Head of Operations and Client Services Job in Kenya


Sheer Logic Management Consultants is seeking to engage a dynamic individual for Head of Operations and Client Services Position.

Job Purpose: Responsible for running a robust operations department in the company with a smooth and efficient service that meets the expectations and needs of clients.

Managing a diversified team of Client Relationship Officers.

Key Responsibilities:

  • Manage day to day departmental activities, analyzing statistics while reading and writing reports e.g. effective and successful management of Client SLAs and employee productivity.
  • Communicate job expectations; planning, monitoring, appraising and reviewing job contributions, drive departmental objectives, sharing knowledge and developing skills as appropriate;
  • Identify, escalate and advice management on recurring/consistent problems with systems, regulations, policies and third party functionalities;
  • Communicate client issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints;
  • Liaise with other departmental managers and contribute in strategy, policy and results management;
  • Anticipate and forecast departmental/client requirements, participate in annual budget development, schedule expenditures, analyze variances and initiate corrective actions;
  • Oversee the preparation of work plans and submission of monthly operations department budgets, reports and statistics;
  • Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations;
  • Collaborate with the management team to develop and implement plans for the operational infrastructure of systems, processes and personnel designed to accommodate the rapid growth objectives of the company;
  • Motivate and lead a high-performance operations management team; motivate, develop and retain required members of the team; provide mentoring as a cornerstone to the career development programs;
  • Support HR in effective recruiting, onboarding, performance management, training &
    development, and retention;
  • Act as lead “client-care officer” through direct contact with every client and staff designated to various client sites/relationships;
  • Look for business opportunities to cross sell and sell company business and products.
  • Coordinate special projects as requested by the MD;
  • Represent the company in relevant meetings and respond to internal and external inquiries;

Academic Qualification:

  • Master’s degree in Operations Management/Business Administration/Business Development or relevant field from a recognized University;
  • Bachelor’s degree in Operations Management/Business Administration/Business Development or any other business related field;
  • Relevant professional qualifications.
  • Relevant knowledge of Business Development, Finance and Human Resources

Work Experience:

  • At least five (5) years’ experience in operations management, customer service management and business development gained from similar or reputable organizations, with at least three (3) years in a senior management position;

Functional Skills

  • Working knowledge of data analysis and performance/operation metrics;
  • Working knowledge of IT/Business infrastructure and MS Office;
  • Outstanding organizational and leadership abilities;
  • Excellent knowledge of the relevant laws and legislation;
  • Aptitude in decision-making and problem-solving;
  • Experienced and efficient leader with excellent people skills, business acumen and exemplary work ethic;
  • Excellent knowledge of report writing
  • Outstanding analytical and problem- solving abilities;
  • Proven experience in operations and management;
  • Busy, driven to meet objectives, and practical to a tee;

How to Apply

Send CV to recruitment@sheerlogicltd.com by 23rd April 2021.

Clearly indicate the job title.

Only shortlisted candidates will be contacted.

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