Job Title: Operations Support Unit Manager

Reports To: Finance Director

Job Summary

The Operations  Support Unit Manager is responsible for leading and managing the Operations Support Team to ensure efficient operation, administration, and performance tracking of all national sales, contract and billing activities. This role is critical in bridging the gap between sales, operations, and other departments, enabling the national sales force to focus on revenue generation. The manager oversees the full billing cycle: customer onboarding, billing setup, invoicing, adjustments, and credit notes.

Key Responsibilities:

Support Sales Process and Operations

• Ensure compliance with standardised sales processes (e.g., order processing, contract management, quote generation) to maximise efficiency and compliance.

• Oversee the administration and optimisation of the Customer Relationship Management (CRM) system and other sales technology tools.

• Responsible for onboarding for COPS, Hawkeye and relevant systems to ensure customers are onboarded and amended accordingly.

• Collaborate with IT to troubleshoot technical issues and implement system enhancements.

Reporting and Analysis

• Develop and manage operational support performance reports, dashboards, and key performance indicators (KPIs) for the national sales leadership team.

• Conduct analysis to identify trends, performance gaps, and opportunities for ops support process improvement.

• Ensure the integrity and accuracy of sales and billing data across all reporting systems.

• Recon between COPS; Hawkeye and ERP Systems (SAP & Pastel) to ensure accuracy and alignment on contract, service delivery and billing.

Customer Experience & Stakeholder Engagement

• Develop and execute strategies to enhance customer satisfaction and loyalty.

• Act as a senior point of contact for escalated customer issues, ensuring timely and effective resolution.

• Build and maintain strong relationships with senior stakeholders 

• Serve as the primary liaison between the Sales department and other internal teams, including Finance,Sales and  Marketing

• Timeous termination of clients to minimise incorrect billing.

Contract/SLA & FICA Compliance

• Ensure all amendments to contracts are accurately recorded

• Amendments and changes on Master Services Agreement will be identified, including the mandate received from Directors etc. 

• Communicate amendments of contracts to the Billing team and Finance Department and Ops Teams

• Identify opportunities to expand service offerings and support revenue growth.

• Collaborate with commercial teams to support upselling, renewals, and strategic account development.

• Monitor and manage unbilled revenue, billing backlogs, and billing errors to ensure all revenue is correctly accounted for and recognized in the correct period.

• Liaise with internal stakeholders (Sales, Operations, Finance, and Customer Service teams) to ensure billing accuracy, resolve queries, and maintain strong relationships.

• Generate and review monthly billing reports to track performance, identify trends or anomalies, and drive continuous improvement.

• Develop, implement, and maintain the organisations Financial Intelligence Centre Act (FICA) compliance policies and procedures.

• Conduct and oversee client due diligence Know your Customer  (KYC) processes, ensuring all client information and documentation are correctly verified and maintained.

• Perform risk assessments on clients and transactions to identify potential money-laundering risks.

• Monitor, investigate, and report suspicious or unusual transactions to the Financial Intelligence Centre (FIC).

• Conduct internal audits and compliance checks to ensure adherence to FICA and internal procedures.

• Train and guide staff on FICA obligations, red flags, and reporting responsibilities.

• Maintain comprehensive records and registers in line with statutory retention requirements.

• Keep abreast of any legislative or regulatory changes impacting FICA or  Anti money laundering (AML) compliance and ensure timely implementation.

People Management

• Lead, coach, and develop the team to ensure high performance and career growth.

• Monitor performance, provide regular feedback, and conduct formal performance reviews.

• Promote a culture of accountability, attention to detail, and customer service excellence within the  team.

• Ensure adequate training and upskilling for billing staff on systems, processes, and policies.

Health & Safety

• Participate in the design/ development/ review/ implementation and monitoring of the branch/region/national safety plans for each year.

• Participate in safety forums created by company for example safety meetings and safety talks

• Report all safety incidents to the relevant people

• Discuss all safety incidents on all levels

• Follow-up on any activities assigned through safety meeting/committee/representative/management

• Attend safety education and refresher programmes

• Comply with safety policies and procedures at workplace

• Distribute safety information as and when required

Required Skills and Experience:

• Grade 12

• Bachelor's degree in Business Administration, Sales, Marketing, or a related field is advantageous.

• Minimum of 5 years of experience in sales operations, sales administration, or sales support, with at least 2 years in a leadership or managerial role.

• Demonstrated expertise in CRM software (e.g. Salesforce, Microsoft, Google) and sales reporting tools.

• Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.

• Excellent organisational, project management, and verbal and written communication skills.

Contact information

Paddie Govendar