Operational Manager

SUMMARY:
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POSITION INFO:
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. If you are ready to make a meaningful impact through leadership and operational excellence, we invite you to apply and become part of our journey towards continued success.