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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