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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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Responsibilities

Operational Responsibilities:

• End-to-end accountability of operational delivery, team execution, customer relationship, and LoB growth, setting strategic goals for operational efficiency, increased productivity, and minimizing cost.
• Collaborate with senior management in the development of performance goals and long-term operational plans, ensuring Global team create, implement and maintain business processes.
• Maximize efficiency and productivity through extensive process analysis and interdepartmental collaboration.
• Work and collaborates on development of financial and budgetary plans as well as growth of the designated Line of Business.
• Manage and maintain strong relationships with clients, maintain continuous lines of communication, and keeping relevant key stakeholders informed of all critical issues.
• Develop, implement, and monitor day-to-day operational systems and processes that provide visibility into goals, progress, and obstacles for our key initiatives.
• Responsible for Global Line of Business (LOB) performance metrics achievement; plan, monitor, and analyze key metrics for the day-to-day performance of the operations Work closely with human resources to lead team with integrity and establish and maintain a trusting, inclusive, and productive environment.
• Develop & maintain business unit knowledge in Tek Experts.
• When needed, serve as part of the escalation path for operational issues.
• Manage Operations Managers and Senior Operations Managers, attending regular operational and business review meetings.
• Overview Global headcount numbers against forecast.
• Maintain open communication with the Operational Manager 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.
• Performance management and people development (Talent Management) for the LoB.
• Provide strategies around continuous improvement around people management, attrition, soft skill and technical training, and empowerment together with team and stakeholders.
• Partner with cross-functional support teams in improving the proprietary tools and systems.
• Excellent ability to delegate responsibilities while maintaining organizational control of branch operations and customer service.

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 continuous improvement culture and engagement initiatives.
• Ensure global performance management process is in place, with a coaching culture to ensure all employees develop and grow.
• Ensure strong communication 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.
• Coach, mentor, and inspire the operations management team to deliver high employee engagement. Promote a culture that encourages top performance and high morale.

Qualifications

• Bachelor’s degree or equivalent work experience required, preferred ITIL or related certifications, master’s degree is desirable, along with 10+ years of leadership and people management experience in a similar role or capacity, proven operations background.
• Must have completed the compulsory 1-year NYSC or have an exemption certificate.
• Professional fluency in English is essential, both written and spoken.
• Superior knowledge of multiple operational functions and principles, including customer service, production, and employee management.
• Positive track record in client relationship management, account growth, and managing and developing two levels of management and their direct reports.
• Proven ability to plan and manage operational process and related financials for maximum efficiency and productivity.
• Ability to streamline and implement new structures and roles that create speed, efficiency, and support rapidly shifting business demands, to analyze complex problems, interpret operational needs, develop integrated, creative solutions, and make decisions, even with limited data.
• Experience in leading high-tech fast-paced organizations through rapidly changing environments while managing multiple tasks and projects simultaneously.
• Strong People Management ability supporting company values, experience with leading multiple teams, and influence leadership while driving account growth.
• Advanced analytical, evaluative, and objective critical thinking skills.
• Strong verbal and written communication and presentation skills with customer-centric focus.
• Ability to communicate clearly and in a timely manner with team, customers, internal & external stakeholders.
• 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 in managing operations business, process improvement, decision making, strategic planning, and quality management skills.