Job Description

About Us

We are a fast-growing immigration services company dedicated to delivering exceptional client experiences. Our teams handle complex visa applications, client communications, and operational workflows across multiple regions. We leverage technology, automation, and analytics to ensure efficiency and client satisfaction.




We are seeking a

Senior

Support Operations Manager

to oversee and optimize operations across various departments, ensuring smooth workflows, excellent client experiences, and operational excellence. This is a high-impact role ideal for a strategic leader who thrives in a dynamic, tech-driven environment.

Role purpose

The Senior Support Operations Manager is responsible for leading and optimizing the support functions within the sales call center, typically including Back office administration, Document management, Customer service support, and reputation management.





This role ensures that operational processes are efficient, compliant, and aligned with business objectives, while driving service excellence and enhancing the overall customer journey.





By managing multiple teams and department managers, the Senior Support Operations Manager strengthens the leadership structure, improves turnaround times, and safeguards customer satisfaction in a fast-paced, sales-driven environment.

Key accountabilities and responsibilities of the role

Leadership & People Management

Manage staff across multiple departments, including 3 department managers. Define KPIs, monitor performance, and ensure accountability across teams. Build a culture of collaboration, ownership, and continuous improvement. Provide coaching, mentoring, and professional development for managers and staff.

Operations & Service Delivery

Ensure high-quality customer experiences across all touchpoints. Oversee document collection and verification processes, customer service excellence, and reputation management. Monitor reputation and customer review channels, implementing corrective actions where required. Drive customer service excellence, ensuring consistent and professional client engagement. Coordinate workflows across departments to minimize bottlenecks and improve turnaround times.

Process, Analytics & Performance Optimization

Standardize and optimize operational workflows to increase accuracy and efficiency. Use data and analytics (Excel, BI tools) to track KPIs, service performance, and customer satisfaction. Present performance insights and recommendations to senior leadership. Implement workflow automation and technology-driven improvements where applicable.

Compliance & Continuous Improvement

Ensure adherence to internal policies, legal frameworks, and regulatory standards. Identify gaps and implement improvements across service operations and support functions. Collaborate with cross-functional teams to align operations with business strategy.

Knowledge, Skills and Experience required

Qualifications and Experience:

+ 4-6 years of experience in support operations, service operations, or customer success management.
+ Experience managing multiple departments and a headcount of 30+ employees.
+ Strong leadership and team development skills, with proven ability to mentor managers.
+ Proficiency in Excel/Power BI (or similar analytics tools).
+ Familiarity with customer service platforms (e.g., Zoho, Freshdesk, Zendesk).
+ Strong process optimization and workflow management experience.
+ Excellent communication, organizational, and problem-solving skills.
+ You must reside in Cape Town region.

Skills:

+ Analytical Skills:
- Ability to analyze systems and processes to identify areas for improvement.
- Proficiency in data analysis and interpretation to make informed decisions.
+ Problem-Solving Skills: - Capacity to identify and solve problems within organizational processes.
- Creative thinking to develop innovative solutions for process optimization.
+ Communication Skills: - Strong verbal and written communication skills to convey ideas, present findings, and facilitate collaboration.
+ Project Management Skills: - Ability to plan, organize, and execute initiatives within defined timelines and budgets.
+ Change Management Skills: - Skill in managing and facilitating organizational change.
- Ability to guide and support individuals and teams through transitions.
+ Collaboration Skills: - Ability to collaborate with cross-functional teams and departments.
- Experience working with stakeholders to gather requirements and implement changes.
+ Attention to Detail: - Thoroughness in examining and documenting existing processes.
- Precision in implementing changes to avoid unintended consequences.
+ Leadership Skills - Capability to lead process improvement initiatives and guide teams.
- Ability to influence without direct authority.

Qualifications and Experience:

+ Matric/Grade 12 Certificate with relevant tertiary education (advantageous)
+ Relevant experience is a must.

What we offer

A competitive salary package aligned with your skills, experience, and industry standards. Attractive commission opportunities, with significant potential earnings for good performance. A supportive and inclusive working environment where collaboration and innovation are encouraged. Opportunities for professional growth and career development. A culture that values work-life balance and employee well-being. Being part of a dynamic, purpose-driven team with a shared vision for success.

How to apply

If you are interested in this opportunity and believe you are the perfect fit for the role, we would love to hear from you!



Please submit your application by emailing your CV and a brief cover letter to:

career@lcgroups.com

.

If you do not hear from us within 2 weeks, please consider your application as unsuccessful.