Operations Manager

Job description

Purpose of role:

The Operations Manager is responsible for managing and overseeing the operations team to ensure effective and efficient processes are maintained, service level agreements (SLAs) are met, and continuous improvement and innovation in operational practices are pursued. This role plays a crucial part in maintaining operational excellence and contributing to the overall success of the organization.

Key responsibilities:

• Manage and oversee the operations team, ensuring processes are followed, and SLAs are achieved.
• Assist the head of department (HOD) with projects and implement efficiencies throughout the department.
• Develop staff to promote continuous learning and growth within the team.
• Ensure various SLAs are met and internal audits on processes are passed with 100% compliance.
• Address and clear queries daily across multiple platforms (email, Zendesk, WhatsApp) and ensure effective communication with the team.
• Manage, implement, follow up on, and communicate changes in projects efficiently.
• Collaborate with other departments to create additional efficiencies.
• Train, manage, and distribute tasks to the operations team.
• Maintain consistent and accurate creation and updating of Standard Operating Procedures (SOPs).
• Provide timely reporting of statistics on projects on a weekly to monthly basis.
• Manage and execute ad hoc tasks as needed for business requirements.
• Participate in the development and execution of the organization's strategic plan.
• Balance execution of predefined tasks with innovative project work.
• Engage in long-term planning and vision for the department.

 

Core competencies:

• Problem-solving skills
• Organizational skills
• Good communication skills
• Attention to detail
• Analytical skills
• Adaptability
• Process-driven thinking
• Project management skills

Requirements

• Minimum 3 years of experience in a managerial position within the operations of any industry.
• Intermediate to Advanced skills in Excel.
• Proven experience in operationally and process-driven roles.
• Matric qualification is required; tertiary education in the form of a diploma or degree is advantageous (finance, project management and business).
• Ability to interact effectively with various internal and external stakeholders, including the full operations team, heads of departments, and staff in all departments.
• Experience in managing a team, including operations coordinators, administrators, and specialists.

Posted on 01 Sep 12:11, Closing date 31 Oct