Operations Leader: Coaching, Process Optimization & Growth

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

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.