An operations manager runs the day-to-day work of an organisation: the processes, people, equipment, suppliers and budgets that turn inputs into the products or services customers pay for. Where a sales manager wins the order and a finance manager counts the money, the operations manager makes sure the order is produced and delivered on time, to standard and at a cost the business can afford. This guide explains what an operations manager does, the skills the job needs, how people get into it in South Africa, and the training that helps.
What does an operations manager do?
The job varies by industry. In a factory it centres on production; in a logistics company on fleets, warehouses and deliveries; in a call centre on staffing, service levels and systems; in a professional firm on workflow, resources and client delivery. The core duties are the same everywhere:
Planning and capacity
Forecast demand, plan the work, and make sure there are enough people, machines, stock and hours to meet it. When demand changes, the operations manager rebalances shifts, suppliers and priorities.
Processes and quality
Design and document how work is done, set quality standards, measure output against them, and fix the causes of errors, rework and waste. Many operations managers use methods such as lean, Six Sigma or kaizen for this.
People and teams
Lead supervisors and team leaders, set targets, manage performance, handle rosters and leave, keep training records up to date and build a team that can run the operation without constant supervision.
Budgets and costs
Own the operating budget: labour, materials, energy, maintenance, transport and overtime. Track spending against budget, explain variances and find savings that do not harm quality or safety.
Suppliers, stock and logistics
Work with procurement on supplier performance and contracts, keep stock at the right levels, and make sure goods and materials move in and out on time.
Compliance, health and safety
Make sure the operation meets the law and the organisation’s standards: health and safety, labour rules, environmental requirements, industry regulations and customer audits.
Reporting and improvement
Report on output, quality, cost, service and safety to senior management, usually on a small set of key performance indicators, and lead the improvement projects those numbers point to.
A typical day
Most operations managers start with the numbers from the previous day or shift: output, backlog, absenteeism, incidents and complaints. The morning goes to the floor or the dispatch area, a production or service meeting, and the problems that cannot wait. The afternoon goes to planning, supplier calls, budget work, staff matters and the improvement projects that make next month easier than this one. The job rewards people who can switch between detail and the bigger picture several times a day.
Skills an operations manager needs
- Planning and organising: turning demand into a workable schedule and resource plan
- Reading and using numbers: budgets, capacity, productivity, quality and cost-to-serve
- Process thinking: seeing how work flows and where it stalls
- Leadership: setting direction for supervisors and teams, and holding people to standards fairly
- Problem solving and decision making under time pressure
- Communication, upwards to management and across to sales, finance, HR and suppliers
- Working knowledge of health and safety, labour law basics and the regulations of the industry
How people become operations managers in South Africa
There are two common routes. Many operations managers come up through the operation itself: team leader, then supervisor, then shift or section manager, learning the business from the inside and adding management training along the way. Others arrive with a diploma or degree in operations, logistics, industrial engineering or business management and move into the role after a few years as a planner, analyst or junior manager. Employers usually value both: a track record of running something well, and the formal grounding to manage budgets, processes and people in a structured way.
Operations manager, general manager and production manager
- A production manager runs manufacturing output: lines, shifts, yield and plant. In a factory the operations manager often sits above production and also covers planning, logistics, quality and maintenance.
- An operations manager runs the whole delivery side of the business, whatever the industry.
- A general manager runs the business unit as a whole, including sales, finance and strategy, and the operations manager usually reports to them.
Operations management training at BOTI
BOTI runs practical courses for new and experienced operations managers, in-house at your premises, at BOTI’s venue in Sunningdale, Johannesburg, or live online:
- Operations Management Course (2 days): processes, capacity, scheduling, quality and the key performance indicators of an operation
- Strategic Execution Masterclass: Develop, Implement and Evaluate an Operational Plan (3 days): turning strategy into an operational plan and tracking it
- Plan and Manage Production and Operations in a New Venture (3 days)
- Supply Chain Management Course (1 day) and Logistics and Distribution Management (2 days) for the supply side of the role
These courses are not accredited. They are delivered as professional skills programmes, and delegates receive a BOTI certificate of attendance. The full range is on BOTI’s leadership and management courses page.
Frequently asked questions
What does an operations manager do?
An operations manager plans and runs the day-to-day work of an organisation: capacity and scheduling, processes and quality, teams and supervisors, the operating budget, suppliers and stock, compliance and safety, and the reporting and improvement that keep the operation on track.
What skills does an operations manager need?
Planning and organising, confidence with numbers and budgets, process thinking, leadership of supervisors and teams, problem solving under pressure, clear communication across departments, and a working knowledge of health and safety and labour rules.
What is the difference between an operations manager and a general manager?
The operations manager runs the delivery side of the business: production, service, logistics and quality. The general manager runs the whole business unit, including sales, finance and strategy, and the operations manager usually reports to them.
Do you need a qualification to be an operations manager?
Not always. Many operations managers rise from supervisor roles with management training on the way; others hold a diploma or degree in operations, logistics or business management. Employers look for a record of running an operation well together with the skills to manage budgets, processes and people.
Call BOTI on 011 882 8853 or email [email protected], or request a quote.
