Operations Manager

Confidential

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A reputable organization seeks to fill the above position with suitable and qualified persons.

Reporting To: 

  • GM Operations

Responsible for: 

  • Unit Management Team, Technicians, Customer Relations

Duties and Responsibility,

  • To develop a culture to ensure consistent excellence in customer service.
  • To produce, in liaison with the Operations team, an annual operational plan for the business identifying key areas for growth and financial prudence with the best service delivery methodology.
  • To ensure rigorous systems of financial control and management are in place and that all key financial targets are met.
  • To be fully involved in the interpretation and delivery of the corporate strategy as it relates to their unit ensuring effective feedback to the Executive Team as appropriate.
  • To provide a safe and secure environment for both staff and customers.
  • To provide reception cover during off-peak periods
  • To ensure the unit is self-sufficient with regards to sickness, holiday, vacancies and any other required cover.
  • To ensure that the 3 or 4 weeks rolling roster is adhered to by all Management

Customer Service:

  • To maintain the quality of Service delivery and unit appearance.
  • To strive to constantly achieve operating standards
  • To regularly and systematically check standards and identify action for improvement
  • To have a working knowledge of all aspects of the business and maintain constant involvement of self in tasks
  • To respond to customer comments and feedback in line with Company policy.
  • To encourage a proactive culture to minimize all customer escalations.
  • To ensure Front of House Management takes responsibility and ownership of the
  • technical department but recognizing that overall responsibility remains with the General Manager.
  • To promote a healthy working relationship with the customer
  • To cascade information to the management team and staff members as appropriate through regular and effective meetings, utilizing a formal structure to include an agenda and written minutes

Financial Management:

  • To ensure achievement of all unit budget targets
  • To monitor and react to financial budgets and spending targets to ensure the best use of company funds.
  • To ensure that all appropriate financial targets are communicated to teams and that full understanding is maintained at a relevant level
  • To ensure that reporting of statistics to the support center is timely and accurate
  • To continually monitor all costs especially labor costs to keep in line with budgets.
  • To cascade information to the management team and staff members as appropriate through regular and effective meetings, utilizing a formal structure to include an agenda and written minutes
  • To attend and participate fully in all regional meetings sharing best practice with colleagues throughout the Company
  • To maintain staff, notice boards as an effective communication tool, ensuring the company and legal standards are maintained
  • To maintain close contact with and communicate to all external bodies as appropriate
  • To understand and utilize all administrative practices and systems

Job Requirement:

  • Bachelor's degree (BSc,BA, BEng/Tech., etc.) from a recognized University with a minimum of a second class upper
  • 6 - 12+ years of Operations with Peoples Management
  • Prior experience in professional services, preferably at Telecommunications
  • Proven leadership skills demonstrating sound judgment, problem-solving, and decision- making abilities
  • Experience with working independently on multiple assignments or engagements
  • Good client management experience and project coordination skills
  • Excellent verbal and written communication skills
  • High energy and performance drive, enthusiasm and an entrepreneurial spirit
  • Ability to multitask, prioritize and pay keen attention to details
  • Creativity, confidence and flexibility.

Summary

Company

Confidential

Job Level

Manager (Staff Supervisor/Head of Department)

Location

Lagos

Specialization

Customer Service

Job Type

Full-Time

Minimum Qualification

Degree

Preferred Years of Experience

5 - 7 years