Operations Manager

Office Beacon South Africa; Johannesburg; On-site; ZAR 600 000 - 850 000; Full time

Job summary

A BPO service provider is seeking an experienced Operations Manager to lead operational excellence and manage multiple client accounts in Johannesburg. You will be responsible for overseeing daily operations, ensuring compliance with South African labour laws, and driving continuous improvement through strong leadership. The ideal candidate has over 7 years of experience in operations management within a BPO or outsourcing environment, with proven skills in KPI and SLA management. This role offers the chance to lead impactful teams in a dynamic environment.

Benefits

Dynamic BPO environment

Impactful leadership opportunities

Collaboration with global stakeholders

Qualifications

• 7+ years of operations management experience within a BPO or shared services environment.
• Proven experience supporting multiple client accounts in a BPO setting.
• 3+ years in a people leadership role managing multi-layered teams.

Responsibilities

• Oversee day-to-day operations to ensure delivery against KPIs and SLAs.
• Drive operational consistency and continuous improvement.
• Lead, coach, and develop Managers and Supervisors.

Skills

Operations management

Leadership

KPI management

Client delivery

Compliance understanding

Education

Bachelor's degree in Business or related field

Job description

Are you a seasoned BPO Operations Leader who thrives in fast-paced, client-driven environments? We’re looking for an experienced Operations Manager to drive operational excellence, lead high-performing teams, and ensure consistent service delivery across multiple client accounts.

🔍 Role Overview

The Operations Manager is responsible for end-to-end operational performance across assigned client portfolios. This includes overseeing daily operations, leading and developing managers and team leaders, ensuring compliance with South African labour legislation, and acting as a key escalation point for clients and internal stakeholders.

Success in this role is measured through strong KPIs and SLAs, client satisfaction and retention, operational stability, and scalable execution.

💼 Key Responsibilities

• Oversee day-to-day operations to ensure delivery against KPIs, SLAs, and client expectations
• Drive operational consistency, efficiency, and continuous improvement across accounts
• Lead, coach, and develop Managers, Supervisors, and Team Leaders
• Partner closely with HR on hiring, onboarding, performance management, and retention
• Act as an escalation point for operational and performance-related client issues
• Monitor and analyse operational metrics (productivity, quality, attendance, attrition)
• Ensure compliance with internal SOPs and South African labour legislation (BCEA, LRA, EEA, POPIA)
• Support scaling initiatives, new client launches, and operational transitions

✅ Qualifications & Experience

• Bachelor’s degree in Business, Management, Operations, or related field (preferred)
• 7+ years of operations management experience within a BPO / shared services / outsourcing environment (essential)
• Proven experience working in a BPO setting supporting multiple client accounts
• 3+ years in a people leadership role managing multi-layered teams
• Strong understanding of KPIs, SLAs, workforce management, and client delivery models
• Solid working knowledge of South African labour laws
• Experience working with global stakeholders and international clients is highly advantageous

🌟 Key Competencies

• Strong leadership, coaching, and decision-making skills
• Data-driven and results-oriented mindset
• Excellent communication and stakeholder management abilities
• Ability to manage complexity, ambiguity, and fast-paced operational environments
• High levels of accountability, integrity, and ownership

📈 Why Join Us?

• Work in a dynamic, growing BPO environment
• Lead impactful teams and high-value client accounts
• Play a key role in scaling operations and driving continuous improvement
• Collaborate with global stakeholders

👉 If you have strong BPO operations experience and are ready to lead at scale, we’d love to hear from you. Apply now or share with your network!