Operations Manager

Walexbiz Group is an ICT and custom software company focused on delivering technology solutions that help businesses improve their operations, efficiency, productivity, and growth.
We are seeking a results-driven and commercially minded Operations Manager to oversee the day-to-day operations of the company while driving business growth, revenue generation, operational efficiency, client satisfaction, and team performance.

The Operations Manager will be responsible for ensuring that Walexbiz Group operates efficiently, delivers exceptional technology services to clients, and achieves its commercial and strategic objectives.The role combines operations management, business development, client relationship management, project delivery, revenue growth, team leadership, and performance management.The successful candidate will be expected to turn the company's strategic objectives into measurable operational results, identify opportunities for business expansion, strengthen existing client relationships, improve service quality, and build a high-performing team.

Key Responsibilities

1. Business Operations Management

• Oversee the company's day-to-day operations and ensure smooth coordination across departments.
• Develop, implement, and continuously improve operational policies, processes, systems, and workflows.
• Ensure that business activities are aligned with the company's strategic objectives.
• Monitor operational performance and identify bottlenecks, inefficiencies, and opportunities for improvement.
• Establish clear procedures, reporting structures, and accountability across teams.
• Ensure that resources, budgets, tools, and personnel are effectively deployed.
• Maintain appropriate operational documentation and records.

2. Business Growth & Expansion

• Develop and execute operational strategies that support business growth and expansion.
• Identify new markets, customer segments, industries, partnerships, and revenue opportunities.
• Work closely with management to develop and execute expansion plans.
• Research market trends, competitor activities, customer needs, and emerging technology opportunities.
• Develop initiatives to increase the company's market share and competitive advantage.
• Support the development of new products, services, and technology solutions based on market demand.
• Build strategic partnerships and business relationships that can contribute to company growth.

3. Revenue Generation & Commercial Performance

• Take an active role in driving revenue growth and improving the company's commercial performance.
• Develop strategies for increasing sales of custom software, ICT solutions, support services, and other company offerings.
• Work with the sales and technical teams to improve lead conversion and customer acquisition.
• Identify opportunities for upselling, cross-selling, recurring service contracts, and long-term client engagements.
• Monitor sales pipelines, proposals, contracts, invoices, collections, and revenue performance.
• Develop and track revenue targets and ensure that teams remain focused on achieving them.
• Analyse profitability and operational costs associated with projects and services.
• Recommend pricing, packaging, and service strategies where appropriate.

4. Client Management & Service Delivery

• Ensure that clients receive high-quality, timely, professional, and reliable services.
• Oversee the successful delivery of software development projects, ICT services, maintenance, support, and other client engagements.
• Establish clear expectations, timelines, deliverables, and communication channels with clients.
• Monitor client satisfaction and proactively address complaints, escalations, and service issues.
• Maintain strong relationships with key clients and identify opportunities for continued engagement.
• Ensure that project commitments and service-level expectations are consistently met.
• Develop systems for collecting and analysing client feedback.
• Ensure that client issues are resolved promptly and professionally.

5. Project & Delivery Management

• Oversee the operational coordination of software and ICT projects from initiation through completion.
• Ensure projects are delivered within agreed timelines, budgets, scope, and quality standards.
• Coordinate effectively between clients, developers, designers, technical personnel, sales teams, and management.
• Monitor project milestones, deliverables, risks, dependencies, and resource requirements.
• Identify delays or risks early and implement corrective measures.
• Ensure proper project documentation, reporting, handover, and post-project support.
• Establish effective project management practices and accountability.

6. Team Leadership & Performance Management

• Lead, supervise, motivate, and develop the company's operational and support teams.
• Establish clear responsibilities, performance expectations, targets, and KPIs for team members.
• Conduct regular performance reviews and provide constructive feedback.
• Identify skills gaps and coordinate training, coaching, and professional development.
• Promote accountability, collaboration, innovation, professionalism, and a results-oriented culture.
• Resolve internal conflicts and operational challenges effectively.
• Support recruitment, onboarding, deployment, and retention of high-performing employees.
• Ensure that employees understand the company's objectives and how their roles contribute to business success.

7. Process Improvement & Quality Assurance

• Continuously review and improve business processes to increase efficiency and reduce operational waste.
• Establish quality standards for service delivery and customer experience.
• Implement appropriate quality-control and performance-monitoring systems.
• Develop standard operating procedures (SOPs) where required.
• Monitor recurring operational problems and implement sustainable solutions.
• Promote automation and technology-driven improvements within the company's own operations.
• Ensure that lessons learned from projects and client engagements are incorporated into future processes.

8. Financial & Resource Management

• Work with management and finance to develop and monitor operational budgets.
• Monitor operational expenses and identify opportunities for cost reduction without compromising service quality.
• Ensure that projects and services are delivered profitably.
• Monitor outstanding client payments and support effective collection processes.
• Ensure efficient utilisation of staff, technology, equipment, and other business resources.
• Provide management with accurate operational and commercial reports.

9. Strategy, Reporting & Management Support

• Translate management's strategic goals into actionable operational plans.
• Prepare regular reports on business performance, revenue, projects, clients, team performance, and operational challenges.
• Provide management with data-driven recommendations and insights.
• Track key business KPIs and ensure corrective action where performance falls below target.
• Participate in management meetings and contribute to strategic decision-making.
• Maintain visibility over the company's overall operational health.

10. Risk Management & Compliance

• Identify operational, commercial, project, technology, and client-related risks.
• Develop and implement appropriate mitigation strategies.
• Ensure that company operations comply with applicable laws, regulations, contracts, policies, and industry standards.
• Protect company resources, confidential information, intellectual property, and client information.
• Escalate significant operational or business risks to senior management promptly.

Key Performance Indicators (KPIs)

The Operations Manager will be evaluated against measurable results, including:

• Revenue growth and achievement of revenue targets
• New client acquisition and business development
• Client retention and repeat business
• Client satisfaction and service quality
• Project delivery within agreed timelines and budgets
• Project profitability
• Lead-to-client conversion performance
• Growth of recurring revenue/service contracts
• Team productivity and achievement of individual KPIs
• Employee performance, retention, and development
• Operational cost efficiency
• Reduction in service delivery errors and client complaints
• Process improvement and automation
• Successful development of new markets, partnerships, products, or services
• Quality and timeliness of management reporting