Operations Manager – Job Description

Reports To: General Manager

Overview:

The Operations Manager plays a crucial role in ensuring the smooth functioning of all client-facing operations. This position acts as the key support and driver for Team Leaders and the General Manager, requiring strong leadership, people management, and problem-solving abilities.

General Responsibilities:

• Lead, motivate, and mentor Team Leaders to foster a collaborative and high-performing work environment.
• Oversee all client-facing operations, ensuring service quality and timeliness.
• Manage staffing levels across client teams in coordination with the COO and GM.
• Support Team Leaders in professional development through the Career Navigator framework.
• Ensure all team members complete mandatory training and stay updated with current requirements.

Team Management:

• Ensure timely submission of timesheets and accurate entry of budget hours for all tasks.
• Manage team capacity and redistribute workloads when needed.
• Conduct quarterly performance reviews with Team Leaders and ensure they do the same for their teams.
• Encourage learning through the Navigate Learning Review process.
• Evaluate the effectiveness of training programs and suggest operational improvements for new and existing employees.

Operations Management:

• Ensure client deliverables are completed and submitted within deadlines.
• Oversee statutory lodgments and payments, ensuring approvals and client communication before due dates.
• Work closely with the General Manager to incorporate review points into monthly client financials.
• Manage overflow work or temporarily lead teams when a Team Leader is unavailable.

Solution-Oriented Approach:

• Maintain and update Standard Operating Procedures (SOPs).
• Keep client-specific manuals current and accessible.
• Oversee training programs aligned with Career Navigator.
• Ensure each staff member is assigned a “buddy” for smooth role handovers and knowledge sharing.
• Verify that all handovers are properly signed off before any team transition.

Key Skills:

• Proven leadership and people management skills.
• Strong communication and coordination abilities.
• Ability to think strategically and develop practical solutions to operational challenges.
• Excellent organizational and multitasking skills.

Education & Experience:

• Qualification: B.Com, M.Com, Inter CA, CA, CMA, or equivalent.
• Experience: Relevant background in accounting, operations, or team management.