Operations & Capability Lead

Responsibilities:

Operational Leadership & Architecture (40%)

• Build scalable systems and operational infrastructure from the ground up
• Standardize workflows and eliminate ambiguity across functions\
• Design SOPs, templates, and execution playbooks
• Establish service delivery standards and SLAs
• Implement quality assurance and performance management frameworks
• Develop dashboards and reporting systems using Microsoft 365 tools
• Ensure compliance with Nigerian labor law and U.S. client requirements
• Manage day-to-day operations as staff scales from 5 → 50+ employees

Systems & Process Design

• Apply Big 4 methodologies (process documentation, controls, review structures)
• Implement project management and workflow tools (Planner, SharePoint, Teams)
• Build escalation procedures and issue-resolution protocols
• Develop knowledge management and documentation repositories
• Create execution checklists and job aids for consistency

 Client Delivery & Relationship Management: Delivery Leadership

• Ensure consistent, high-quality client delivery across service lines
• Manage operational capacity and workforce allocation
• Anticipate delivery breakdowns before they occur
• Serve as the primary operational liaison to U.S. leadership
• Lead onboarding, expectation setting, and service recovery when needed
• Maintain proactive communication and client satisfaction metrics

Organizational Capability & Performance Development (40%)Capability Building

• Identify skill gaps and design targeted development interventions
• Build competency frameworks and career progression pathways\
• Mentor team leads and supervisors
• Partner with managers on individual development plans
• Foster a culture of continuous improvement and professional growth

Quality & Performance Management

• Conduct operational quality audits and coaching sessions
• Design performance evaluation frameworks
• Develop remediation plans for underperforming staff
• Recognize and reward high performers
• Build internal facilitator capacity (“train-the-trainer” model)
• Maintain learning systems and employee certification tracking

Team Management & Leadership 

• Directly supervise 2–4 functional leads
• Conduct regular 1-on-1s and structured team meetings
• Provide performance coaching and development guidance
• Make hiring and termination decisions with U.S. leadership approval
• Build a high-performing, accountable, and motivated team culture

Recruitment & Onboarding

• Lead recruitment for key operational roles
• Conduct structured interviews and hiring recommendations
• Design and facilitate comprehensive onboarding experiences
• Ensure new hires are productive from Day 1

Strategic Planning & Reporting (5%)Business Planning

• Support execution of 18-month growth strategy (5 → 100 staff)
  
• Identify operational risks and mitigation strategies
  
• Recommend process improvements and efficiency gains
  
• Provide insight into service line expansion and capability needs

Reporting & Analytics

• Deliver weekly operational reports to U.S. leadership
• Track KPIs including:, Utilization, Error rates, Turnaround times, SLA adherence, Quality scores, Client satisfaction\, Employee retention
• Analyze trends and produce executive-level insights
• Manage operational budgets and expense forecasts

Essential Capabilities & MindsetOperational DNA

• Operational Architecture: Naturally builds systems and structure
• Process Obsession: Loves documentation, workflows, and controls
• Metrics-Driven: Decisions grounded in utilization, error rates, SLAs, and turnaround data
• Delivery Leadership: Maintains consistency under pressure
• Calm Authority: Chaos does not rattle them
• Strategic Foresight: Sees what breaks at 20 employees when the company has 8

Requirements:

• Bachelor’s degree in Accounting, Finance, Business Administration, or related field (Master’s preferred)
• Professional certification: ICAN (ACA), ACCA, CIA, or equivalent (in progress, acceptable if near completion)
• 5–8+ years progressive professional experience in: Audit & Assurance, OR Management Consulting, OR Advisory Services, OR\Operations Management in professional services
• 2–3+ years in process design, QA, capability development, or project leadership
• Proven success in building systems and standards from scratch
• Experience with U.S. clients or international standards preferred
• Startup, growth, or transformation environment experience is highly valued
• Expert-level Microsoft 365 (Excel, Word, PowerPoint, SharePoint, Teams, Planner)
• SOP and process documentation from scratch
• Project and multi-priority management
• Data analysis and dashboard reporting
• Quality assurance and audit methodologies
• Facilitation and group delivery skills
• LMS administration experience (bonus)
• Big 4 Senior Associate / Manager / Senior Manager background (Preferred)
• BPO, shared services, or outsourcing operations experience (Preferred)
• Managed teams of 10+ in service delivery contexts (Preferred)
• Microsoft Power Platform (Power BI, Power Automate, Power Apps) (Preferred)
• PMP, Six Sigma, Lean certifications (Preferred)
• Experience building new business units or startups (Preferred)
• Lived or worked in the United States (Preferred)
• Experience supporting compliance-heavy or federal clients (Preferred)