Operations & Process Improvement Manager

IMA is a creative agency that builds brands people want to be part of. We’re looking for a detail-driven Operations & Process Improvement Manager to help turn ambitious business strategies into scalable, efficient ways of working. If you enjoy building structure, improving processes, and driving operational excellence, we'd love to hear from you.

What You’ll Get From us

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A chance to develop your career within an award-winning, people-first creative agency

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Member of the Institute of Practitioners for Advertising

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Access to Paymenow and Payjoy to aid with financial wellbeing

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Enrolment into Medical Aid and Medical Insurance Gap Cover

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Disability cover

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The chance to become a part of a growing studio

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Global office locations

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Group life cover

The Role You will be the operational engine behind global strategic workstreams. Your mission is to take

high-level strategy and turn it into the operational backbone of our business. You will support in

deconstructing the B2B customer lifecycle, build the SOPs, and manage the execution of our

global Customer Experience initiatives.

What You’ll Be Doing

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Process Deconstruction: Break down the ''Client Run Track'' (Exploration, Onboarding, Growth, Maturity, and Offboarding) into granular, executable sub-steps.

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SOP Development: Draft formal Standard Operating Procedures (SOPs) for each stage to ensure global consistency.

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CX Operationalization: Manage the back end ''heavy lifting'' for the “CX Horizons” project, including recruitment and scheduling for the Global Customer Panel.

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Infrastructure Build: Physically set up and maintain the tracking tools and dashboards (G-Suite, CRMs, or Project Management software) required to manage these lifecycles.

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Friction Hunting: Constantly audit existing workflows to identify ''leakage'' and design lean interventions to improve efficiency.

What We’re Looking For

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4–7 years in a mid-senior operational role

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Qualifications: Degree in Business, Engineering, Information Systems, Operations Management, or a related field

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Certifications: Lean Six Sigma (Green Belt), PMP, or Prince2 are highly advantageous.

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Tech Stack: Proficiency in process mapping tools (Miro, LucidChart, Visio) and advanced G-Suite/Project Management platforms.

Our Values at IMA Own It. Build Trust. Stay Hungry. These principles shape how we work - with each other, with clients, and with the world.

Apply Now We welcome applications from people of all backgrounds, perspectives, and experiences. If this role sounds like a fit, we’d love to hear from you.

We are an equal opportunity employer. Preference will be given to suitably qualified candidates from designated groups in line with the company’s Employment Equity Plan.