Operations Manager

Role Summary

The Operations Manager is responsible for overseeing and improving day-to-day business operations within a technology-driven environment.

The role focuses on operational planning, process optimisation, performance management, cross-functional coordination, client and stakeholder management, and the implementation of scalable operating processes. The position requires strong business judgment, analytical capabilities, leadership experience, and the ability to manage multiple operational priorities in a fast-paced environment.

Key Responsibilities

1. Develop and execute operational strategies and initiatives to improve business performance, service quality, productivity, and operational efficiency.
2. Oversee day-to-day business operations and coordinate across internal teams to ensure effective execution of projects, services, and business initiatives.
3. Review existing workflows and operating processes, identify inefficiencies and operational gaps, and implement improvements to enhance productivity and service delivery.
4. Establish and monitor key performance indicators (KPIs), analyse operational data, and recommend corrective actions or improvement initiatives based on performance results.
5. Lead and coordinate cross-functional teams, establish performance expectations, and support continuous improvement of team capabilities and operational standards.
6. Manage client and partner onboarding processes, ensuring operational requirements, documentation, internal coordination, and service expectations are properly addressed.
7. Develop and maintain operational procedures, internal controls, reporting processes, and service standards to support scalable business growth.
8. Work closely with business development, product, technology, finance, and management teams to support new business initiatives and operational implementation.
9. Support the development and implementation of customer acquisition, referral, loyalty, and other operational programmes designed to improve client engagement and business performance.
10. Manage relationships with key clients, partners, and other stakeholders, addressing operational requirements and coordinating appropriate internal resources where necessary.
11. Monitor market and business developments and assess their potential operational impact, risks, and opportunities.
12. Identify operational risks and develop appropriate mitigation measures to support business continuity and service quality.
13. Prepare regular operational and performance reports for management, highlighting key results, challenges, risks, and recommendations.
14. Support new projects and regional business initiatives from planning through implementation, ensuring timelines, resources, operational requirements, and stakeholders are effectively coordinated.
15. Undertake other operational and business improvement initiatives as required by management.

Requirements

• Bachelor's degree in Business Administration, Finance, Management, Information Systems, or a related discipline; postgraduate qualification would be advantageous.
• Minimum 8 years of relevant professional experience, with experience in operations management, business operations, project management, consulting, financial services, technology, or related sectors.
• Demonstrated experience in managing business operations, improving operational processes, and coordinating cross-functional projects.
• Experience leading teams and managing performance against defined business or operational objectives.
• Strong experience in client, partner, and stakeholder management.
• Proven ability to establish and monitor operational KPIs and use performance data to identify areas for improvement.
• Experience supporting new business initiatives, client onboarding, service implementation, or business expansion.
• Strong analytical, problem-solving, and decision-making capabilities.
• Excellent communication, coordination, and stakeholder management skills.
• Ability to manage multiple priorities and projects independently in a fast-paced and evolving business environment.
• Strong commercial awareness and ability to translate business requirements into practical operational solutions.