Enterprise Business Operations Manager at Avetium Consult

Avetium Consult is the first Business Technology Solution and Business Process Outsourcing Organization in Africa to be certified in Privacy Information Management System (ISO/IEC 27701:2019) and Information System Security Management System (ISO/IEC 27001:2013). Over the past few years, we have been accelerating business operations and managing customer interactions for some of the leading brands in Nigeria and Africa at large, as well as start-ups and mid-sized businesses. We help to redefine the way people connect with enterprises and provide cost-effective and groundbreaking technology solutions to meet their ever-changing business operations.

We are recruiting to fill the position below:

Job Title: Enterprise Business Operations Manager

Location: Lagos
Employment Type: Part-time

Job Description

• The Operations Manager within the Enterprise Business Operations department is responsible for overseeing and managing a multi-functional team tasked with delivering core enterprise services, including order management, second-level support, billing, payments, customer care, and contracts administration.
• The Operations Manager plays a pivotal role in ensuring seamless operational processes and service excellence for all enterprise clients, aligned with the organization’s strategic goals.
• This position requires strong leadership capabilities, strategic oversight, and a focus on continuous process improvement to enhance efficiency, optimize service delivery, and maintain client satisfaction.
• The Operations Manager will work closely with cross-functional teams, including finance, IT, and customer support, to ensure the successful implementation of initiatives and resolution of complex operational issues.

Job Responsibilities
Team Leadership and Management:

• Oversee the operations team responsible for order management, billing, payments, customer care, second-level support, and contracts administration.
• Foster a culture of accountability, continuous learning, and operational excellence among team members.
• Develop and implement performance management strategies for the team, ensuring individual and team goals align with company objectives.

Service Delivery Oversight:

• Ensure timely and accurate execution of all operational tasks, including order fulfillment, contract management, customer queries, and billing processes.
• Monitor service delivery KPIs to ensure the team meets or exceeds service level agreements (SLAs) and client expectations.
• Address escalations and ensure prompt resolution of complex customer issues.

Process Improvement & Optimization:

• Identify opportunities for process enhancements to improve efficiency, reduce errors, and enhance customer satisfaction.
• Lead the implementation of process improvement initiatives, leveraging methodologies like Lean Six Sigma.
• Collaborate with the IT team to streamline workflows and enhance system capabilities for operational tasks.

Financial & Operational Reporting:

• Monitor and report on operational performance metrics, including billing accuracy, order fulfillment, and customer service efficiency.
• Ensure financial integrity in billing and payment processes, collaborating closely with the finance department for accurate financial reporting.

Stakeholder Management:

• Act as the primary liaison between enterprise clients and internal teams, ensuring alignment on service delivery expectations and operational requirements.
• Collaborate with other departments such as sales, finance, and IT to ensure smooth cross-departmental coordination and the successful implementation of enterprise-wide initiatives.

Risk Management and Compliance:

• Ensure operational processes comply with industry regulations, internal policies, and contractual obligations.
• Mitigate operational risks by developing contingency plans, identifying potential vulnerabilities, and implementing corrective actions.

Strategic Alignment:

• Align operations strategies with the company’s overall mission and growth objectives.
• Support senior leadership in developing long-term operational strategies that enhance competitiveness and operational scalability.

Educational Qualifications & Required Experience

• Bachelor’s Degree in Business Administration, Operations Management, or a related field.
• Master’s Degree in Business Administration (MBA) or relevant field is preferred.
• 8 - 10 years of experience in operations management, preferably within a Business Process Outsourcing (BPO) or enterprise service environment.
• Experience in leading and managing multi-functional teams across various service areas.
• Proven track record in managing complex operational workflows, customer service management, and process improvement initiatives.

Industry-Specific Certifications (Preferred):

• Lean Six Sigma (Green/Black Belt)
• Project Management Professional (PMP) certification
• ITIL (Information Technology Infrastructure Library) Certification.

Competencies:
Knowledge:

• In-depth understanding of enterprise business operations, including order management, billing, customer care, and contracts administration.
• Strong knowledge of BPO industry trends, regulatory requirements, and compliance standards.
• Proficient in using enterprise resource planning (ERP) systems and customer relationship management (CRM) tools.

Skills:

• Leadership: Ability to lead cross-functional teams, fostering collaboration and performance excellence.
• Analytical Thinking: Strong data analysis skills to monitor performance metrics, identify trends, and recommend improvements.
• Problem Solving: Excellent problem-solving skills with a focus on resolving complex operational issues in a timely manner.
• Communication: Effective written and verbal communication skills to interact with clients, internal teams, and senior leadership.

Behaviors:

• Proactive: Demonstrates initiative and foresight in identifying potential operational challenges and opportunities.
• Results-Oriented: Focused on achieving high standards of service delivery and operational efficiency.
• Adaptable: Flexible in adapting to new processes, tools, and industry changes to enhance operational performance

Application Closing Date
30th October, 2024.

Method of Application
Interested and qualified candidates should send their Resume to: [email protected] using the Job Title as the subject of the mail.