Service Delivery Manager / Operations Manager at Rovedana

At Rovedana, we believe that Outsourcing can be better delivered in a seamless way and with a human face. Our mission is to deliver that, using Technology, in Africa. We are recruiting to fill the position below:   Job Title: Service Delivery Manager / Operations Manager Location: Lagos Responsibilities Ensuring client satisfaction across all Rovedana’s product or service:

• Understanding the needs and requirements of the customer, and moving to meet those needs proactively
• Directing and controlling the fulfillment of orders, fielding customer inquiries and resolving customer complaints
• Planning, executing and finalizing projects according to deadlines and budgets
• To actively contribute to the growth of existing clients and the generation of new business with measurable outcome

• Training and development of Client Service team in terms of technical knowledge and corporate etiquettes
• Provide guidance and support to team
• Work allocation and streamlining business operations to optimize usage of business resources
• Organize and head meetings with the service delivery team
• Prepare periodic reports and present such reports to the senior management
• Make recommendations for policy or technological change
• Collate data and information on client satisfaction, inquiry, and complaint
• Develop new strategies to maintain or improve on the quality of service delivery
• Monitor and evaluate Client Service team
• Take part in the policy formulation of the company, especially as it affects the area of service delivery
• Solely in charge of delivery service planning but subject to evaluation and approval
• Ensure that policies and plans formulated are in line with the organization’s goals
• Ensure that policies formulated are fully implemented to achieve policy objectives
• Assist in hiring and training the members of the service delivery team
• Educate the members of the service delivery team on new policy plans and implication on service delivery
• Assess the individual and collective performance of the team members
• Recommend team members for reward, which could be praise, financial, or material incentive or promotion
• Develop strategies to increase profit and minimize cost incurred on service delivery
• Carry out research regularly and attend seminars to learn improved service delivery procedures and processes.

• Operational Capability with exposure to management consulting in 3 years
• Good leadership skills
• Entrepreneurial by nature with a strong sense of ownership
• Excellent knowledge of Google Docs
• Excellent interpersonal and communication skills
• Good problem-solving and analytical skills
• Detail oriented and diligent