General Manager – Shoreability
Location: Umhlanga, KwaZulu-Natal
Job Type: Full-time / Permanent
Salary: To be discussed. Applicants are required to include their salary expectation with their application.
About the Role
Shoreability is seeking an experienced and hands-on General Manager to lead the day-to-day operations, service delivery, organisational maturity and scalable growth of the business.
Reporting directly to the CEO, this role will act as the senior operational leader on the ground and will be responsible for ensuring that the business runs effectively, professionally and consistently across all client accounts.
The CEO will remain focused on business growth, commercial strategy, client acquisition and key strategic relationships. The General Manager will be responsible for translating business and commercial commitments into operational delivery by ensuring the business has the right people, processes, governance, infrastructure and leadership capability in place.
This is a key opportunity for a commercially aware, operationally strong and execution-focused leader who is comfortable working in a growing, evolving and entrepreneurial business environment.
Key Responsibilities
The successful candidate will be responsible for:
- Leading the day-to-day operations of Shoreability
- Driving operational excellence, service quality and business performance
- Creating a culture of accountability, professionalism and high performance
- Acting as the senior operational escalation point for business and client matters
- Overseeing client onboarding, implementation and service transition processes
- Ensuring clients receive a professional, consistent and high-quality service experience
- Leading client account management and supporting strong client relationships
- Monitoring service delivery, client satisfaction, operational risks and performance outcomes
- Establishing governance, reporting structures, KPIs and management disciplines
- Building scalable processes that support business growth
- Supporting workforce planning, recruitment forecasting and organisational design
- Partnering with HR on employee engagement, capability development and retention
- Overseeing training, induction, operational readiness and quality standards
- Managing facilities, workplace operations and operational infrastructure
- Supporting the development of future operational leaders as the business grows
- Driving continuous improvement and organisational maturity across the business
What We Are Looking For
The ideal candidate will have:
- Significant operational leadership experience within outsourcing, offshore services, shared services, professional services, business services, workforce solutions or a similar environment
- Experience working in a growing, scaling or entrepreneurial business
- Proven experience building operational structure, governance and scalable processes
- Experience leading multi-functional teams
- Strong client-facing and stakeholder management experience
- Experience managing service delivery, client expectations and operational performance
- Strong commercial awareness and the ability to understand business priorities
- The ability to introduce structure without creating unnecessary bureaucracy
- A hands-on, pragmatic and solutions-focused leadership style
- Confidence leading through growth, change and ambiguity
- Experience working across multiple geographies would be advantageous
Key Skills
- Operational leadership
- Business transformation
- Client relationship management
- Service delivery excellence
- Workforce planning
- Organisational design
- Governance and reporting
- KPI and performance management
- Change management
- Stakeholder management
- Leadership development
- Communication and influence
Success in the Role
Success in this role will include:
- Reduced day-to-day operational dependency on the CEO
- Strong client satisfaction and retention
- Successful onboarding and implementation of new clients
- Improved operational efficiency and service consistency
- Strong employee engagement and retention
- Improved leadership capability across the organisation
- Scalable operational processes, reporting and governance
- Positive stakeholder confidence in the maturity and management of the business
How to Apply
Please submit your CV for consideration.
Important: Applicants must include their current or expected salary expectation with their application.
Application Question(s):
- What is your current or expected monthly salary expectation?
- What is the largest team or business unit you have been responsible for leading?
- Have you been responsible for implementing or improving operational governance, KPIs, reporting structures or scalable business processes?
- Have you been responsible for client onboarding, service implementation, service delivery management or client escalations?
Experience:
- Senior Operational Leader: 6 years (Required)
- Scaling of BPO: 6 years (Required)
Work Location: In person
