New
2 days ago
Operations Manager And Training Lead
TriMerge Consulting Ltd.
Management & Business Development
IT & Telecoms
NGN
400,000 - 600,000
Easy Apply
Job Summary
TriMerge Consulting, Ltd. seeks an Operations Manager & Training Lead in Lagos to drive operational excellence, build systems, lead teams, and deliver US-quality BPO services. The role combines process design, training, client management, and strategic growth for a fast-scaling professional services operation.
- Minimum Qualification : Degree
- Experience Level : Senior level
- Experience Length : 5 years
- Working Hours : Full Time
Job Description/Requirements
Responsibilities:
Operational Leadership (40%)
- Establish Operational Excellence:
- Design and implement operational processes, workflows, and SOPs
- Create quality assurance frameworks and performance management systems
- Establish client delivery standards and service level agreements (SLAs)
- Build operational dashboards and reporting mechanisms (Microsoft 365)
- Ensure compliance with Nigerian labor law and US client requirements
- Manage day-to-day operations as the team scales from 5 → 50+ staff
Systems & Process Design
- Apply Big 4 methodologies (process documentation, controls, quality reviews)
- Create templates, checklists, and job aids for consistent execution
- Implement project management and workflow tools (Microsoft Planner, SharePoint)
- Design escalation procedures and issue resolution protocols
- Build knowledge management systems
- Client Relationship Management:
- Serve as the primary point of contact for operational issues with US leadership
- Ensure client satisfaction through quality delivery and proactive communication
- Manage client onboarding and expectation setting
- Handle escalations and service recovery
Training and Organisational Development (40%)
- Training Infrastructure Implementation: Operationalize TriMerge Learning Central (LMS built on SharePoint/Microsoft 365)
- Manage employee training records, progress tracking, and certification
- Conduct live training sessions and facilitate learning cohorts
- Create and refine training content (videos, handouts, assessments)
- Design and deliver specialized training for different service lines (admin support, customer service, procurement, finance)
Capability Building
- Identify skill gaps and design training interventions
- Develop career progression frameworks and competency models
- Coach and mentor team leads and supervisors
- Build a culture of continuous learning and professional development
- Partner with managers to create individual development plans
Quality & Performance Management
- Conduct quality audits and provide feedback/coaching
- Design performance evaluation frameworks
- Create remediation plans for underperforming staff
- Recognize and reward high performers
- Build internal trainer capacity (train-the-trainer)
Team Management and Leadership (15%)
People Leadership
- Directly supervise 2–4 functional leads (Training Manager, Admin Coordinator, Team Leads)
- Provide guidance, coaching, and performance management
- Conduct regular 1-on-1s and team meetings
- Make hiring and termination decisions with US leadership approval
- Build a high-performing, motivated team culture
Recruitment & Onboarding:
- Lead recruitment for key positions (working with Admin Coordinator)
- Conduct interviews and make hiring recommendations
- Design and facilitate a comprehensive onboarding experience
- Ensure new hires are set up for success from Day 1
Strategic Planning And Reporting (5%)
Business Planning
- Support 18-month growth plan execution (5 → 100 staff)
- Provide input on service line expansion and capability development
- Identify operational risks and mitigation strategies
- Recommend process improvements and efficiency gains
Reporting & Analytics
- Provide weekly operational reports to US leadership
- Track KPIs: utilization, quality scores, client satisfaction, employee retention
- Analyze trends and provide insights
- Manage budget and forecast operational expenses
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 nearly complete)
- Big 4 experience strongly preferred (PwC, KPMG, Deloitte, EY, or equivalent mid-tier firm)
- Minimum 5–8 years of progressive professional experience in: Audit and assurance, OR Management consulting, OR Advisory services, OR Operations management in professional services
- At least 2–3 years in roles involving: Process design and documentation, Quality assurance and controls, Training and capability building, Team leadership, or project management
- Proven track record of building structure, systems, and standards
- Experience working with US clients or international standards (preferred)
- Experience in startup, growth, or transformation environments (highly valued)
- Expert-level Microsoft 365 (Excel, Word, PowerPoint, SharePoint, Teams, Planner)
- Process documentation and SOPs – can create from scratch
- Project management – can manage multiple priorities simultaneously
- Data analysis and reporting – comfortable with dashboards and metrics
- Quality assurance frameworks – understands audit methodology and can apply to operations
- Training delivery – comfortable facilitating training sessions
- Learning Management Systems (LMS) – experience administering or using (bonus)
- Big 4 Senior Associate, Manager, or Senior Manager experience (Preferred)
- Experience in BPO, shared services, or outsourcing operations (Preferred)
- Managed teams of 10+ people in an operational or service delivery context (Preferred)
- Training or L&D certification (ATD, facilitation, instructional design) (Preferred)
- Experience with Microsoft Power Platform (Power BI, Power Automate, Power Apps) (Preferred)
- PMP, Six Sigma, Lean, or similar process improvement certifications (Preferred)
- Previous experience building something from scratch (startup, new business unit, transformation) (Preferred)
- Lived or worked in the United States (understands US business culture firsthand) (Preferred)
- Experience supporting US federal government clients or understanding of compliance-heavy environments (Preferred)
Important Safety Tips
- Do not make any payment without confirming with the Jobberman Customer Support Team.
- If you think this advert is not genuine, please report it via the Report Job link below.
