Job Summary
Son Experiences Limited is in search of a proactive and goal-driven Assistant Manager – Operations (Customer Service) to integrate into our Nairobi-based team. This position is instrumental in maintaining smooth customer service operations, fostering productive client relationships, and consistently meeting Service Level Agreement (SLA) targets.
The Assistant Manager – Operations will act as the primary liaison between the client and internal teams, driving operational excellence, maintaining high service standards, and fostering ongoing enhancements. The successful applicant must demonstrate strong leadership qualities, exceptional client management abilities, and a demonstrated track record in a call center or BPO setting.
Key Responsibilities
Experienced professionals in operations and service delivery are responsible for overseeing the efficiency and effectiveness of business processes to ensure seamless service execution. This role involves managing teams, optimizing workflows, and implementing strategies to enhance productivity and customer satisfaction. Key responsibilities include monitoring performance metrics, resolving operational challenges, and ensuring compliance with industry standards and company policies. Candidates should possess strong leadership skills, analytical abilities, and a proven track record in service delivery. Proficiency in relevant tools and technologies, along with excellent communication and problem-solving capabilities, is essential for success in this position.
Ensure the consistent fulfillment and adherence to mutually agreed Service Level Agreements (SLAs) in partnership with both location and senior leadership teams.
Ensure complete adherence to established customer service delivery protocols, operational guidelines, and regulatory policies throughout all interactions and operations.
Manage the daily workflow to uphold operational efficiency, productivity, and high standards of service delivery.
Dedicated to cultivating and sustaining strong client relationships, this role focuses on understanding client needs, addressing concerns, and delivering tailored solutions to ensure satisfaction and long-term engagement. The position requires exceptional communication skills, a proactive approach, and the ability to manage multiple priorities effectively. Key responsibilities include acting as the primary point of contact, coordinating with internal teams to resolve issues, and providing strategic advice to enhance client success. Proficiency in client engagement tools and a deep commitment to service excellence are essential for achieving mutual goals and fostering client loyalty.
Act as the intermediary between clients and son Experiences, facilitating seamless project delivery through effective communication and coordination.
Consistently interact with clients to evaluate satisfaction levels, resolve concerns, and align expectations with service delivery.
Develop, evaluate, and deliver operational performance reports and key metrics to both clients and internal leadership teams.
The role involves overseeing employee development, engagement, and performance optimization to drive organizational success. Responsibilities include implementing performance management systems, conducting appraisals, and fostering a high-performance culture through coaching and feedback. Additionally, the position requires designing and executing people strategies aligned with business objectives, managing talent pipelines, and addressing employee relations to ensure a productive and positive workplace environment.
Spearhead the guidance, management, and development of customer service teams, encompassing Team Leads and agents, to ensure operational excellence and team performance.
Regularly perform performance evaluations, quality assessments, and mentoring sessions to ensure adherence to established service standards.
Collaborate with Learning & Development teams to evaluate and address training requirements, thereby strengthening overall team capability.
Workforce & Resource Planning
Collaborate effectively with key internal stakeholders to align workforce planning initiatives, optimize scheduling processes, and strategically allocate resources.
Evaluate staffing levels to uphold service standards and maintain uninterrupted operations.
We are seeking a dedicated professional to drive excellence in quality and spearhead continuous improvement initiatives. The ideal candidate will oversee processes to ensure adherence to quality standards, identify opportunities for enhancement, and implement effective corrective actions. Responsibilities include analyzing performance data, fostering a culture of quality consciousness, and collaborating with cross-functional teams to optimize operations. Proficiency in quality management systems and continuous improvement methodologies is essential, along with strong analytical and problem-solving skills. Prior experience in a similar role is preferred.
Perform comprehensive quality assessments and operational audits to pinpoint areas where performance falls short of expectations.
Analyze operational workflows to pinpoint inefficiencies and develop strategic enhancement projects in partnership with diverse departmental teams.
Foster an environment characterized by ongoing enhancement, pioneering advancements, and operational superiority.
Overseeing reporting and governance functions, this role ensures compliance with regulatory standards and internal policies while maintaining transparency and accountability. Duties include preparing and presenting accurate financial and operational reports to stakeholders, managing governance frameworks, and mitigating risks through robust internal controls. The ideal candidate will have proven experience in governance, regulatory reporting, and risk management, with strong analytical and communication skills to liaise with executives and board members effectively.
Monitor, evaluate, and document essential operational KPIs and performance trends to identify insights and drive data-driven decision-making.
Ensure adherence to company policies, client requirements, and industry best practices.
Monitor industry developments closely and integrate applicable best practices in service management to ensure optimal performance and alignment with evolving standards.
Bachelor’s degree in accounting, finance, or a related field required; CPA license or progress toward certification preferred. Minimum five years of progressive accounting experience, including at least two years in a supervisory or managerial role. Proficiency in GAAP, financial reporting, and ERP systems is essential. Strong analytical, communication, and leadership skills are necessary to oversee financial operations and mentor junior staff. Experience with SEC filings, internal controls, and audit coordination is advantageous. Commitment to continuous professional development and staying current with regulatory changes is expected.
A recognized tertiary institution must confer either a Bachelor’s Degree (BA, B.Sc.), or an HND.
A minimum of three years of hands-on experience in a leadership or operational capacity within a Call Centre or Business Process Outsourcing (BPO) setting is required, such as Senior Team Leader, Operations Supervisor, or Assistant Manager.
Demonstrated success in overseeing substantial customer service teams and client-facing operational functions.
Proficient in problem-solving and analytical thinking, with a keen eye for detail and the ability to assess complex situations efficiently. Demonstrates outstanding organizational skills and the capacity to manage multiple priorities concurrently while maintaining high levels of accuracy. Exhibits strong technical proficiencies relevant to the role, combined with excellent interpersonal and communication abilities to collaborate effectively with diverse stakeholders. Shows adaptability in dynamic environments and a commitment to continuous learning and professional development to stay current with industry trends.
Proven ability to foster strong client relationships and effectively engage with key stakeholders.
Proven ability to convey information clearly and effectively, both in oral and written formats.
Demonstrates a strong track record of leading teams, mentoring staff, and driving performance improvements.
Proven ability to analyze complex situations, identify key issues, and implement effective solutions with sound judgment and decisiveness.
Proficient in analyzing performance metrics to derive meaningful, actionable insights that inform strategic decision-making and optimize outcomes.
Maintaining unwavering ethical integrity and demonstrating a profound dedication to service excellence remain fundamental priorities.
Skilled in delivering compelling presentations, persuasively influencing stakeholders, and conducting successful negotiations.
Thrives effectively within dynamic, goal-oriented settings that demand rapid adaptation and consistent performance.
Qualified and enthusiastic applicants are invited to submit their curriculum vitae to recruitmentke@isonxperiences.com, ensuring the position title is clearly stated in the subject line of the email.
Qualifications
BA/BSc/HND
Experience Required
3 years
