• Application Deadline:
• Position: Enterprise Business Operations Manager


• Job Type Full Time


• Qualification BA/BSc/HND , MBA/MSc/MA


• Experience 8 - 10 years


• Location Lagos


• Job Field Sales / Marketing / Retail / Business Development 
  

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