Operations Manager

Recruit-It; Wes-Kaap; On-site; ZAR 700,000 - 1,100,000; Full time

Job summary

Recruit-It seeks an experienced Operations Manager to oversee daily operations and key customer relationships. You will optimize processes, lead diverse teams and ensure SLA compliance while driving efficiency to support business objectives.

The role requires strong people-management and strategic thinking to balance priorities and deliver high service standards in a fast-paced environment.

Qualifications

• Minimum 5 years in Operations Management or similar leadership role.
• Experience in retail or IT sector advantageous.
• Proven ability to manage diverse teams and SLAs.

Responsibilities

• Oversee daily operations across retail networks ensuring standards and process consistency.
• Lead and mentor a diverse team of agents, technicians, coordinators and contractors.
• Monitor SLA performance and ensure timely resolutions of issues.
• Coordinate with Project, Technical and Development teams to plan installations and rollouts.

Skills

People management

Leadership

Operational efficiency

SLA management

Stakeholder communication

Education

Bachelor's degree in Business/Operations

Tools

CRM software

IT ticketing systems

Job description

Our client is seeking a highly organised and strategic Operations Manager to oversee the day-to-day operations of their business and key customer relationships.

The successful candidate will focus on optimising operational processes, leading diverse teams, ensuring compliance with Service Level Agreements (SLAs), and driving operational efficiency to support their business objectives.

The company is looking for a strong leader who has excellent people-management skills, and is passionate about delivering exceptional operational performance.

Job duties include:

Daily operations:

• Oversee daily operations across the company retail networks, ensuring seamless process execution and adherence to company standards.

Team leadership and mentorship:

• Manage, lead and mentor a diverse team of first-line support agents, technicians, coordinators and contractors.
• Drive accountability, performance and high service quality standards across the team.

SLA compliance:

• Monitor and ensure strict compliance with SLAs for various clients and systems.
• Ensure technical and operational issues are resolved within agreed turnaround times.

Process improvement:

• Identify and implement improvements to enhance operational efficiency, reduce system downtime and improve customer satisfaction and team performance.

Project coordination:

• Coordinate with internal departments, including Project, Technical and Development teams, to effectively plan and execute installations and rollouts as required.

Reporting and analysis:

• Review and analyse operational reports, including monthly performance metrics, ticket resolutions and contractor updates.
• Present relevant operational insights and recommendations during management meetings.

Documentation and auditing:

• Ensure accurate documentation and auditing of operational activities, including ticket resolutions, stock swaps and contractor site visits.

Contractor management:

• Manage relationships with external contractors to ensure effective communication, timely service delivery and compliance with company policies.

Personal and leadership requirements:

• Strong people-management and leadership skills.
• Strong problem-solving and analytical skills.
• A leader who is capable of taking control and providing direction when needed
• A strategic thinker with the ability to balance operational priorities and long-term objectives.
• Highly organised and able to manage multiple priorities simultaneously.
• Excellent communication and conflict-resolution skills.
• Able to work effectively under pressure and meet tight turnaround times.
• Results-driven, solutions-focused and committed to delivering a high standard of service.

Experience:

• Minimum 5 years of proven experience in Operations Management, Technical Support Management or a similar leadership role.
• Experience within the retail or IT sector will be advantageous.
• Proven experience managing and developing diverse teams.