Operations Manager – Retail & Technical Services

About the role

Our client is seeking a highly organised and strategic Operations Manager to oversee day‑to‑day operations across their retail network and manage key customer relationships. The role focuses on optimising processes, ensuring SLA compliance and driving operational efficiency to meet business objectives.

Key responsibilities

• Oversee daily retail operations, guaranteeing seamless process execution and adherence to company standards.
• Lead, mentor and develop a diverse team of first‑line support agents, technicians, coordinators and contractors.
• Monitor and enforce strict SLA compliance, ensuring technical and operational issues are resolved within agreed turnaround times.
• Identify and implement process improvements to reduce system downtime and boost customer satisfaction.
• Coordinate with internal Project, Technical and Development teams to plan and execute installations and roll‑outs.
• Analyse operational reports, present insights and recommendations in management meetings.
• Maintain accurate documentation and audit tickets, stock swaps and contractor site visits.
• Manage external contractor relationships to ensure timely service delivery and policy compliance.

Required profile

• Minimum 5 years of proven experience in Operations Management or Technical Support Management.
• Strong people‑management and leadership abilities, capable of driving accountability and high service quality.
• Excellent problem‑solving, analytical and strategic thinking skills.
• Highly organised, able to manage multiple priorities under pressure.
• Effective communication and conflict‑resolution skills.