From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people’s lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.
Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.
And we’re insanely dedicated to creating a work environment that you look forward to every single day. That’s why we invest heavily in our employee engagement, so you enjoy the tech industry’s best perks. Together with the whole Pride, (lion roar for "family") employees, customers, and partners, we’re on a mission to break new ground and lead the real estate industry into a digital-first future.
We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the Cape Town office.
Please note, the successful candidate will be required to work UK hours, 09:00 to 17:30, Monday to Friday, and therefore will be able to take leave on UK public holidays in place of recognised South African public holidays.
POSITION OVERVIEW:
As an Operations Manager in the Managed Services (MS) team, you will be responsible for driving the build and roll out of the operational framework whilst managing a team of Engagement Managers & client facing SME’s e.g. System Administrators in South Africa. This is a new role within the business and the successful candidate would be required to act as an Engagement Manager as the team is built out.
The Operations Manager ensures high-quality, consistent and scalable service delivery across the MS functions in EMEA. You will be responsible for operational process design, client operations readiness, delivery governance and team coordination. It will be your duty to provide leadership, mentoring and training to employees, while collaborating with other SME Managers to handle the distribution of work and ensuring engagements are carried out successfully, in accordance with the scope of work.
Once the team is built out, as a manager, it is anticipated you will balance your time between managing, leading people and carrying out client facing activities. Your time spent across these areas may be adjusted and will be communicated by the leadership team if applicable. The below responsibilities are not an exhaustive list, and each one could contain more sub-tasks.
RESPONSIBILITIES:
People Management
- Conducting 1:1s with your direct reports (bi-weekly or as required).
- Conducting Team check-ins.
- Managing the full performance review process including addressing development opportunities and skills gaps for work coming in.
- Support onboarding, training, and performance coaching of team members.
- Managing leave and schedules.
- Collaborating with Team Leads and Managers in Managed Services to promote a connected environment.
- Collaborating with Senior Management and HR/TA with regards to recruitment and selection and the interview process.
- Collaborate with business leaders across regions to strengthen the team with an emphasis on people management, culture and delivery excellence.
Operations focused & other responsibilities
- Oversee day-to-day service operations across multiple clients in the EMEA region.
- Design, implement, and manage scalable operational processes and SOPs to support delivery consistency and maturity alongside the Directors, Team Managers and Engagement Managers.
- Build out client operations and delivery readiness frameworks to ensure service excellence from onboarding through ongoing execution.
- Lead operational reporting and service reviews with internal leadership and client stakeholders.
- Coordinate with other SME Managers to align delivery processes and ensure smooth cross-regional collaboration.
- Identify opportunities for efficiency, automation, and continuous improvement.
- Assist leadership team with special projects, operating mechanisms, initiatives for the Managed Services organisation.
REQUIREMENTS:
Comprehensive knowledge of operation functions in a software services context.
- 5+ years of experience in service delivery, operations, or client management roles.
- Demonstrated ability to lead cross-functional teams and drive operational excellence.
- Strong problem-solving, process design, and stakeholder engagement skills.
- Familiarity with delivery frameworks such as Lean, or Agile (certifications are a plus).
- Must have previous management experience.
We’re obsessed with making this the best job you’ve ever had!
We want our teams to love working here, so we’ve created some incredible perks for you to enjoy:
- We want our staff to love working here, and so we’ve created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group
- Have confidence in your health with our offered Medical Aid Scheme.
- Invest in our competitive Personal Pension plan and help set you up for your future.
- Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).
- Enjoy a fantastic work-life balance with 25 days of annual leave plus public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose!
- Further your professional development with our Tuition Reimbursement Schemes
- Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!
MRI continues to strive to amaze as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI’s high client experience standard and continuing our growth in the PropTech space.
Amazing growth takes amazing employees. Are you up to the challenge?
We know the
confidence gap
and imposter syndrome
can get in the way of meeting remarkable candidates, so please don’t hesitate to apply — we’d love to hear from you!As a global company, we believe diversity brings benefits for our people, customers and clients. This is why MRI Software is committed to being an inclusive employer, regardless of your ethnicity, religion, sexual orientation, gender identity, disability, age, military and veteran status.
Diversity, Equality and Inclusion are values that are critical to our success; come and see for yourself.