Job Summary
Son Experiences Limited is looking for a proactive and outcome-driven Assistant Manager – Operations (Customer Service) to strengthen our Nairobi-based team. This position plays a pivotal role in maintaining uninterrupted customer service operations, fostering meaningful client relationships, and consistently meeting Service Level Agreements (SLAs).
The Assistant Manager – Operations will act as a critical liaison between the client and internal teams, driving operational excellence, maintaining high service standards, and fostering ongoing enhancements. The successful applicant will demonstrate strong leadership qualities, exceptional client relations expertise, and a track record of success within a call center or BPO setting.
Oversees and executes core duties essential to the role, ensuring alignment with organizational objectives and standards. Performs a range of tasks including process management, reporting, and strategic planning to support team and company-wide initiatives. Collaborates with cross-functional teams to streamline operations and drive efficiency while maintaining high-quality deliverables. Monitors project timelines, resource allocation, and performance metrics to assess progress and identify opportunities for improvement. Participates in meetings, provides updates on key milestones, and offers data-driven recommendations to enhance decision-making. Ensures compliance with industry regulations, company policies, and best practices throughout all activities.
We are seeking a seasoned Operations & Service Delivery professional to oversee and optimize our operational frameworks and service excellence initiatives. The ideal candidate will be responsible for driving efficiency, managing cross-functional teams, and ensuring seamless service delivery across all departments. Key responsibilities include process improvement, performance monitoring, strategic planning, and maintaining high service standards to meet organizational objectives. Applicants must possess a minimum of 5 years of relevant experience, strong leadership capabilities, exceptional problem-solving skills, and a proven track record in operational management. Proficiency in data analysis, project management tools, and a deep understanding of service delivery best practices are essential. Additionally, the role requires excellent communication abilities, stakeholder engagement expertise, and the capacity to align operational activities with broader business goals.
Facilitate the attainment and continuous compliance with established Service Level Agreements (SLAs) through close coordination with local and senior leadership teams.
Guarantee adherence to all customer service delivery processes, procedures, and operational policies to maintain full compliance.
Responsibilities include managing daily operations to uphold efficiency, productivity, and the consistent delivery of high-quality service.
We prioritize cultivating strong, long-term relationships with our clients by understanding their unique needs and delivering tailored solutions. This involves regular communication to ensure alignment with their goals and addressing any concerns promptly. Additionally, we assess client satisfaction through feedback mechanisms and work collaboratively to enhance their overall experience. A deep commitment to client success is essential, as is the ability to anticipate challenges and proactively offer strategic guidance. Strong interpersonal skills and a customer-centric mindset are fundamental to this role.
Serve as the main liaison between clients and son Experiences to facilitate seamless project delivery.
Regularly interact with clients to evaluate their satisfaction levels, resolve any issues, and ensure their expectations are met.
Compile and deliver detailed operational performance reports and metrics, ensuring comprehensive analysis and clear presentation for both clients and internal management.
People and Performance Management encompasses overseeing employee development, engagement, and productivity to align individual goals with organizational objectives. This role involves designing performance evaluation frameworks, providing regular feedback, and addressing performance issues through coaching or corrective actions. Additionally, it includes talent acquisition, onboarding processes, and succession planning to ensure a robust pipeline of skilled professionals. Proficiency in HR systems, strong communication skills, and a strategic mindset are essential, along with experience in performance metrics analysis and employee relations. Collaboration with leadership is critical to foster a high-performance culture and drive continuous improvement across the organization.
Provide leadership, guidance, and assistance to customer service teams, encompassing both Team Leads and agents, to ensure optimal performance and team cohesion.
Regularly perform performance reviews, quality audits, and coaching sessions to uphold and enhance service standards.
Analyze training requirements and partner with Learning & Development teams to bolster team performance and skill sets.
The department specializes in optimizing workforce allocation and resource management to ensure operational efficiency. Key responsibilities involve analyzing staffing needs, forecasting future requirements, and aligning resources with organizational goals. Candidates should possess strong analytical skills, proficiency in data management tools, and experience in strategic planning. Familiarity with workforce modeling and HR systems is advantageous, along with the ability to collaborate across departments to implement solutions. The role demands meticulous attention to detail and the capacity to adapt to evolving business needs.
