Overview
- Our client, a fleet management solutions company, is seeking a highly analytical, commercially minded, and results-driven Operations Manager to oversee operational performance, coordinate cross-functional teams, improve efficiency, and drive business growth.
- The successful candidate will be responsible for monitoring departmental KPIs, resolving operational challenges, strengthening customer satisfaction and retention, controlling costs, and identifying opportunities to increase revenue and profitability.
Key Reponsibilties
- Operations Management: Oversee daily operations across business units, ensuring efficient service delivery, optimal resource utilization, and alignment with organizational objectives.
- KPI and Performance Management: Establish, monitor, and review departmental and individual KPIs, identify performance gaps, implement corrective measures, and ensure timely achievement of targets.
- Cross-Functional Coordination: Coordinate departmental heads and teams across sales, customer success, technical, IT, finance, credit control, inventory, and administration to promote collaboration, accountability, and timely execution.
- Problem-Solving and Troubleshooting: Identify operational challenges, conduct root-cause analysis, implement corrective actions, and ensure significant issues are resolved within 24 hours where practicable. Where immediate resolution is not possible, establish interim solutions, clear action plans, responsible persons, and timelines.
- Customer Relationship Management: Support customer satisfaction, manage escalations, coordinate issue resolution, and ensure customer concerns are followed through to closure to strengthen retention and long-term relationships.
- Business Growth and Commercial Development: Work closely with sales and customer success teams to support new client acquisition, identify cross-selling and upselling opportunities, grow existing accounts, and increase revenue across the company's business units.
- Financial and Cost Management: Monitor operating costs, revenue, gross margins, cash flow, receivables, credit control, and profitability. Identify cost-saving opportunities, reduce revenue leakage, and improve financial performance.
- People Leadership and Performance Development: Lead, guide, and hold departmental heads and employees accountable for their targets. Promote teamwork, continuous improvement, professional development, and a performance-driven culture.
- Process Improvement and Administration: Strengthen operational systems, workflows, task tracking, scheduling, documentation, record-keeping, and internal communication to improve productivity and prevent delays or missed tasks.
- Reporting and Data Analysis: Prepare and review accurate, timely, and evidence-based operational reports, KPI dashboards, departmental performance reports, customer escalation reports, and financial and commercial updates for management.
- Stakeholder Management and Negotiation: Build and maintain effective relationships with customers, suppliers, service providers, partners, employees, and senior management. Negotiate practical solutions while protecting the company's commercial interests and reputation.
- Risk Management and Compliance: Verify operational information, monitor potential risks, maintain proper documentation, and ensure decisions are supported by accurate data and appropriate records.
- Strategic Execution: Translate organizational goals into measurable daily, weekly, monthly, and annual action plans, track implementation, remove operational bottlenecks, and drive continuous improvement in productivity and business performance.
Education Qualifications and Experience
- A minimum of a Bachelor's degree in Engineering in any discipline.
- An MBA in Business Administration, Business Operations, or Operations Management will be an added advantage.
- Relevant experience in operations management, preferably within fleet management, telematics, automotive, asset management, IoT, technology-enabled services, or other commercially driven B2B environments.
- Demonstrated experience managing operational teams, departmental KPIs, cross-functional projects, and performance improvement initiatives.
- Practical understanding of business operations, financial performance, cost control, customer management, and revenue growth.
SKILLS :
- Strong operational planning, coordination, and execution skills.
- Excellent analytical thinking, problem-solving, and root-cause analysis abilities.
- Strong leadership, team management, and performance monitoring skills.
- Good financial and commercial acumen, including budgeting, profitability, and cost management.
- Excellent customer relationship management, negotiation, and conflict-resolution skills.
- Strong reporting, data analysis, documentation, and presentation skills.
- Excellent communication, interpersonal, and stakeholder management abilities.
- Strong organizational skills, attention to detail, and time management.
- Ability to make sound decisions, manage competing priorities, and work effectively under pressure.
- Proficiency in relevant business systems, reporting tools, and technology platforms.
- High levels of integrity, accountability, initiative, discipline, and results orientation.