Senior Operations Manager

Job title : Senior Operations Manager

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.

• Administrative / Management jobs