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.