Regional Operations & Support Lead

Regional Operations & Support Lead

Mahikeng, North West, South Africa | Full-time | Lead | On-site Frequent Local Travel Required About the Role

Lead the people, field execution, and operational support that keep regional service delivery moving.

As Regional Operations & Support Lead, you will oversee field-based Ambassadors across Mahikeng, ensuring they have the direction, training, tools, and support needed to deliver against operational targets. You will be a hands-on presence in the field, monitoring performance, resolving operational challenges, supporting onboarding and activation activities, and serving as the key link between field teams and the wider Operations function.

This role is suited to someone who combines people leadership with strong coordination, problem-solving, reporting, and stakeholder engagement skills and is comfortable working directly in the field.

Key Responsibilities

Field Team Management & Performance

• Manage and coordinate field Ambassadors operating across the Mahikeng region.
• Allocate and coordinate daily and weekly field activities.
• Monitor attendance, readiness, activity, and performance.
• Ensure Ambassadors understand their objectives, targets, and KPIs.
• Identify performance gaps early and provide practical coaching and support.
• Track progress throughout the week and proactively address areas where performance is falling behind.
• Maintain regular communication with the field team.

Field Operations & Support

• Maintain an active presence in the field and regularly work alongside Ambassadors.
• Support difficult onboarding and customer or operational cases.
• Help resolve challenges involving drivers, taxi operators, commuters, and other relevant stakeholders.
• Ensure Ambassadors have the equipment, materials, and information required to perform effectively.
• Monitor stock and operational requirements and raise requests early enough to prevent shortages.
• Support the smooth rollout, activation, and ongoing operation of services within the region.

Training & Coaching

• Support the onboarding and training of new Ambassadors.
• Provide refresher training where required.
• Identify knowledge and capability gaps within the team.
• Coach Ambassadors to improve confidence, effectiveness, and field execution.
• Ensure Ambassadors understand the service offering, onboarding processes, support procedures, and appropriate stakeholder engagement.

Issue Resolution & Escalation

• Act as the first management escalation point for regional operational issues.
• Assess issues that cannot be resolved by Ambassadors and step in where appropriate.
• Coordinate with relevant internal teams to reach timely resolutions.
• Escalate unresolved issues promptly with clear information and appropriate follow-up until resolved.

Reporting & Stakeholder Feedback

• Provide regular reporting to the Operations team covering performance, activity, challenges, and regional progress.
• Gather feedback from Ambassadors, drivers, operators, and other stakeholders.
• Identify recurring operational challenges, customer concerns, and opportunities for improvement.
• Provide practical feedback to the Operations team to support improvements to processes, training, and support.
• Maintain accurate operational information using digital reporting tools and spreadsheets.

Required Skills & Experience

• Experience managing or coordinating field-based teams.
• Strong team management and performance management skills.
• Experience coordinating field activities, monitoring targets, and tracking KPIs.
• Strong organizational and problem-solving abilities.
• Ability to identify performance gaps and provide practical coaching.
• Strong conflict resolution and issue escalation skills.
• Effective training and coaching capability.
• Excellent interpersonal and stakeholder engagement skills.
• Strong written and verbal communication.
• Ability to produce clear operational reports and work with data.
• Comfortable using smartphones, mobile applications, WhatsApp, digital platforms, digital reporting tools, and spreadsheets.
• Strong English communication skills.
• Setswana proficiency.
• Valid driver's licence.
• Reliable personal transport.
• Must reside in Mahikeng or the surrounding area.
• Willingness and ability to travel extensively within Mahikeng and surrounding operational areas.
• Comfortable working in a highly field-focused, hands-on environment.

Advantageous Experience

Experience in one or more of the following would be beneficial:

• Fintech
• Payments
• Financial services
• Minibus taxi industry
• Field sales
• FMCG
• Activations
• Community-based operations

Measures of Success

Performance In The Role Will Be Assessed Through

• Ambassador performance and attendance.
• Achievement of regional operational targets and KPIs.
• Quality and consistency of field execution.
• Ambassador readiness and capability.
• Effective resolution and escalation of operational issues.
• Quality and consistency of operational reporting.
• Overall stability and effectiveness of regional operations.

Compensation ZAR 20,000–ZAR 25,000 per month Working Hours & Location

• Work Arrangement: On-site
• Location: Mahikeng, North West, South Africa
• Hours: Monday to Friday, with availability required between 07:00 and 18:00
• Travel: Frequent local travel within Mahikeng and surrounding operational areas
• Employment Type: Full-time
• Level: Lead