Collaborate with internal stakeholders to effectively manage workforce planning, scheduling, and resource allocation strategies.
Ensure adherence to service level agreements and maintain uninterrupted operations by overseeing staffing levels.
We are seeking a dedicated Quality & Continuous Improvement professional to drive excellence in our processes and operations. This role will focus on identifying and implementing enhancements to ensure adherence to quality standards, while fostering a culture of ongoing improvement across the organization. The ideal candidate will possess strong analytical skills, a keen attention to detail, and the ability to collaborate effectively with cross-functional teams to achieve measurable results. Responsibilities include conducting audits, analyzing data to pinpoint areas for improvement, and developing strategic initiatives to optimize performance and reduce inefficiencies. Experience in quality management systems, process optimization, and continuous improvement methodologies such as Lean or Six Sigma is highly preferred.
Perform comprehensive quality assessments and operational audits to detect and analyze performance deficiencies.
Conduct a thorough evaluation of current processes to detect inefficiencies and spearhead improvement initiatives in partnership with diverse cross-functional teams.
Foster an environment characterized by ongoing enhancement, inventive problem-solving, and superior operational performance.
As part of this role, you will play a pivotal part in overseeing reporting and governance functions, ensuring compliance with regulatory requirements and internal policies. Your responsibilities will include the preparation and distribution of accurate financial and operational reports, as well as the monitoring of governance frameworks to uphold organizational integrity. Additionally, you will collaborate with senior management to implement best practices in reporting and governance, fostering transparency and accountability across the organization.
Monitor, evaluate, and present critical operational KPIs and performance trends to stakeholders for informed decision-making.
Ensure strict compliance with organizational policies, client specifications, and established industry standards.
Monitor industry developments closely and integrate applicable service management best practices to maintain a competitive edge.
Seeking a candidate with a minimum of five years of experience in a related field, along with a Bachelor’s degree or higher in a relevant discipline. Proficiency in industry-standard software and tools, along with strong analytical and problem-solving abilities, is essential. The ideal applicant will demonstrate exceptional communication skills, both written and verbal, and a proven track record of delivering results in collaborative environments. Experience in project management or leadership roles is highly valued, as is familiarity with compliance standards and best practices within the industry.
A recognized tertiary institution must confer a Bachelor’s Degree (BA, B.Sc., or HND).
With a minimum of three years of experience in a supervisory or operational capacity within a Call Centre or Business Process Outsourcing (BPO) environment—such as a Senior Team Leader, Operations Supervisor, or Assistant Manager—you bring proven leadership and process management expertise to drive team performance and operational excellence.
Experienced in overseeing the management of extensive customer service teams and client-facing operational functions.
Proficient in analytical thinking, meticulous attention to detail, and exceptional problem-solving capabilities are essential for this role. Strong communication skills, both written and verbal, are required to convey complex information clearly to diverse stakeholders. The ideal candidate must demonstrate proficiency in relevant software tools and systems, along with the ability to work collaboratively within a team environment. Prior experience in project management or a related field is preferred, and a commitment to continuous learning and professional development is highly valued.
Effective in cultivating and maintaining robust client relationships while actively engaging with key stakeholders.
Proven ability to convey ideas clearly and effectively, both in spoken and written formats, is essential.
Demonstrated expertise in leadership, coaching, and performance management is essential.
Demonstrates exceptional proficiency in analysis, problem resolution, and strategic decision-making.
Proven capability to analyze performance metrics and translate them into strategic, executable recommendations.
Maintaining unwavering ethical standards and demonstrating an unwavering dedication to delivering exceptional service are core expectations for this role.
Exceptional proficiency in delivering presentations, persuasion, and negotiation is essential.
Thrives in dynamic, goal-focused settings with a rapid pace.
Qualified applicants are encouraged to submit their CV via email to recruitmentke@isonxperiences.com, ensuring the position title is included in the subject line.
Qualifications
BA/BSc/HND
Experience Required
3 years
