BPO-Operations Manager
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Job summary
The Operations Manager manages and leads the day-to-day operations and ensures that Service Level Agreement “SLA”, among other program deliverables and operational goals, are met.
Min Qualification:
Bachelors
Experience Level:
Mid level
Experience Length:
4 years
Language Requirement:
English
Working Hours:
Full Time - 9 to 5
Applicant Location:
Nairobi, Kenya
Job descriptions & requirements
I. JOB SUMMARY
The Operations Manager manages and leads the day-to-day operations and ensures that Service Level Agreement “SLA”, among other program deliverables and operational goals, are met. The Operations Manager works in leading the business unit in improvements in processes, policies and operational systems. The Operations Manager also collaborates with stakeholders (client, senior management, support groups) to ensure efficient and effective operational management. It is also expected that the incumbent takes lead to the department’s short/long term planning, forecasting, and resources management.
II. DUTIES & RESPONSIBILITIES
1. Improves operational systems, processes, and policies of the department and provides well-thought-out recommendations using applicable and required tools and processes to monitor trends, in support to the organization’s mission, specifically, better management reporting, information flow and management, business process and organizational planning.
2. Interfaces with internal and external stakeholders on operational matters such as but not limited to forecasting and capacity planning, workforce management and staffing, risk management, and any production-related matters to maintain excellent stakeholder relationships and effectively and efficiently address pressing issues.
3. Controls and manages the department’s set key performance indicators (KPIs), attends to high level operational-related inquiries such as client concerns and technical issues encountered by the team to ensure continuous and satisfactory operational flow.
4. Manages daily metrics of assigned direct reports (e.g., attendance, attrition, adherence, communication, etc.) by setting clear and attainable goals to team members using the ADEC Performance Management System (APMS) to effectively measure performance and address gaps.
5. Discusses and evaluates performance opportunities (such as but not limited to productivity, turnaround and processing times, quality, and attendance) periodically or as needed to set expectations and secure agreements, achieve SLA, create developmental plan as applicable, and guide performance-based decision to improve overall team performance.
6. Conducts regular performance coaching and reviews, provides objective feedback, and documents progress of direct reports to ensure effective and responsive delivery of services.
7. Oversees progress and assigns projects to new hires/transferred employees to ensure seamless integration to the department.
8. Spearheads the alignment of all efforts of the business unit to the company’s direction for the advancement of the business unit, and participates on the overall budget management, short/long term planning, systems, and controls of the business unit to strengthen the business unit’s operations geared towards operational excellence.
9. Leads project transition as need arises, to properly manage changes and/or improvement arising from such.
10. Ensures compliance to company rules and regulations, which shall include but not limited to the Employee Code of Discipline, the policies on Quality Management System, Information Security Management System (ISMS), Environment Health & Safety (EHS), and Environmental Management System (EMS); Data Privacy Act (DPA); and other duties and responsibilities prescribed for all employees.
11. Tracking and monitoring all BPO KPIs, IPIs, and SLAs on daily and weekly basis ensuring >95% compliance
III. JOB REQUIREMENTS
Education
- Graduate of any 4 or 5-year course preferably related business management
Experience
- With at least 3 years managerial experience or its equivalent that is related to the business
- At least 2 years relevant and related experience in the BPO Industry
Eligibility (Training, License, Certification)
Relevant leadership certification is an advantage
Competencies (Knowledge, Skills, Attitudes)
Functional Competencies
- Advanced technical credibility. Uses expertise to identify and solve technical issues promptly, correct problems, and resolve conflicts between theories, policies, procedures, requirements, and regulations.
- Advanced results orientation and accountability. Contributes to defining, articulating, and communicating goals and standards for success; shows how team results contribute to the overall goals of the organization.
- Advanced critical thinking. Conducts assessments; asks critical questions to prepare and interpret data; identifies gaps and patterns in data, seeks root causes; analyzes data; reports findings and trends; interprets complex and often vague sets of information; and makes assumptions in order to continue analysis and/or take action.
- Advanced problem solving and decision making. Applies appropriate methodology to discover or identify policy issues and resource concerns; involves the right people in decision making as needed.
- Advanced organizational awareness. Anticipates outcomes based on an understanding of organizational decision-making bodies and power relationships.
- Advanced external awareness. Considers the impact of changes in organizational directions on meeting the needs of various stakeholders, and internal and external customers.
Leadership Competencies
- Advanced leading others. Involves others in planning and implementing initiatives to create effective plans and gain buy in.
- Applied inspiring shared vision. Recognizes problems, takes corrective and preventive action, and keeps people informed of plans, progress, and decisions.
- Advanced engaging, motivating, and developing others. Creates specific opportunities for their continuing professional development, and strategic development plans that are based on an understanding of the department’s/unit’s future needs.
- Advanced change leadership. Recognizes the need for change across different areas and sets priorities accordingly.
- Applying business acumen. Understands and keeps abreast of the market, client, stakeholders; knows what differentiates the organization from others in the industry; and identifies the unique value proposition of the organization.
- Advanced strategic thinking. Conducts research, uses data/evidence from relevant sources to support the development of a strategic plan.
Core Competencies
- Advanced Commitment to the Company’s vision & mission
- Advanced Customer Focus, Excellence, Respect, Teamwork, Integrity, Commitment.
- Advanced Personal awareness, Identifies the strengths of others and leverages their skills (in addition to one’s own) to manage uncertain situations.
- Advanced Social Competence. Listens actively to people's concerns and communicates an understanding of their situation and how they feel.
- Advanced Communicating effectively. Facilitates open communication and information exchange; openly and constructively discusses diverse perspectives that could lead to misunderstandings.
- Advanced Collaboration. Builds a collaborative environment; encourages cross team/cross functional area cooperation when needed.
- Advanced Creativity and Innovation. Comes up with alternatives to addressing problems; some of which may require fine tuning of what already exists.
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