Job Summary
The Operations Manager is responsible for delivering exceptional operational support across client, agent and payroll services while ensuring efficient day-to-day business operations. The incumbent serves as the primary operational contact for clients and agents, ensuring a seamless customer experience through effective support, on-boarding, relationship management, reporting and continuous process improvement.
This role is accountable for managing operational processes, maintaining accurate records, supporting financial operations, producing management information, and driving service excellence. Success in this role is measured by client satisfaction, operational efficiency, reporting accuracy and the ability to build sustainable relationships with clients, agents and internal stakeholders.
Key Performance Areas:
Client and Agent Support Management
Client On-boarding
Client Relationship Management
Agent Relationship Management
Operational Support
Reporting and Analysis
Minimum Qualifications
Bachelor's Degree in Commerce (BCom) or equivalent qualification.
Minimum of five (5) years' experience in operations, client services, financial services or a related environment.
Knowledge
Operational and process management
Payroll administration
Financial reconciliation
Client relationship management
Reporting and data analysis
Regulatory and compliance requirements
Microsoft Office (Advanced Excel advantageous)
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