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Operations Manager - Lusaka - Lusaka, Zambia

  • Harare, Zimbabwe

Job Details

Job ID: #9817
Job Location Lusaka, Zambia
Company Type Financial Services
Job Role Operations Manager - Lusaka
Joining Date ASAP
Employment Type Full Time
Monthly Salary ZMW30,000 Gross per month

Preferred Candidate

Career Level Senior Management
Years of Experience 5
Residence Location Lusaka, Zambia
Gender Not Specified
Nationality Zambian National or Resident

Job Description

  • Job Status: Closed

Our Client, a well established company that deals in Financial Services is looking for an Operations Manager to join their team.

Duties and Responsibilities include but are not subject to:
Strategic Leadership
Co-develop and conceptualise the Operational Strategy and plan in line with the vision and strategic objectives of the business.
Review, monitor and report on the Operations Division’s strategy translation and implementation whilst ensuring alignment across the internal division.
Operations Division Management
Operational Systems and Processes
Collaborate with management team to design, develop and implement plans for the operational, systems, processes, and personnel designed to accommodate the rapid growth objectives of the company.
Ensure a stable operating environment in partnership with IT and other support organizations.
Research and benchmark operational and Call Centre systems and practices.
Operations Efficiency and Productivity
Responsible for the capacity planning pertaining to existing physical Call Centres facilities as well as establishing, executing, delivering and expanding contact centre services and physical Call Centre facilities as required.
Ensure all projects relating to operations are delivered on time and within budgets and effective target KPIs.
Ensure the effective and productive application of human resources and continuous performance improvement within the division.
Driving performance measures for the operations (including a consideration of efficiency versus effectiveness and profitability)
Research and propose improvements in the operations division (workplace, equipment, “tools”) to support productivity and a positive work environment.
Financial Management
Conduct budgeting and forecasting processes for operations division in accordance with the companies' financial management policies and practices.
Safeguarding of company assets under control of the operations department.
Identification, reporting on and monitoring of risk in the operations division and throughout the business.
Operations Performance Management and Reporting
Develop templates in collaboration with Business Intelligence to ensure accurate measurement of and reporting accurately, comprehensively and timely on operations performance.
Analyse and interpret operations performance information and ensure monitoring of relevant performance.
Review and consider operations reports and update targets where needed and initiate appropriate actions.
Remain knowledgeable of market and industry trends, competitors, and all aspects of the companies' market.
Stakeholder Relationship Building
Building relationships with both external stakeholders (suppliers, contractors etc), as well as internal stakeholders.
Team Leadership and People Management
Provide visible and clear leadership to Call Centre operations promoting a culture of high performance and customer focus.
Providing direction and management to the functional managers with the emphasis on building a cohesive and well-motivated team.
Motivate and lead a high-performance team; mentor direct reports to cultivate skills and to increase consciousness of the interrelationship between each department in the operational departments.
Establish a robust training and coaching regime designed to maximise individual performance.
Define and maintain an operations culture in alignment with the company values and in support of the client profile of the business.
Maintain a department organizational structure, capacity (knowledge and skill) and career pathing/succession plans to meet applicable company strategies and operational targets.
Implement the companies' performance management policy and procedures (inclusive of maintaining discipline in accordance with the companies' policy and procedures).

Key Skills
Strong conceptual skills with the distinct ability to contribute at strategic level and the ability to manage a wide scope of operational activities and stakeholders (inclusive of the ability to attend to detail).
Analytical minded with strong numerical skills and the ability and experience to use data and management information to drive and inform decision-making.
A strong commercial orientation and business acumen.
Outstanding leadership skills.
Strong team-player who will actively contribute and work with the companies' leadership.
Excellent verbal, presentation and report writing communication skills in English.

  • Job Role: Operations Manager - Lusaka
  • Industry: Business / Strategic Management
  • Salary: ZMW30,000 Gross per month

Required Skills

5 Years of Experience
Credible operational experience of 8 years of which at least 3 years at management level, preferably gained in industries with a strong service and process bias (i.e. credit; financial services; retail) with experience in functional areas, such as operations; planning; process design, implementation and management; customer care.
Engineering Degree

Additional Requirements

Financial Services

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