Head of Operations
Anonymous Employer
Nairobi, Kenya
1d ago
source : BrighterMonday

Job Summary

Oversee the Operations function in the company to ensure client service delivery to the set standards and assure customer satisfaction

  • Minimum Qualification : Bachelor
  • Experience Level : Management level
  • Experience Length : 5 years
  • Job Description

    Reporting to : General Manager

    Duties & Responsibilities

  • Operations staff training and development
  • Shift scheduling and management
  • Attendance management
  • Leave management
  • Performance management
  • Formulation, implementation & administration of operational strategies, plans and procedures
  • Oversee adherence to set Service Level Agreement with the clients across all branches
  • Formulate, implement and oversee risk management strategies in the operations function
  • Responsible for the maintenance and proper functioning of all systems under the operations function
  • Client relations - follow up on open operations items, raise new issues if any, review operations reports with clients
  • Customer service ensure that the set customer service standards are upheld across all branches; ensure that customer support requests are resolved promptly;
  • ensure that customer related incidents are addressed and closed promptly.

  • Design and implement appropriate records management structures
  • Prepare performance and analytics reports on all branch operations
  • Prepare the annual budget for the operations department and put in place checks and controls to ensure adherence the budget
  • Liaise with other functional department heads on areas where operations converge with their respective functions
  • Oversee operationalization of any system updates, enhancements or changes and champion the various support systems in use at the company.
  • Any other related duties that may be assigned from time to time
  • Qualifications

  • Bachelor’s degree in business or finance related field
  • Professional training in related field
  • At least 5 years relevant working experience in a similar position
  • Experience in an organization with branch operations
  • Others

  • High integrity
  • Result oriented
  • Self-driven
  • Strong leadership abilities
  • Aptitude in decision making and problem solving
  • Demonstrated competency in strategic planning
  • Working knowledge of data analysis and operations metrics
  • Good communication skills
  • Broad understanding of other business functions e.g. finance,HR
  • Salary : 120K 200K (depending on experience & qualification)

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