Senior Manager, Operations in an Energy Financial Technology Company

Novella Africa Limited – Our client, an Energy Financial technology company, is recruiting suitable candidates to fill the position below:

Job Title: Senior Manager, Operations

Location: Oniru, Lagos
Employment Type: Full-time

Job Summary

  • The Senior Manager, of Operations, is responsible for managing the day-to-day activities of the User Services team.
  • The Senior Manager, of User Services directs and manages the day-to-day activities of the User Services unit’s operations, providing strategic advice to the COO and supporting business operations of the Company.
  • The User Services Senior Manager will collaborate with leadership from other business units to ensure optimum user satisfaction.

Job Responsibilities
Operational Performance Management:

  • Responsible for driving the Company’s User Services unit to operational excellence leveraging the Company’s performance management tools
  • Set targets and develop benchmarks; track, revise, and improve performance metrics that will help maintain low default rates, in collaboration with other Units and in line with Company goals
  • Update KPI and OKR trackers and suggest improvement opportunities
  • Vet and onboard technically sound Distributed Energy Provider (DEP) partners systematically and expeditiously, balancing speed to onboard and delivery quality
  • Develop technical specifications and other operational metrics/standards to ensure efficient operations
  • Evaluate Distributed Energy Provider (DEP) operational performance and develop robust rating mechanisms to facilitate DEP performance categorization
  • Provide timely, accurate, and complete reports on the operating condition of the User Services unit
  • Direct short-term and long-range planning and budget development to support strategic business goals
  • Manage First Time Right installations of customers’ energy solutions

User Success:

  • Ensure Distributed Energy Provider (DEP) user satisfaction and retention to support the Company to achieve and surpass sales, profitability, cash flow and business goals and objectives
  • Ensure end-consumer user satisfaction and retention, leveraging DEPs to execute relevant solutions and payment plans
  • Collaborate with other members of the team, including Technology & Product teams, Growth team, Finance team, and People Operations to ensure users satisfactorily utilize the platform
  • Manage the rapid response to customer issues by internal or external stakeholders

People Management:

  • Provide day-to-day leadership and management guidance that mirrors the adopted corporate mission and core values. Bottom Line: build up an efficient and sustainable User Services unit that caters to the needs of the Company’s product users
  • Motivate and lead a high-performance User Services team; attract, recruit, and retain required members of the team not currently in place; provide mentoring as a cornerstone to the development of team members
  • Ensure User Services organization structure is appropriate for the Company’s business objectives and set-up to optimize team performance
  • Foster a success-oriented, accountable environment within the Company
  • Support personnel actions by ensuring all HR and related functions are properly performed in a timely manner

Process Efficiency:

  • Spearhead the development, communication, and implementation of efficient and effective processes
  • Monitor processes that ensure efficient onboarding of Distributed Energy Provider partners and direct-contact end-consumers
  • Responsible for executing & improving processes (internal and external) and key performance indicators for the business and for their measurement and effectiveness
  • Ensure proper documentation of processes and mapping of workflows
  • Ensure that Company has the proper operational controls, administrative, and reporting procedures to meet operational and financial targets

Structural Programs:

  • Associate Installer (ASI) program: Develop and operate Associate Installer (ASI) program that can help execute and fulfill end-consumer orders
  • Training: Develop a technical training program for relevant User Services stakeholders, including ASIs
  • DEP ranking program: Create, implement, and operate the DEP rating system and lead-referral guidelines that utilize the rating system; continuously improve rating system and lead-referrals
  • Default Minimization System: Develop, implement, and monitor the Company’s Quality Assurance & Default Minimization System
  • Vet and onboard technically sound Distributed Energy Provider (DEP) partners systematically and expeditiously, balancing speed to onboard and deliver quality
  • Develop technical specifications and other operational metrics/standards to ensure efficient operations
  • Evaluate Distributed Energy Provider (DEP) operational performance and develop robust rating mechanisms to facilitate DEP performance categorization
  • Provide timely, accurate, and complete reports on the operating condition of the User Services unit
  • Direct short-term and long-range planning and budget development to support strategic business goals
  • Manage First Time Right installations of customers’ energy solutions

Requirements
Qualifications:

  • Bachelor’s Degree in Engineering or related course from an accredited university or college (Masters and/or MBA is an added advantage)
  • Minimum of 5+ years of experience in developing broad-scoped business relationships and managing and growing Business Operations
  • Experience working in a Start-up
  • Expertise with Microsoft Office and Google Suites

Skills:

  • Ability to develop, layout, and follow through on detailed business plans and programs
  • Practical and effective problem-solving skills
  • Strong negotiating ability
  • Strong interpersonal and leadership skills
  • Self-confidence and emotional intelligence
  • Strong business and financial acumen
  • Strong oral and written communication skills, with demonstrated ability to communicate clearly and listen attentively
  • Integrative team working style, easy contact, rapid to adaptation, can foster team spirit and collaborate cross-functionally
  • Ability to effectively interface with all levels of employees and external stakeholders
  • Working knowledge of assigned systems and User organization and practices
  • Team player with a competitive spirit to excel and the ability to influence and motivate others
  • Ability to resolve conflicts timely and effectively, including demonstrated ability to respond effectively to sensitive inquiries or complaints
  • Ability to multi-task and take on additional responsibilities in line with the vision of the team
  • Professional disposition with a positive attitude, open-mindedness, and willingness to learn from team members
  • Good decision-making skills

Deadline: 3rd August, 2023.

How to Apply
Interested and qualified candidates should send their Applications to: v.idris@novellaafrica.com  using the Job Title as the subject of the email.


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