Job Description

Hello Future Operations Manager

• The Personal Segment Suites & Advisory (PSAS) business unit serves customers earning between 0 – 750 income, across four key sub-segments: Entry Wallet, Entry Banking, Middle Market, and Emerging Affluent. As part of our transformation journey, we are reimagining how we support and service customers through platform migration, suite evolution, and operational excellence.
• We are seeking a strategic and performance-driven Operations Manager to join the Operations Management Capability team, with a mandate to drive cost efficiency, service excellence, and operational transformation across the business unit. This role is central to enabling PSAS to deliver on its aspiration of empowering customers to achieve financial wellness, while ensuring that systems, processes, and governance frameworks are aligned to support scalable and sustainable growth.
• The ideal candidate will bring strong leadership, analytical thinking, and stakeholder engagement capabilities, with a passion for customer experience, innovation, and continuous improvement. You will play a key role in translating strategy into execution, enhancing service delivery, and fostering a culture of collaboration and accountability.
• This role reports directly to the Chief Operating Officer of PSAS, offering strategic exposure and the opportunity to influence how operations enable the next evolution of customer service and support.

Role Responsibility:  

• To effectively manage and oversee all operational aspects in the achievement of the business objectives 

Are you someone who can:  

• Establish, align, and manage target and budget goals across functional areas, ensuring effective cost control to increase cost efficiency. 
• Drive significant growth and profitability through strategic cost management initiatives. 
• Foster a service-oriented culture that builds rewarding relationships, encourages innovation, and enables exceptional client service. 
• Enable Business Unit service delivery by implementing systems, processes, and metrics to measure service levels and client satisfaction. 
• Cultivate and manage objective working relationships with stakeholders including end-users, SMEs, project managers, and senior staff. 
• Translate strategies into actionable goals and execute initiatives aligned with strategic objectives, supported by performance measures and control systems. 
• Ensure governance and compliance with legislative and audit requirements by developing, monitoring, and maintaining relevant frameworks. 
• Identify, report, and mitigate operational risks at product, process, and channel levels within the business unit. 
• Drive operational efficiencies and enhance customer experience by continuously improving processes and procedures. 
• Manage SLA agreements in alignment with business objectives to ensure consistent service delivery. 
• Improve business decision-making through accurate and reliable business intelligence, including trend and data analysis. 
• Plan and execute campaigns effectively and on schedule, maintaining operational accountability throughout execution. 
• Support effective teamwork within the function and promote cross-team collaboration. 
• Plan and manage team performance, development, and culture, focusing on innovation, efficiency, and competency growth. 
• Invest in personal and leadership development to enhance managerial capabilities and prepare for future leadership opportunities. 

You will be an ideal candidate if you: 

• Have a Bachelor of Commerce equivalent to NQF Level 7: Operations Management, Financial Management, Business Management or related field  
• Honours in related field will be advantageous  
• Have 4 to 5 years’ experience in operations, preferable in a financial service or banking environment 

End Date: October 9, 2025