the position, the skills and capabilities being searched for and reliability. In reference, to the Telstra Company, the advertisement of the post of the Operations Manager can be done through the following media: the internet, local newspapers and magazines, business associations, universities and colleges and through the recruiting agents. To start with, the internet is the most recent media where the company may consider putting its advertisement (Deresky 2005, pp. 312). This media can be a preferable mode because it less costly and its faster in sending the advertisement. This is because within a fraction of a second, the advertisement can reach the whole world. In addition, this method is very critical when the company is looking for certain skills and competencies which might not be readily available locally. However, the weakness with the use of the internet is that it’s limited to those groups of people who are in access to the internet. As a matter of fact, the majority of the people world over, still is struggling to access the internet services. To supplement the use of internet, Telstra Company may also decide to use the local magazines and newspapers to make its advertisement. Even though this media is perceived to have limited coverage, it’s the commonly used media. This media is particularly preferable in a situation where the company issue of the existence of the skills and competencies is looking for locally. In addition, magazines and newspapers are the most recognized form of media where many potential candidates may be looking at to search for new jobs. The other advantage with this media is that, unlike the internet, the information cannot easily be hacked and there is always that content may remain the same as original for relatively longer period of time. Using a variety of media to advertise this post by Telstra Company is advisable. This is because it will enable the company to widen its search and provide an opportunity for as many candidates who are qualified to compete in a fair and transparent manner. This therefore may require the company to go a step further and advertise this post in the business associations. Business associations are made of two or many companies from a particular industry come together to pursue a certain agenda. Posting this advertisement in the association’s media, there is a possibility that the company will attract most qualified members from the industry and who are members of the association. This is because many of the business associations are made of professionals (Sheehan and Sparrow 2012, pp. 2393). The other available method that Telstra will consider to use is the universities and colleges. This is one area where wonderful brains exist which can make operations managers. Finally, there is the option of using the recruiting agents. The advantage with the recruiting agents is that they have got a very wide coverage. This is because most of the recruiting companies are established and have their networks across the globe. This is particularly important when a certain skill can be spotted and has to be searched for extensively. In general terms, use of a variety of media although costly, could provide the company with an upper hand in getting the most competitive OM who can make great impact in the company’s performance (Richter 2011, pp. 2433). d) The usefulness job descriptions World over, the concept of job description applied by the human resource professionals, has continued to gain recognition and appreciation by many employers globally. This trend is attributed to its role in ensuring that the company is bale to recruit the most suitable and competitive staff. The world of business is all about the ability to cope with the existing competition. This is because every organization is doing what it can to make sure that it remains at the top of the game. According to Kathy and John (2001, pp. 2404), competitive advantage is mostly attributed to the crop of employees that the company has. However, it is not easy to acquire a competitive workforce if it’s not aware of what it wants. It’s through the understanding of the company’s objectives that the business will be able to determine what its looking for in an employee. The job description therefore is a guideline to searching for the most competitive employee. In addition, in the modern business where employees are increasingly becoming very aware of their rights, job description is used to provide an overview of what is expected of them. This is considered a very crucial step to avoiding situations where the employees apply for jobs without knowing where they are entering. Job description therefore is important in ensuring that the employee is fully aware about the expectations of the job. Further, this can help in avoid issues that are related to industrial relations as a result of failure to understand what are one’s job obligations and terms of work. In addition, job description is very critical in assisting the employer to understand the significance of the position to the overall performance of the company. This further makes it easier for the employer to determine the traits that the company is looking for. A well defined and elaborate job description also provides for determining the level of training and education that the employee is expected to have. Job description is also known to clearly spell out the duties and responsibilities of the holder of a particular position. For many years now, job description has been known to be providing a criterion that has to be followed while interviewing the applicants. This simplifies the whole process and can be time saving for the employer (Richter 2011, pp. 2407). Further, job description can be used by the employer to determine the orientation needs for the employer and parameters that can be used to evaluate the performance of individuals. In general terms, job description is known to guide the employer on what kind of capabilities that should be looked for and that are important in affectively positively the overall performance of the company. Finally, job description can be used as policy guideline to hiring, evaluating the performance of employees and dismissing the services of non-performers (Deresky 2005, pp. 346). ]] References Deresky, H 2005, International Management: Management Across Borders and Cultures. London, Pearson/Prentice Hall. Fleetwood, S. & Hesketh, AJ 2008, Theorising Under-theorisation in Research on the HRM – Performance Link, Personnel Review, Vol. 37, Vol. 2, pp. 237-319 Hodgkinson, G., Sadler-Smith, E., Burke, L., Claxton, G & Sparrow, PR 2009, Intuiton in organisations: Implications for strategic management.  Long Range Planning.  Vol. 42, No. 3, pp. 277-297. Kathy M. & John M. 2001, Designing and aligning an HR system, Human Resource Management, Vol. 11, No.2, pp. 57–72. Kathy M. & John M. 2001, Globalising the international mobility function: the role of emerging markets, flexibility and strategic delivery models. International Journal of Human Resource Management, Vol. 23, No. 12, pp. 2404-2427. Kramar, et al 2011, Human Resource Management – Strategy, People, Performance, 4th edn, New York, McGraw-Hill. (ISBN: 9780070287112). Richter, AW, Dawson, J F & West, MA 2011, The effectiveness of organizational teams: A meta-analysis. International Journal of Human Resource Management. Vol. 22, No.14, pp. 2749-2769. Sheehan, M and Sparrow, PR 2012, Global human resource management and economic change: a multiple level of analysis research agenda. International Journal of Human Resource Management, Vol. 23 No. 12, pp. 2393-2403. Telstra Profile 2010 http://www.telstra.com.au/abouttelstra/company-overview/telstra-profile/ Read More