Operations Manager - Cape Town
Operations Manager - Cape Town -
Step into a strategic operational leadership role focused on optimising processes, managing diverse teams, and ensuring SLA compliance within retail networks.
About Our Client Our client operates within retail networks, delivering operational and technical support across various client systems. The business manages day-to-day operations, project installations, rollouts, and customer relationships through internal teams and external contractors.
The Role: Operations Manager This role exists to oversee daily business operations across retail networks and maintain SLA compliance with clients. It contributes to the business by driving operational efficiency, reducing system downtime, and maintaining high service quality. Main focus areas include leading support agents, technicians, and contractors, coordinating project rollouts, and presenting operational performance insights to management.
Key Responsibilities
Manage, lead, and mentor a team of first-line support agents, technicians, coordinators, and external contractors with at least 5 years of proven experience in a similar leadership role.
Monitor SLA compliance for clients and ensure technical and operational issues are resolved within agreed turnaround times.
Implement process improvements to enhance operational efficiency, reduce system downtime, and improve customer satisfaction.
Coordinate with internal Project, Technical, and Development teams to plan and execute installations and rollouts.
Review and analyze operational performance reports, ticket resolutions, and contractor updates to present recommendations during management meetings.
Manage external contractor relationships to ensure timely service delivery and adherence to company policies.
Maintain accurate documentation and auditing of operational activities, ticket resolutions, stock swaps, and site visits.
About You
Minimum 5 years of proven experience in Operations Management, Technical Support Management, or a similar leadership role.
Proven experience managing and developing diverse teams.
Strong people-management, leadership, problem-solving, and analytical skills.
Ability to take control, provide direction, and work effectively under pressure to meet tight turnaround times.
Highly organized with the ability to manage multiple priorities and balance long-term objectives.
Excellent communication and conflict-resolution skills.
Results-driven, solutions-focused, and committed to high service standards.
Technical background and Field Services experience (preferred).
Experience within the retail or IT sector (advantageous).