Job Summary
Son Experiences Limited is in search of a driven and outcome-focused Assistant Manager – Operations (Customer Service) to strengthen our team in Nairobi. This position plays a pivotal role in maintaining smooth customer service operations, fostering productive client interactions, and reliably meeting Service Level Agreements (SLAs).
The Assistant Manager – Operations will act as a pivotal liaison between the client and internal teams, driving operational excellence, maintaining service quality, and fostering ongoing enhancements. Candidates should demonstrate robust leadership skills, exceptional client management expertise, and a track record of success in call center or BPO operations.
Oversee a range of critical responsibilities, including managing project timelines, coordinating cross-functional teams, and ensuring adherence to company policies and industry standards. Lead strategic initiatives aimed at enhancing operational efficiency, fostering innovation, and driving sustainable growth. Monitor performance metrics to identify areas for improvement and implement data-driven solutions to optimize productivity. Collaborate with senior leadership to align departmental goals with broader organizational objectives, ensuring seamless integration and execution. Provide mentorship and guidance to team members to cultivate a high-performance culture and support professional development. Maintain compliance with regulatory requirements while mitigating risks through proactive planning and vigilant oversight.
We are seeking an Operations & Service Delivery professional to oversee and optimize our service delivery processes, ensuring efficiency, reliability, and adherence to company standards. The ideal candidate will manage daily operations, implement process improvements, and lead a team to meet performance targets. Responsibilities include coordinating cross-functional initiatives, maintaining quality control, and resolving operational challenges. Additionally, the role requires strong analytical skills to assess performance metrics, identify trends, and drive continuous improvement.
Ensure the fulfillment and ongoing compliance with mutually agreed Service Level Agreements (SLAs) by working in partnership with local teams and senior leadership.
Maintain strict adherence to all customer service delivery protocols, operational guidelines, and established policies to ensure full compliance.
Responsible for managing daily activities to maintain operational efficiency, productivity, and high-quality service standards.
We are seeking a skilled professional to oversee and nurture client relationships, ensuring their needs are met with exceptional service and tailored solutions. The ideal candidate will possess strong communication skills, a proactive approach, and the ability to resolve issues efficiently. Responsibilities include maintaining regular contact with clients, addressing their concerns, and identifying opportunities for upselling or cross-selling relevant products or services. Proficiency in CRM software and a deep understanding of client expectations are essential. Additionally, the role demands a collaborative mindset to work closely with internal teams to deliver seamless client experiences.
Serve as the key liaison between the client and son Experiences, facilitating seamless project delivery and maintaining clear communication throughout the engagement.
Regularly connect with clients to evaluate their satisfaction levels, resolve any concerns promptly, and ensure their expectations remain aligned with deliverables.
Prepare operational performance reports and metrics, conduct thorough analysis, and deliver comprehensive presentations to both clients and internal management teams.
Responsible for overseeing employee development, engagement, and overall performance, this role focuses on fostering a high-performing culture through effective talent management strategies. Key responsibilities include implementing performance evaluation systems, identifying training needs, and facilitating career growth opportunities. Additionally, the position requires collaboration with leadership to align individual goals with organizational objectives, ensuring a motivated and productive workforce. Strong interpersonal and communication skills are essential, along with experience in conflict resolution and succession planning.
Directly oversee, mentor, and empower customer service teams, encompassing both Team Leads and frontline agents.
Perform consistent evaluations of performance and quality, along with providing guidance through coaching sessions to uphold established service standards.
Assess organizational training requirements and partner with Learning & Development specialists to strengthen team competencies and performance.
Workforce and resource planning involves strategically aligning staffing levels with organizational objectives to ensure optimal efficiency and productivity. This process requires analyzing current workforce trends, forecasting future staffing needs, and identifying gaps in skills or resources. Professionals in this role collaborate with leadership to develop and implement workforce strategies that support business goals while maintaining cost-effectiveness. Responsibilities include conducting workforce audits, monitoring employee performance metrics, and recommending adjustments to hiring, training, or deployment practices as needed. Strong analytical skills, proficiency in workforce planning tools, and the ability to interpret labor market data are essential for success in this position.
