Operations Manager & Client Liaison

SUMMARY:
The Operational Manager & Client Liaison plays a vital role in ensuring the efficient operation of Kriel Care's services and upholding our standard of compassionate, client-centered care. This role bridges operational management and client support, guiding families through the care journey while coordinating caregiver teams and improving internal processes. Key responsibilities include administrative coordination, payroll management, financial communication, and continuous system development.

POSITION INFO:
Roles and Responsibilities
Position Overview:
The Operational Manager & Client Liaison plays a vital role in ensuring the efficient operation of Kriel Care's services and upholding our standard of compassionate, client-centered care. This role bridges operational management and client support, guiding families through the care journey while coordinating caregiver teams and improving internal processes. Key responsibilities include administrative coordination, payroll management, financial communication, and continuous system development.
Key Responsibilities:
Client Liaison & Relationship Management

• Serve as the first point of contact for new client inquiries via phone, email, or WhatsApp
• Offer empathetic guidance and support to families seeking care solutions
• Schedule and conduct or coordinate care assessments
• Establish and manage communication channels with clients and care partners, including WhatsApp groups
• Provide emotional support during care transitions
• Maintain regular follow-up and client satisfaction through courtesy calls

• Oversee the client experience from initial inquiry to ongoing care delivery
• Coordinate caregiver assignments and scheduling
• Ensure all onboarding processes are completed: SLA agreements, CRM updates, invoice generation, and communication setup
• Monitor care quality and ensure consistency in service delivery
• Plan and coordinate weekly home visits and follow up with detailed reporting

• Manage incoming and outgoing communications including emails, calls, and WhatsApp messages
• Draft and send follow-up messages after visits and assessments
• Maintain accurate and up-to-date client documentation within CRM and internal systems
• Liaise with the company accountant to ensure timely and accurate billing and reporting

• Manage monthly payroll for all care staff
• Verify and process hours worked, service packages, and operational fees
• Submit payroll and invoice data to accounting by month-end
• Ensure accurate financial record-keeping and confidentiality

• Coordinate caregiver performance check-ins and follow-ups
• Provide supervision and conflict resolution when necessary
• Ensure caregivers maintain professionalism, appearance, and alignment with company values

• Conduct home visits using structured checklists to assess care quality
• Collect and record client and family feedback
• Log observations, incidents, and necessary actions in CRM
• Propose and implement improvements based on findings

• Plan and implement new operational systems to enhance workflow and service delivery
• Evaluate and refine existing processes regularly
• Lead the rollout of new systems with caregivers and administrative staff
• Promote a culture of innovation and continuous improvement

• Strong interpersonal skills and emotional intelligence when working with families
• High attention to detail and ability to manage multiple responsibilities
• Leadership skills and ability to create structure in dynamic environments
• Problem-solving abilities and calmness under pressure
• Professionalism, integrity, and confidentiality in all client and team interactions

• Proficiency in Microsoft Office, CRM systems, WhatsApp Business, and Docusign
• Experience in payroll or financial administration is advantageous
• Valid driver’s license and ability to travel for home visits and meetings

• Full-time, Monday to Friday
• Occasional evening or weekend availability for urgent matters