Operations Manager

The Operations Manager must lead and manage all aspects of operational delivery, ensuring the seamless execution of training and service functions. This role is key to operationalising the company’s strategic goals through effective planning, execution, and optimisation of resources. The incumbent is accountable for ensuring quality service delivery, compliance with regulatory frameworks, and alignment with internal policies and client expectations. The role supports scalable growth, continuous improvement, and integrated stakeholder coordination, underpinned by high standards of professionalism, care, and operational excellence.

**QUALIFICATIONS & EXPERIENCE**
- Degree or Diploma in Operations Management, Training & Development, or equivalent.
- Project Management Certificate or similar advantageous.
- Strong understanding of L&D and compliance frameworks.
- Minimum 3 years in an operations leadership role; ideally within training sector.
- 5-8 years in operational optimisation or project implementation.
- Familiarity with QCTO/SETA/NQF compliance and training delivery systems.
- Experience in digital transformation, innovation, and process improvement.

**COMPETENCIES & SKILLS**
- Good computer literacy and typing skills
- Excellent telephone etiquette
- Teamwork and Collaboration skills
- Friendly demeanor
- Strong customer service skills
- High level of accuracy in data capturing
- Proactive and able to use own initiative with sound ability to prioritize workload
- Organizational and problem-solving skills
- Be flexible and able to work in an ever changing, pressurized environment
- Able to juggle various administrative tasks in a timely manner
- Knowledge of compliance standards and regulations, particularly regarding SETA/QCTO, and learner recruitment is an added advantage
- Ability to handle sensitive and confidential information with discretion
- Strong Administration skills
- Attention to detail
- Ethical and trustworthy
- Excellent communication skills
- Hard working
- Listening carefully to fully answer questions and address concerns and queries
- Speak clearly/Professionalism
- Ability to interpret CVs to outline qualifications

**DUITES & RESPONSIBILITIES**
**The duties include the following**:
**Strategic Operational Leadership & Alignment**
- Lead day-to-day operations across functional units (Training Delivery, ETQA, Facilities, Administration).
- Translate strategic objectives into executable operational plans.

**Programme/Service Delivery Oversight**
- Oversee execution of training and service contracts
- Ensure Campuses readiness and resourcing of all operational elements (venues, PPE, tools, facilitators etc).
- Monitor training delivery data and KPIs, adjusting tactics to avoid delays or non-compliance.
- Drive consistent quality and contextual appropriateness of content and facilitation methods.
- Oversee the Campus Managers planning, enrolment, induction, and academic delivery of learnerships and skills programmes nationally.
- Manage Campus’s project roll-out timelines, ensuring optimal learner throughput and completion within project periods.

**Compliance, Accreditation & Quality Assurance**
- Ensure compliance with QCTO, SETA, and other legal frameworks.
- Oversee quality assurance processes, record-keeping, audits, and accreditation requirements.
- Deliver Legacy programmes and plan and execute the transition towards occupational qualifications aligned with QCTO requirements.
- Safeguard data, documents, and intellectual property in line with company and legal standards.

**Process Design, Infrastructure & Continuous Improvement**
- Continuously improve operational systems, SOPs, and workflow design.
- Champion high standards across training facilitation, professionalism, and learner engagement.

**People Leadership & Performance Management**
- Directly manage operations personnel
- Set KPIs, manage performance, and develop staff through mentorship and coaching.
- Foster a high-morale, purpose-driven work environment.
- Drive ethical leadership, accountability, and performance excellence.
- Mentor and develop the Campus management structure for full accountability in all functions.

**Facilitator, Assessor & Moderator**
- Work alongside training management in the recruitment, contract, and performance management of facilitators, assessors, and moderators.
- Ensure Campus alignment of facilitation schedules with unit standards and programme outcomes.
- Mitigating and Practical Solutions
- Ensure Campus managers implement staggered programme scheduling and resource planning frameworks.
- Establish a compliance alert system for regulatory updates and deadline tracking.
- Develop an internal academic staff bench to reduce overreliance on contractors.

**Stakeholder Engagement & Resource Coordination**
- Coordinate operational alignment with internal departments and between campus’s.
- Serve as escalation point for operational incidents, and client concerns.
- Ensure Campus Managers