Operations Manager

Our client, a fast-growing fintech business, is looking for an experienced Operations Manager to lead their operations team. This role is central to ensuring efficient processes, achieving service level agreements (SLAs), and driving continuous improvement across the business.

Key Responsibilities

Manage and oversee the operations team, ensuring processes are followed and SLAs are consistently achieved.

Support senior leadership with projects and implement efficiencies throughout the department.

Develop staff to promote continuous learning, growth, and innovation.

Conduct daily monitoring of queries across multiple platforms (email, Zendesk, WhatsApp) and ensure effective communication.

Maintain accurate and up-to-date Standard Operating Procedures (SOPs).

Collaborate with other departments to drive cross-functional efficiencies.

Train, manage, and distribute tasks within the team.

Prepare and deliver weekly and monthly reports on operational statistics and project progress.

Manage internal audits with 100% compliance.

Balance execution of defined tasks with innovative project work and long-term planning.

Requirements

Minimum of 3 years’ experience in a managerial role within operations, ideally in a fintech or highly process-driven environment.

Matric qualification required; a tertiary diploma or degree in Finance, Business, or Project Management is advantageous.

Strong background in process-driven operations and continuous improvement.

Intermediate to advanced Excel skills.

Proven experience managing diverse operational teams, including Coordinators, Administrators, and Specialists.

Ability to engage effectively with multiple stakeholders across departments.

Experience and Qualifications

Matric plus relevant diploma / degree preferred.

At least 3 years in operations management.

Strong Excel and operational systems knowledge.

Demonstrated success in compliance, process improvement, and team leadership.