Collaborate with internal stakeholders to align workforce planning initiatives, optimize scheduling processes, and manage resource allocation effectively.
Ensure service level compliance and operational continuity by regularly monitoring staffing levels.
We are seeking a dedicated professional to drive excellence and foster a culture of ongoing enhancement within our organization. In this pivotal role, you will spearhead initiatives aimed at elevating quality standards, identifying inefficiencies, and implementing sustainable improvements across all operational processes. Your responsibilities will include analyzing performance metrics, collaborating with cross-functional teams to diagnose root causes, and developing data-driven solutions to mitigate risks and optimize productivity. Additionally, you will champion best practices in quality management, ensure compliance with industry regulations, and empower employees through targeted training and change management strategies. Ideal candidates possess a proven track record in continuous improvement methodologies, strong analytical abilities, and exceptional leadership skills to inspire a company-wide commitment to excellence.
Perform comprehensive quality audits and operational assessments to detect areas where performance may fall short of established benchmarks.
Identify inefficiencies in processes and lead the implementation of improvement initiatives in partnership with cross-functional teams.
Foster an environment characterized by ongoing enhancement, inventive thinking, and superior operational performance.
The successful candidate will be responsible for overseeing reporting and governance functions, ensuring accuracy, compliance, and alignment with organizational policies and regulations. Key duties include preparing and presenting detailed reports to stakeholders, maintaining comprehensive records, and collaborating with leadership to implement effective governance frameworks. Additionally, the role involves monitoring regulatory changes, assessing their impact on operations, and recommending appropriate adjustments to mitigate risks. Strong analytical skills, attention to detail, and the ability to communicate complex information clearly are essential for this position.
Monitor and evaluate essential operational KPIs and performance trends, then compile and deliver detailed reports on findings.
Demonstrate commitment to upholding organizational policies, client specifications, and recognized industry standards at all times.
Monitor industry developments closely and integrate applicable service management best practices into current operations.
Seeking a candidate with a Bachelor’s degree in a relevant field or equivalent professional experience, complemented by at least three years of hands-on experience in a similar role. Proficiency in industry-standard software and tools is essential, along with strong analytical, problem-solving, and communication skills. The ideal applicant will demonstrate a track record of delivering high-quality results under tight deadlines while collaborating effectively in team environments. Knowledge of applicable regulations, best practices, and emerging trends within the field is highly valued. Exceptional organizational abilities and attention to detail are required to ensure accuracy and efficiency in all responsibilities.
A recognized tertiary institution must grant a Bachelor’s Degree (BA, B.Sc., or HND).
A minimum of three years of hands-on leadership experience in a Call Centre or BPO setting is required, with a focus on supervisory or operational responsibilities such as those held in roles like Senior Team Leader, Operations Supervisor, or Assistant Manager.
Accomplished in leading high-performing customer service teams and overseeing client-facing operational activities.
Demonstrated expertise in critical areas coupled with strong interpersonal and technical capabilities is essential for success in this role. Individuals should possess exceptional communication skills, adept problem-solving abilities, and a proven capacity to collaborate effectively within cross-functional teams. Proficiency in industry-relevant tools and methodologies is required, alongside a commitment to continuous professional development and adherence to best practices. Candidates must exhibit leadership potential, adaptability in dynamic environments, and a results-driven mindset to meet organizational objectives.
Exceptional ability to cultivate and maintain strong client relationships along with effectively engaging stakeholders throughout various projects and initiatives.
Effective verbal and written communication abilities are essential.
Demonstrates a track record of effective leadership, mentorship, and performance enhancement capabilities.
Analytical thinking, problem resolution, and informed decision-making abilities are required.
Proficient in analyzing performance data to extract meaningful insights and translate them into actionable strategies.
Demonstrates unwavering integrity and a steadfast dedication to delivering exceptional service.
Skilled in delivering compelling presentations, fostering influence, and executing successful negotiations.
Thrives in dynamic, high-pressure settings with a strong focus on achieving measurable targets.
Qualified and enthusiastic applicants are encouraged to submit their curriculum vitae to recruitmentke@isonxperiences.com, with the position title clearly indicated in the subject line of the email.
Qualifications
BA/BSc/HND
Experience Required
3 years
