Office Manager

Key Responsibilities

1. Operations Management & Leadership

• Team Leadership: Provide direct supervision and leadership to Office Administrators in both the Johannesburg and Gqeberha branches, ensuring consistent standards, performance, and service delivery across locations.
• Process Efficiency: Develop, document, and implement standardized operational procedures to drive efficiency, consistency, and alignment with company objectives.
• Office Operations: Oversee daily office functions—including supplies management, facilities coordination, and workspace organisation—ensuring a professional and productive environment in both offices.
• Compliance Oversight: Manage compliance related to office operations, licensing, documentation, and administrative best-practice requirements. Collaborate with departmental heads such as Sales and Finance to ensure full compliance.

2. Customer Relationship Management (CRM) & Service Excellence

• Client Experience Management: Serve as the internal champion for customer service excellence, ensuring client needs, expectations, and requests are effectively managed by administrative and operations teams.
• Escalation & Issue Resolution: Act as the primary escalation point for client concerns or service-related issues, resolving matters promptly to maintain exceptional levels of customer satisfaction.
• CRM Data Integrity: Oversee the accuracy, quality, and upkeep of client information within the CRM system, ensuring reliable data for sales, consulting, and operational decision-making.
• Certifications & Compliance: Manage administrative processes related to client certifications, audits, renewals, and compliance requirements, ensuring deadlines are met and all documentation is correctly filed.

3. Strategic Support & Business Growth

• Strategy Implementation: Support the execution of company growth strategies by converting high-level objectives into practical administrative and operational action plans.
• Reporting: Prepare and present operational performance reports, KPIs, and client satisfaction metrics to senior management for strategic decision-making.
• Resource Planning: Forecast and plan future administrative and operational resource needs based on projected growth, workload, and strategic business priorities.

Required Qualifications & Experience

• Experience: Minimum of 5 years’ progressive experience in Office Management, Operations, or Business Administration, ideally with oversight of multi-site operations.
• CRM Expertise: Proven background in Customer Relationship Management and demonstrated success in improving client experience and CRM utilisation.
• Education: A qualification in Business Management, Office Administration, or a related discipline is highly advantageous.
• Leadership: Demonstrated ability to lead, motivate, and develop administrative teams across multiple locations.
• Technical Proficiency: Advanced MS Office skills (particularly Excel and PowerPoint) and strong experience working with CRM systems.

Skills and Competencies

• Leadership & Communication: Strong leadership capabilities with the ability to communicate clearly, confidently, and professionally across all levels.
• Strategic Thinking: Ability to align administrative and operational functions with broader business goals.
• Problem-Solving: Strong analytical skills with the ability to resolve operational challenges and client issues efficiently.
• Accountability: High level of ownership with meticulous attention to detail, documentation accuracy, and compliance adherence.

Communication & Interpersonal Skills

• Exceptional written and verbal communication skills.
• Professional and courteous phone etiquette.
• Ability to collaborate effectively and support a diverse team environment.

Personal Attributes

• Strong organisational ability and attention to detail.
• Leadership-driven mindset with the ability to influence and guide others.
• Client-centric approach with a passion for service excellence.
• Strong diplomacy, conflict-resolution skills, and relationship-building capability.