Corner StoneStaffing – Our client, an innovative blue-chip company with offices across Middle East and Africa (MEA), is looking for the services of a qualified candidate to fill the position below:
Job Title: Senior Manager, Business Operations
Location: Lagos
Job Description
- The Senior Manager Business Operations will support the development and implementation of operations strategy for the business unit. The successful candidate must be able to roll-up his/her sleeves, and work directly with the models/data.
Responsibilities
- Develop & Optimize Processes: Work directly with our Senior Management Team to spearhead innovation projects focused on developing, implementing, and executing a variety of strategic initiatives focused on scaling our business through expansion and lean operations.
- Be the go to person for ad hoc data requests from our partners, proving that we can match the same level of strategic thinking as our most sophisticated and analytical counterparts.
- Collaborate with multiple stakeholders across the org including Central Ops Onboarding, Sales Ops, Business Systems, Product, Marketing and Commercial Ops.
- Oversee metrics in order to meet strategic objectives and monitor and evaluate performance of the team in line with the Service Level Agreements.
- Continuously review and establish a robust performance measurement structure.
- Develop analytical frameworks, build models, and engage our customers to then present findings which inform company in decision-making
- Project Management: Manage cross functional projects that will add value and maximize the growth of overall business performance.
- Product Improvement: Actively search for new features which could improve a seamless driver and customer experience.
Education and Experience
- An exceptional academic record with degree from top tier college or University (Engineering and Business degrees preferred.)
- 8+ years of experience at a top tier management consulting firm with focus on operations projects or experience with one of the leading manufacturing companies
- 2+ years managing direct-to-consumer / eCommerce / CPG fulfilment and manufacturing operations
- Strong business acumen and project management skills, well-versed in Lean Manufacturing/Continuous Improvement (Six Sigma, APICS, Kaizen, etc.)
- Exceptional project and people management skills
- Ability to thrive in an unstructured, fast-moving and constantly evolving high growth environment
- Experience with quantitative data analysis, deep actionable insights, modeling, and advanced test plan design and analysis
- Efficient Microsoft Office (Excel, Word, Power Point) and Google app (Gmail, drive, sheets, etc.)
Skills and Competencies:
- Leadership development – Coach direct reports to become “Ultimate Hosts” as leaders for their own direct reports.
- Inspiring Teams – Help teams understand how their work contributes to end goals. Work with direct reports to create team cohesion and fulfillment.
- Strategic Thinking and Analytical Skills – Ability to look at each problem or data set from many different angles to find innovative and simple solutions.
- Entrepreneurial Spirit – Ability to take what is available and build a fort with it; it’s not a problem, it’s a challenge.
- Financial Prowess – Be a cereal entrepreneur and ensure that we are using our resources to the best result possible. Show skills in managing budgets and handling forecasts.
- Simplify – Able to see through complexity to find best path forward.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Associate Director, Customer Service
Location: Lagos
Job Description
- Our client, is looking to recruit an Associate Director, Customer Service
- This operational leadership position is responsible for day-to-day planning, measuring, and executing service quality and operations for the contact center operations.
Responsibilities
- Responsible for leading the customer service representatives and the associated supervisory and managerial staff through the overall servicing strategy, and delivering against expected results, while caring for the specific needs of the site
- Be the primary “voice of the customer” within the company to develop and track necessary surveys, product and customer metrics (e.g. defects, customer satisfaction, call times & utilization, etc.) and to advocate on behalf of customers to achieve consistent, high-value CSAT scores
- Lead and manage teams of 4 Group Managers (CS) and 400 Customer Service Associates; responsible for the overall direction and performance of the teams.
- Accountable for driving complex and variable key initiatives from concept to implementation, ensuring alignment to business goals
- Evaluate and champion innovation through process improvement, technology solutions and policy changes
- Collaborate with leadership, peers and identified stakeholders to develop and manage cross-functional relationships and projects
- Drive adherence to control processes and procedures and identify risks that could impact operational execution; ensure mitigation strategies are developed and executed
- Lead, coach, and mentor a direct team of Sr. Managers
- Create and maintain a work environment that is conducive to employee engagement, satisfaction, development and retention
Education and Experience
- 10 – 15 years of experience in B2C retail & FMCG/Telecoms customer service experience required.
- 8+ years of management/leadership of a Customer Service team for Manager position
- Successful management of Net Promoter Score survey and response programs
- Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement is strongly preferred
- Advanced knowledge of Excel, strong presentation skills, and the ability to motivate and inspire large groups of people are a must
- Project Management experience
- People management of large teams (At least up to 300+ indirect reports and 4+ direct reports).
Skills and Competencies:
- Leadership development – Coach direct reports to become “Ultimate Hosts” as leaders for their own direct reports.
- Inspiring Teams – Help teams understand how their work contributes to end goals. Work with direct reports to create team cohesion and fulfillment.
- Strategic Thinking and Analytical Skills – Ability to look at each problem or data set from many different angles to find innovative and simple solutions.
- Entrepreneurial Spirit – Ability to take what is available and build a fort with it; it’s not a problem, it’s a challenge.
- Financial Prowess – Be a cereal entrepreneur and ensure that we are using our resources to the best result possible. Show skills in managing budgets and handling forecasts.
- Simplify – Able to see through complexity to find best path forward.
How to Apply
Interested and qualified candidates should:
Click here to apply online
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