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A reputable Company based in Accra currently positioned to venture into extensive digitization of data and their value-added transfer into electronic data systems, is seeking to recruit highly motivated and results driven individuals with the requisite professional competencies and experience to fill the role as Operations Manager
ROLE TITLE: OPERATION MANAGER
REPORTS TO: GENERAL MANAGER
JOB PURPOSE
To manage the operations of the data capturing and business intelligence unit to ensure the attainment of business goals.
KEY RESPONSIBILITIES
Strategy & Policy Development
Provide input into the development and implementation of strategy for the Data Capturing & BI Centre as part of the overall corporate strategy of the Company.
Participate in the development of policies, standards operating procedures (SOPs) and other support systems including monitoring mechanisms for managing the Centre to achieve targeted objectives.
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Liaise with appropriate departments/units to source, sub-let and execute services/projects (both domestic and international) in line with the overall business goals and objectives.
Operations Management
- Develop and maintain appropriate systems to monitor productivity, project scope, project team and budget to ensure that project deliverables are executed to meet client’s specifications and company objectives.
- Design effective and efficient service delivery systems, processes and methodologies to ensure proper monitoring and/or control of the entire operations at the Centre.
- Conduct investigations into incidents that affect services quality, safety and performance and propose appropriate measures to reduce re-occurrence of such incidents to the General Manager for consideration.
- Monitor the adherence to/compliance with established policies and standard operating procedures
- Participate in the preparation of bids, RFP, RFI etc. in response to related business offerings from the client.
- Participate in tender evaluation, installation, testing and acceptance of software/IT systems to enhance quality service delivery.
Client Service Delivery
- Design client/customer survey instruments/complaints forms and manage its administration to ensure improvements in service provision.
- Review and analyse client/customer satisfaction surveys and complaints and prepare a report with recommendations to facilitate Management decision making or action.
- Design and develop performance standards to monitor and assess the activities of the Customer Service Team.
- Conduct periodic visits to engage clients/customers on their requirements/expectations to enhance product and service delivery, and market existing products/services.
- Provide technical expertise in the investigation and resolution of challenges/enquiries of clients/customer issues and analyse reports on root-causes to propose corrective action plan for implementation.
- Review systems, procedures and methodologies to identify any service failures and initiate remedial/corrective actions to ensure continuous improvement of service delivery.
- Develop feedback or complaints procedures and guidelines for client usage and where necessary participate in mediation and arbitration of complaints from clients/customers for prompt resolution.
Monitoring & Evaluation
- Monitor the activities of the Centre to ensure prompt and appropriate resolution of operational issues.
- Monitor the implementation of approved programmes and procedures to ensure timely delivery and client satisfaction.
- Monitor to ensure that the necessary resources and tools are made available to facilitate and enhance quality customer service delivery.
Stakeholders Relations & Management
- Maintain professional relationships with clients/customers, service providers and other stakeholders to facilitate and enhance the performance of the Centre.
- Coordinate and undertake educational programmes, workshops and seminars with stakeholders on the Centre’s operations.
Financial Management
Participate in the preparation of the annual budget for the Centre and monitor its implementation.
Information & Reporting
- Stay abreast with emerging trends, new developments and best practices in data capturing and business intelligence solutions to improve on service quality.
- Keep the service delivery team abreast with products and services of the Centre including specifications and standards of products and services to enhance service delivery.
- Implement an integrated and comprehensive customer database for effective management and resolution of complaints to improve on service delivery.
- Review and analyse statistics/data to determine the categories of customers the Centre provides services for to inform service delivery decisions.
- Lead in the analysis and generation of reports based on client’s requirements.
- Prepare monthly, quarterly and periodic reports on the operations of the Centre to facilitate Management decision making.
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Employee Performance & Development
- Design and develop training/coaching programmes for the project team in order to achieve high performance.
- Maintain a professional staff with sufficient knowledge, skills, competencies, experience and professional certification to meet the requirements of the company.
- Hold direct reports accountable for managing their assignments to ensure the Centre’s goals are achieved.
- Conduct performance appraisal and provide input for career development and recommend performance incentives for direct reports.
- Identify training needs and facilitate training for direct reports.
JOB SPECIFICATION
Qualification & Experience
- Master’s Degree in Data Science, Statistics, Mathematics or an equivalent discipline with not less than seven (7) years relevant working experience and at least three (3) years in management.
- Must be a member of a recognised professional body.
Required Competencies
- Proven experience in project management with proven ability to integrate client requirements with operations.
- Demonstrated knowledge and understanding of managing a new setup and enhancing productivity.
- Knowledge/understanding of new trends in data analytics & business intelligence.
- Excellent experience in leading and managing teams within an operational service delivery environment.
- Thorough understanding of client’s business and market industry and the ability to use that knowledge to anticipate how future services need to evolve to meet clients/customers requirements.
- Excellent analytical skills with sound decision making.
- Excellent communication and presentation skills.
- Strong commercial and financial awareness, monitoring, co-ordination and budget ownership.
- Strong leadership, managerial, coaching, mentoring and interpersonal skills in a "team" setting.
- Proven planning and organizing skills.
- Strong negotiation and conflict resolutions skills.
- Ability to work under pressure in a target driven environment.
- Great deal of attention to detail.
- Ability to develop and maintain strong relationships with internal and external stakeholders in a complex working environment.
- Good knowledge in the use of Ms. Office suite - Word, PowerPoint, Excel, operations management software/tools.
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