Awaiting formal job offer after being selected as top candidate at my company

I applied for a position at my current company and went through the interview process a few weeks ago. On July 2nd, I was informed that I was the top candidate, and on July 6th, I received a call from the operations manager offering me the job. The following day, I reached out to confirm if I should expect a call from HR for a formal offer and was assured that I would. Now, it's been almost 20 days with no communication whatsoever. I've tried to follow up but have not received any responses. It's incredibly frustrating to be left in the dark after being told I was the preferred candidate. I'm starting to feel anxious about the situation and wondering if I should continue to wait or start looking for other opportunities.

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