Kenya-Operations and Service Delivery Manager at Workforce Africa – May 2024

Kenya-Operations and Service Delivery Manager

Operations & Service Delivery Manager.

  • As an Operations and Service Delivery Manager the role involves overseeing both operational functions and service delivery to ensure seamless operations and exceptional customer experience.

Key Responsibilities.

Operational Management:

  • Supervise day-to-day operational activities, including transaction processing, account management, and administrative tasks.
  • Develop and implement operational policies, procedures, and controls to ensure efficiency, accuracy, and compliance with regulations.
  • Monitor operational performance metrics and implement improvements to optimize processes and enhance productivity.

Service Delivery Oversight:

  • Define service delivery standards and establish service level agreements (SLAs) to meet customer expectations.
  • Monitor service delivery performance against SLAs and implement corrective actions as needed to maintain high levels of customer satisfaction.
  • Develop and implement customer feedback mechanisms to continuously improve service quality and responsiveness.

Customer Relationship Management (CRM):

  • Build and maintain strong relationships with customers by understanding their needs and providing responsive and personalized service.
  • Address customer inquiries, complaints, and escalations in a timely and effective manner to resolve issues and ensure customer retention.
  • Collaborate with other departments to identify opportunities for cross-selling or upselling products and services to customers.

Team Leadership and Development:

  • Lead and motivate a team of operations and service delivery staff to achieve departmental goals and objectives.
  • Provide coaching, training, and development opportunities to enhance the skills and capabilities of team members.
  • Foster a positive work environment that promotes teamwork, collaboration, and continuous improvement.

Quality Assurance and Compliance:

  • Ensure adherence to regulatory requirements, industry standards, and internal policies related to operations and service delivery.
  • Conduct regular audits and quality assurance reviews to identify compliance gaps and implement corrective actions.
  • Stay updated on regulatory changes and industry best practices to proactively address compliance issues.

Technology and Process Improvement:

  • Identify opportunities to leverage technology solutions to streamline operations and enhance service delivery.
  • Collaborate with IT and other stakeholders to implement system enhancements or upgrades to improve efficiency and customer experience.
  • Drive process improvement initiatives to eliminate bottlenecks, reduce errors, and enhance operational efficiency.

Risk Management:

  • Identify and assess operational risks and implement controls to mitigate risks and prevent losses.
  • Develop and maintain business continuity plans and disaster recovery strategies to ensure the resilience of operations and service delivery functions.
  • Monitor emerging risks and trends in the industry and take proactive measures to address potential risks.

Vendor and Supplier Management:

  • Manage relationships with external vendors, suppliers, and service providers to ensure the timely and cost-effective delivery of services.
  • Negotiate contracts, evaluate vendor performance, and resolve any issues or disputes that may arise.
  • Continuously assess vendor capabilities and seek opportunities to optimize vendor relationships.

Budgeting and Expense Management: 

  • Participating in the development of budgets for operational expenses and managing expenditures within budgetary constraints. This includes monitoring expenses, identifying cost-saving opportunities, and optimizing resource utilization.
  • Business Continuity Planning: Developing and maintaining business continuity plans to ensure the resilience of operations in the event of disruptions, such as natural disasters, cybersecurity incidents, or other emergencies. This includes implementing measures to minimize downtime and ensure the continuity of critical operations.
  • Reporting and Analysis: Generating reports and analyzing operational data to track performance metrics, identify trends, and make data-driven decisions. This includes preparing regular reports for management and stakeholders to assess operational performance and identify areas for improvement.

Academic Qualifications

  • Bachelor’s degree in business administration, Finance, Economics, Accounting, or a related field.
  • Minimum four (4) years’ experience in a supervisory level,

Required Technical Knowledge

  • Budgeting, financial planning
  • Ability to conduct market research and Intelligence.
  • Data Analytics.
  • Performance management
  • Training & Development
  • Risk Assessment and management

Required Skills & Personal Attributes

  • Logical and creative.
  • Able to identify and diagnose problems.
  • Patient and Persistent.
  • Presentation skills.
  • Performance Indicators
  • Customer Satisfaction Score (CSAT)
  • Service Level Agreement (SLA) Compliance
  • Operational Efficiency Metrics
  • Process Improvement Initiatives
  • Quality Assurance Metrics
  • Risk Management
  • Financial Performance

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