Senior Operations Manager

3 days ago

Lagos, Lagos, Nigeria Tek Experts Full time

Responsibilities

Operational Responsibilities:

  • Plan by prioritizing customer, staff, and organizational requirements while serving as part of the escalation path for operational issues when needed.
  • Onboard a team of specialists and develop the business unit knowledge in Tek Experts.
  • Manage and maintain strong relationships with clients, maintaining continuous lines of communication, and keeping relevant key stakeholders informed of all critical issues.
  • Responsible for a wider perspective of metrics achievement while ensuring the support team meet KPIs and SLA.
  • Manage Operations Managers and delivery managers locally - Run, analyze reports, and create action items to improve the operation and ensure metrics achievement, owning and suggesting plans around people management, attrition, training, and empowerment together with team and stakeholders.
  • Manage headcount numbers and work with the client director to update the quotas/targets.
  • Maintain open communication with the delivery team to review team's status, metrics, possible issues/needs and proceed with actions while keeping the managers updated on latest news, action plans, etc.
  • Attend regular operational and business review meetings as well as concurrent meetings with customer's managers.
  • Participate in the review processes and workflow to diagnose areas for improvement.
  • Create, implement and maintain business processes, proactively proposing improvement plans where gaps are noticed.
  • Performance management and people development Talent Management for the LoB.

People Responsibilities:

  • Play a key role in building management depth by providing guidance and mentorship to all levels of leadership within the line of business.
  • Responsible for communicating the strategy and guiding operations managers in attracting, retaining, and developing talent while driving culture and engagement initiatives.
  • Ensure the performance management process is in place along with resource & succession planning.
  • Develop strong, trusting relationships with operations managers and team members, coaching, mentoring, and inspiring the operations management team to deliver high employee engagement. Promote a culture that encourages top performance and high morale.
  • Work with operations managers to create challenging & achievable goals while creating an atmosphere of success. Ensure employees know what is expected of them at work so that they can commit, deliver, and focus on what matters most.
  • Manage policy design, approval, and compliance.

Qualifications

  • Bachelor's degree or equivalent work experience required, preferred ITIL or related certifications, master's degree is desirable.
  • Must have completed the compulsory 1-year NYSC or have an exemption certificate.
  • Professional fluency in English is essential, both written and spoken.
  • 5-10 years of leadership and people management experience in similar role or capacity, proven operations background.
  • Proven experience of managing and developing two levels of management and their direct reports and the ability to build, develop and manage strong client relations, build on trust and integrity.
  • Ability to analyze complex problems, interpret operational needs, and develop integrated, creative solutions.
  • Advanced analytical, evaluative, objective critical thinking, multi-tasking, interpersonal, people management, organizational, and presentation skills.
  • Strong verbal and written communication and customer-centric focus - ability to communicate clearly and in a timely manner with team, customers, internal & external stakeholders.
  • Strong People Management ability supporting company values, experience with leading multiple teams and in leading managers and teams through a fast changing environment.
  • General knowledge of social, political, economics, finance, labor laws and regulations.
  • Previous success motivating and engaging teams to deliver high customer satisfaction within defined cost budgets - performance management, staffing, management proficiency, coordination, coaching, and recognition.
  • Previous experience managing operations business, process improvement, decision making, strategic planning, and quality management skills.

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