We are seeking an experienced Operations Manager to lead day-to-day operations, guide team performance, and support safe, efficient, and consistent service delivery.

The ideal candidate must have solid operations experience overseeing the full activities of a department, with a strong focus on exceeding customer expectations, meeting departmental KPI targets through safe and efficient service delivery, and maintaining effective reporting, compliance, controls, and continuous improvement. The candidate must also have working knowledge of health, safety and environmental management processes, excellent communication and people-management skills, strong problem-solving ability, and a resilient attitude. 

The successful candidate will be motivated to learn, grow, and achieve strong results. They will apply their existing skills and previous experience in a similar role.

The role reports to senior management and is responsible for:

• Managing operational processes to achieve targeted customer service KPIs.
• Planning and coordinating the department’s daily operational activities and presenting plans to senior management for approval and execution. This includes assigning personnel and resources and coordinating daily work programmes.
• Managing the daily activities of operational personnel, including work assignments, service schedules, equipment checks and adherence to safety requirements, to ensure efficient and timely service to customers.
• Establishing clear performance expectations and metrics for operational and support staff; regularly monitoring and evaluating performance against these expectations and providing constructive feedback and coaching for improvement.
• Developing, implementing, and maintaining strong working relationships across the operational team to build a cohesive and motivated workforce, while fostering a positive environment that encourages collaboration, teamwork, and high morale.
• Addressing workplace concerns promptly, fairly, and consistently in accordance with established policies and procedures and consulting the appropriate support functions when necessary.
• Identifying training needs for operational personnel and facilitating access to relevant training programmes to enhance their skills and knowledge in safety, operational procedures, and customer service.
• Preparing reports to track KPIs for submission to senior management; reports should address relevant areas such as departmental performance, customer service, workforce and asset productivity, and inventory movement.
• Engaging regularly with relevant stakeholders to maintain effective working relationships, understand changing operational needs and support service improvements.
• Conducting regular inspections of organizational assets at relevant locations to maintain their condition in accordance with established schedules, internal standards, and applicable regulatory requirements.
• Identifying opportunities for operational improvement and presenting preliminary recommendations to senior management.
• Managing and resolving operational and stakeholder-related matters in a timely manner.
• Escalating significant operational issues and risks to the appropriate decisionmakers.
• Conducting risk assessments and operational reviews, resolving identified issues, verifying compliance with established procedures and applicable standards, and preparing recommendations where necessary.
• Reviewing requirements, summarising relevant information and preparing clear operational documentation within required time limits.
• Conducting specified internal and external health, safety and environmental audits and inspections as required under the organization’s management systems and applicable legislation.
• Reviewing and analysing key operational performance data, monitoring-system data, and relevant accounting and administrative documents for variances, and submitting findings with recommendations to senior management.
• Providing reasonable operational coverage when designated team members are unavailable.

The candidate should be resourceful, adaptable, and able to address challenges effectively. They should demonstrate sound communication, collaboration, accountability, service orientation, and a commitment to continuous improvement.

Minimum Experience and Qualifications

• Degree or equivalent qualification in Business, Management, or a related field.
• Relevant operational management experience, with progressively increasing levels of responsibility.
• Equivalent combination of education, training, and experience may be considered in lieu of formal qualifications.
• Strong leadership, decision-making, and problem-solving abilities.
• Proven ability to manage multiple priorities and perform effectively under pressure.
• Excellent project management, administrative, and organizational skills.
• Strong procurement, vendor management, and negotiation capabilities.
• Sound knowledge of operational procedures, policies, and best practices.
• Strong interpersonal, communication, and stakeholder management skills.
• Ability to work collaboratively and lead cross-functional teams.
• High attention to detail, initiative, and a customer/service-oriented approach.
• Working knowledge of Occupational Health and Safety legislation, standards, and compliance requirements.
• Willingness to work flexible hours as operational needs require.
• Proficiency in Mathematics and English Language.