Summary
We are seeking a highly organised, commercially driven and results-focused Business Operations Lead to oversee the day-to-day operations of the business.
The successful candidate will be responsible for coordinating the team, monitoring sales and operational performance, maintaining excellent client service standards, and ensuring that the business operates efficiently and meets its targets.
Key Responsibilities
Team Leadership & Coordination:
Coordinate the day-to-day activities of staff and ensure tasks are completed on time.
Set priorities, allocate responsibilities and follow up on outstanding work.
Monitor staff attendance, productivity, discipline and overall performance.
Conduct regular team meetings and performance reviews.
Provide guidance, support and accountability across the team.
Sales & Business Performance:
Monitor daily, weekly and monthly sales performance.
Ensure the sales/client team consistently follows up with enquiries and prospective clients.
Track conversion rates, revenue targets and other key performance indicators (KPIs).
Identify weaknesses in the sales process and implement practical improvements.
Support the team in achieving individual and company revenue targets.
Client Management:
Ensure clients receive professional, timely and high-quality service.
Monitor client enquiries, complaints and outstanding matters.
Escalate and resolve service issues where necessary.
Ensure appropriate communication and follow-up throughout the client's journey.
Maintain high standards of client satisfaction and retention.
Operational Management:
Oversee the smooth running of daily business operations.
Develop and implement procedures to improve efficiency and productivity.
Ensure company policies and operational procedures are followed.
Monitor workflow and ensure deadlines are met.
Maintain accurate operational records and reports.
Identify operational problems and implement solutions.
Performance Monitoring & Reporting:
Track individual and team KPIs.
Prepare regular reports on sales, operations, client service and staff performance.
Identify underperformance early and recommend corrective action.
Monitor business targets and ensure appropriate follow-up.
Provide management with clear updates on business performance.
Business Development Support:
Support initiatives aimed at increasing enquiries, sales and revenue.
Identify opportunities to improve existing services and business processes.
Work with marketing and client-facing teams to improve lead conversion.
Assist with the implementation of new services, campaigns and business initiatives.
Requirements
Bachelor's Degree or equivalent qualification.
3 - 5 years' relevant experience in operations, team leadership, sales coordination, client services or business administration.
Previous experience supervising or coordinating a team is essential.
Strong understanding of sales targets, KPIs and performance management.
Excellent organisational and problem-solving skills.
Strong communication and interpersonal skills.
Ability to manage multiple responsibilities and work under pressure.
Good knowledge of Microsoft Office, Google Workspace and general business software.
Strong attention to detail and ability to follow through on tasks.
Experience within immigration, travel, legal services, consulting or another professional-services environment would be an advantage.
The Ideal Candidate:
We are particularly interested in someone who:
Takes ownership and does not require constant supervision.
Is confident leading and holding team members accountable.
Is commercially minded and understands the importance of sales and revenue.
Can identify problems and take practical steps to resolve them.
Is comfortable working with targets, deadlines and KPIs.
Has excellent client service standards.
Can introduce structure, discipline and efficiency into daily operations.
Is proactive, dependable and results-oriented.