Job Summary
Son Experiences Limited is in search of a dynamic and goal-driven Assistant Manager – Operations (Customer Service) to strengthen our Nairobi-based team. This position plays a pivotal role in maintaining smooth customer service operations, fostering meaningful client interactions, and consistently meeting Service Level Agreements (SLAs).
The Assistant Manager – Operations will bridge the client’s needs with internal teams, driving operational excellence, maintaining high service standards, and fostering ongoing enhancements. The preferred applicant must demonstrate strong leadership qualities, exceptional client engagement abilities, and a demonstrated track record in a call center or BPO setting.
Oversee a comprehensive range of critical duties encompassing operational oversight, strategic planning, and team leadership to drive organizational objectives forward. Deliver consistent performance in executing assigned tasks while maintaining strict adherence to established protocols and industry regulations. Facilitate seamless collaboration across departments to ensure alignment with overarching business goals and foster an environment of accountability and transparency.
The role involves overseeing operational processes and ensuring seamless service delivery across the organization. Key responsibilities include managing day-to-day workflows, optimizing efficiency, and maintaining high service standards to meet business objectives. Additionally, the position requires collaborating with cross-functional teams to align operational strategies with company goals, monitoring performance metrics, and implementing improvements where necessary. Candidates should possess strong leadership abilities, analytical skills, and a proven track record in operational management, preferably with experience in service delivery frameworks and process optimization.
Ensure the fulfillment and continuous maintenance of mutually agreed Service Level Agreements (SLAs) in partnership with local and senior leadership.
To guarantee complete adherence to customer service delivery protocols, procedures, and operational policies, ensuring alignment with established standards and regulatory requirements.
Ensure the seamless execution of daily tasks to uphold operational excellence, productivity, and high-quality service standards.
We are seeking a skilled Client Management professional to oversee and nurture client relationships, ensuring high levels of satisfaction and retention. The ideal candidate will possess strong interpersonal skills, exceptional problem-solving abilities, and a proven track record in client relations. Responsibilities include identifying client needs, addressing concerns promptly, and fostering long-term partnerships. Experience in client onboarding, account management, and conflict resolution is essential. Proficiency in CRM systems and excellent communication skills are required to effectively engage with clients and internal stakeholders. The role demands adaptability, a customer-centric approach, and the capacity to meet and exceed performance targets.
Serve as the main liaison between clients and son Experiences, facilitating seamless project delivery throughout its entirety.
Consistently interact with clients to evaluate their satisfaction levels, promptly resolve any concerns, and align expectations with service deliverables.
Prepare, analyze, and present operational performance reports and metrics to clients and internal management.
Delivers strategic oversight for talent development, performance enhancement, and organizational growth through effective people management. Designs and implements initiatives that align individual capabilities with company objectives, fostering a high-performance culture. Oversees recruitment, onboarding, training, and career progression to ensure a skilled and motivated workforce. Analyzes workforce metrics and employee engagement data to identify trends, address gaps, and drive continuous improvement. Collaborates with leadership to shape policies that support employee well-being, retention, and professional advancement. Ensures compliance with labor regulations while promoting diversity, equity, and inclusion in all HR practices.
Direct oversight and mentorship of customer service teams, encompassing Team Leads and agents, will be your core responsibility.
Perform ongoing performance reviews, quality audits, and coaching sessions to uphold established service standards.
Assess training requirements and partner with Learning & Development teams to strengthen team competencies.
Workforce & Resource Planning
Collaborate closely with internal stakeholders to align workforce planning strategies, optimize scheduling protocols, and ensure efficient resource allocation.
Monitor staffing levels to maintain service standards and ensure seamless operational continuity.
Dedicated to driving excellence and fostering innovation, the Quality & Continuous Improvement role ensures adherence to high standards through systematic evaluation and refinement of processes. This position spearheads efforts to identify inefficiencies, implement corrective measures, and sustain measurable improvements in operational performance. Candidates must demonstrate a keen analytical mindset, proficiency in data-driven decision-making, and experience with continuous improvement methodologies such as Lean or Six Sigma. Responsibilities include conducting audits, analyzing quality metrics, leading cross-functional initiatives, and cultivating a culture of accountability and ongoing enhancement.
Perform comprehensive quality assurance assessments and operational audits to pinpoint areas where performance may be falling short.
Conduct thorough assessments to uncover process inefficiencies and spearhead targeted improvement initiatives in partnership with cross-functional teams.
Foster an environment characterized by ongoing enhancement, inventive advancements, and superior operational performance.
You will be responsible for overseeing reporting and governance functions, ensuring compliance with regulatory requirements and internal policies. This role involves managing the preparation and accuracy of financial and operational reports, as well as maintaining robust governance frameworks to mitigate risks and enhance transparency. Key responsibilities include monitoring compliance with legal and industry standards, facilitating audits, and implementing governance best practices to support organizational integrity and decision-making. Strong analytical skills, attention to detail, and the ability to communicate complex information clearly are essential for success in this position.
Monitor, evaluate, and present critical operational KPIs and performance trends to stakeholders.
Verify strict compliance with organizational policies, client directives, and established industry standards.
Keep abreast of evolving industry developments and incorporate pertinent service management best practices into your workflow.
Seeking a candidate with a proven track record in [specific field/industry], demonstrating proficiency in [key skills/technologies]. The ideal applicant will possess [X years] of relevant experience, complemented by a degree in [specific field] or equivalent professional certification. Strong analytical and problem-solving abilities are essential, along with excellent verbal and written communication skills. Familiarity with [specific tools, software, or methodologies] is required, and prior experience in [specific tasks or industries] is highly advantageous. This role demands meticulous attention to detail, adaptability, and a collaborative approach to teamwork.
A bachelor’s degree—such as a BA, B.Sc., or HND—from an accredited tertiary institution is required.
Minimum of three years of leadership experience in a Call Centre or BPO setting is required, with a focus on supervisory or operational responsibilities such as those held by a Senior Team Leader, Operations Supervisor, or Assistant Manager.
Demonstrated success in leading expansive customer service teams and overseeing client-focused operational functions.
Proficient in problem-solving, analytical thinking, and decision-making, with a strong aptitude for complex tasks and strategic planning. Demonstrates exceptional communication, interpersonal, and leadership abilities to collaborate effectively across teams and stakeholders. Possesses advanced technical proficiency in relevant software, tools, and methodologies, ensuring optimal performance and innovation. Exhibits adaptability, resilience, and a proactive approach to navigating challenges and driving continuous improvement.
Exceptional ability to cultivate and maintain robust client relationships and effectively engage stakeholders throughout all phases of project execution.
Proven ability to communicate effectively, both verbally and in writing, is essential.
Demonstrates a strong track record in leadership, mentoring, and enhancing team performance through effective management strategies.
Demonstrates exceptional aptitude for analyzing complex situations, identifying root causes, and evaluating potential solutions with precision. Exhibits robust capability in making timely, well-informed decisions under varying conditions.
Proven skill in analyzing performance metrics and translating them into strategic, data-driven decisions.
Demonstrates unwavering integrity and a steadfast dedication to delivering exceptional service.
Effective communication, persuasive abilities, and adeptness in negotiation are essential for this role.
Thrives effectively within a dynamic, high-pressure setting with a strong focus on achieving measurable outcomes.
Qualified and enthusiastic applicants are encouraged to submit their CV via email to recruitmentke@isonxperiences.com, with the position clearly stated in the subject line.
Qualifications
BA/BSc/HND
Experience Required
3 years
