Operations Manager

Overview

Amazing chance to join a Software Development company that develops software for the insurance industry. They are a medium size company that look after their staff and give recognition. They have been around for over 25 years and have an international footprint in London. They have a branch in London, Stellenbosch and Rosebank. They are extremely people orientated and offer a fun dynamic working environment.

No. of Vacancies
1
Specific Skills
  • Highly proficient with MS Office
  • Technical background/qualification will be an advantage
  • JIRA knowledge
  • Strong working knowledge of JIRA (project tracking, dashboard creation, reporting, workflow management)
  • Operational leadership and sprint-based delivery
  • Detailed understanding of SLA frameworks and client support agreements
  • Strong interpersonal and stakeholder-management skills
  • Process-driven mindset with ability to identify and resolve inefficiencies
  • Strong people-management capability
  • Excellent written and verbal communication skills
Responsible For
  • Process Alignment and Improvement
  • Oversee all operational workstreams within GPS Support, ensuring support, enhancements and project delivery align with sprint plans, SLA obligations and Unify strategic priorities
  • Monitor team performance, sprint velocity, backlog trends and delivery quality to ensure consistent execution against commitments
  • Ensure all team hours are accurately captured in the Time Logging System and align with sprint allocations, client SLA hours and billing requirements
  • Maintain workload balance across teams to optimise productivity, reduce delivery risks and ensure consistent service quality
  • Supervise daily stand-ups, sprint planning, retrospectives and reviews facilitated by the Scrum Master, ensuring process consistency and timely issue resolution
  • Proactively identify delivery blockers and risks, working with Scrum Master, Architects and Customer Success Managers (CSMs) to mitigate them
  • Manage escalation handling (P1–P4) as defined in the client agreements, ensuring timely communication and resolution
  • Oversee leave and capacity planning to ensure client maintenance windows (e.g. month-ends) are fully supported
  • Ensure all client tickets are managed daily, with appropriate feedback and updates recorded in JIRA
  • Collaborate closely with the GPS Manager to maintain alignment on client priorities, project timelines and delivery expectations
  • Support the execution of client account strategies to drive renewals, retention and expansion across the existing client base
  • Attend and contribute actively to client meetings and SteerCo sessions, maintaining a clear understanding of client portfolios, priorities and challenges
  • Provide operational input to Client Reports and SteerCo packs, focusing on SLA performance, work completed, delivery challenges and corrective actions
  • Collaborate with CSMs to ensure client concerns or improvement requests are tracked and managed to closure
  • Ensure JIRA remains the authoritative system of record for all operational activities
  • Maintain discipline across teams in ticket logging, categorisation, estimation and closure to ensure operational accuracy
  • Validate the accuracy of all operational data used in SLA, utilisation, backlog and performance reports before distribution to clients or internal stakeholders
  • Oversee the maintenance and reliability of all reporting tools (JIRA dashboards, Power BI, internal GPS dashboards) to ensure consistent, accurate metrics across teams and clients
  • Implement periodic data integrity checks and reporting audits to confirm that time entries, ticket statuses and metrics accurately reflect operational performance
  • Drive continuous improvement through analysis of JIRA metrics, retrospective feedback and trend identification to enhance efficiency, quality and client satisfaction
  • Attend and contribute to Client and SteerCo meetings, maintaining awareness of each client’s scope, portfolio and challenges
  • Provide structured input to Client Reports and SteerCo packs focusing on SLA outcomes, completed work, delivery challenges and actions taken
  • Ensure timely and transparent feedback between clients, CSMs and internal teams
  • Manage the technical delivery team, including Team Leads, Solutions Developers and Test Analysts
  • Oversee resource capacity planning, workload allocation and output management to ensure delivery targets are met
  • Collaborate with HR and leadership on human-capital planning, including recruitment, onboarding and succession planning
  • Drive coaching, mentoring, and upskilling initiatives to strengthen delivery capability and promote internal knowledge transfer
  • Identify training needs (technical and process-related) and coordinate appropriate learning interventions with HR
  • Establish a high-performance culture focused on accountability, ownership and continuous learning
  • Motivate and engage team members to maintain positive morale, productivity and retention
  • Conduct performance reviews and agree on development plans in collaboration with HR and Technical Leads
  • Promote a culture of transparency, recognition and proactive communication within the team
Job Nature
Full Time, Hybrid work model
Educational Requirements
  • Relevant Tertiary Qualification
  • Experience in the management of support teams
Experience Requirements
5+
Job Location
Rosebank, Stellenbosch
Salary
  • Medical aid
  • Pension
  • Group Life
  • Group Trauma
  • Income protector
  • Funeral Policy
  • 20 Annual Leave days
  • Performance bonus
  • Pay for studies with work back agreement
  • Hybrid working model (3 days a week from home and 2 days a week at the office)
Job Level
Senior Position

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