Operational Manager

Liham Consulting Pty (Ltd); Durban; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Liham Consulting Pty (Ltd) in KwaZulu-Natal seeks an experienced operations leader to grow and coach a high-performing team. You will drive process improvements, develop leaders, and ensure exceptional client service across the operations function.

This role offers a collaborative environment with opportunities to shape service delivery and operational excellence throughout the organization.

Qualifications

• Matric qualification.
• 8+ years in customer services/operations.
• Minimum 3–5 years in management.
• Proven leadership and coaching abilities.
• Strong analytical, reporting, and stakeholder management skills.
• Excellent customer service orientation.
• Experience with change management and process optimisation.

Responsibilities

• Lead, coach, and develop Operations Team Leaders to foster effective people leadership and build a strong leadership pipeline.
• Create and implement personalized development plans for team members, high-potential employees, interns, and learners.
• Oversee day-to-day operational performance, including client services, bookings, complaints, and administrative functions.
• Promote a culture of accountability, collaboration, continuous learning, and care.
• Develop and implement operational best practices, SOPs, and process controls.
• Identify operational risks and introduce preventative measures.
• Collaborate closely with various departments to ensure seamless service delivery.
• Maintain and improve quality assurance standards, focusing on booking accuracy and documentation.
• Lead root-cause analysis for recurring errors and implement corrective actions.
• Oversee after-hours client support, complaint management, and service recovery.
• Support onboarding, coaching, and development of entry-level employees and interns.
• Foster a coaching culture and support succession planning initiatives.
• Champion technology adoption and system improvements to enhance efficiency.
• Use data and reporting to inform decisions and track performance.
• Drive continuous operational improvements and document standardised processes.

Skills

Leadership

Coaching

Stakeholder management

Analytical skills

Education

Matric qualification

Tools

ERP systems

CRM software

Job description

Join a thriving organization committed to delivering exceptional guest experiences and operational excellence. Our client is looking for a dedicated professional with a passion for developing teams and optimizing processes to contribute to our ongoing success and growth.

Duties:

• Lead, coach, and develop Operations Team Leaders to foster effective people leadership and build a strong leadership pipeline.

• Create and implement personalized development plans for team members, high-potential employees, interns, and learners.

• Promote a culture of accountability, collaboration, continuous learning, and care.

• Oversee day-to-day operational performance, including client services, bookings, complaints, and administrative functions.

• Monitor workflows, productivity, workload distribution, and resource allocation to support business growth.

• Develop and implement operational best practices, SOPs, and process controls.

• Identify operational risks and introduce preventative measures.

• Collaborate closely with various departments to ensure seamless service delivery.

• Maintain and improve quality assurance standards, focusing on booking accuracy and documentation.

• Lead root-cause analysis for recurring errors and implement corrective actions.

• Oversee after-hours client support, complaint management, and service recovery.

• Support onboarding, coaching, and development of entry-level employees and interns.

• Foster a coaching culture and support succession planning initiatives.

• Champion technology adoption and system improvements to enhance efficiency.

• Use data and reporting to inform decisions and track performance.

• Drive continuous operational improvements and document standardised processes.

Requirements:

• Matric qualification.

• 8+ years of experience within the customer services sector/operations environment

• Minimum 3-5 years management experience

• Proven leadership and coaching abilities.

• Strong analytical, reporting, and stakeholder management skills.

• Excellent customer service orientation.

• Experience with change management and process optimisation.

Familiarity with the following:

• Management of operational workflows and quality assurance frameworks.

• Use of operational dashboards and performance metrics.

• Service recovery and client escalation processes.

What We'll Give You:

• An opportunity to lead and influence a dynamic team in a well-established customer services environment.

• The chance to implement innovative operational strategies.

• Support for professional development and career progression.

• A collaborative and engaging work environment in KwaZulu-Natal.