Operations Manager at GVA Partners

Location: Lagos
Reports to: Managing Director
Subordinate Staff: Account Officer, Admin Officer and Human Resource Officer
Internal Contacts: All Staff
External Contacts: Customers, Service Providers, Vendors.

The Role:
To ensure smooth operation of client’s various processes that contribute to the production of the organisation’s services.

Job Description

•     Develop effective operational systems, processes and polices in support of the organization’s vision;
•     Develop detailed plans in support of approved strategies, organizing required resources, monitoring and periodically reporting progress of plans;
•     Continuously strive to improve processes, procedures to heighten productivity, timeliness and quality;
•     Direct and provide a strategic framework for product managers to develop and manage new 3rd party relationships, contracts, data services/features, content and application portals and messaging products;
•     Perform market research and analysis, design product, content and channels;
•     Develop and sustain parameters for service tracking and communication to clients (e.g. outgoing technical reports, SDD, logs performance analysis)
•     Assist in the development of proposals for new services and platforms to clients;
•     Propose optimization of existing and new services;
•     Provide performance data to support management decision-making;
•     Evaluation and acceptance of new hardware and service deployed on VAS platforms;
•     Drive product and service delivery across the organisation by agreeing and setting goals;
•     Support effective management reporting, information dissemination, business process and organizational planning;
•     Ensure full integration of quality management processes and their effective deployment on a day-to-day basis;
•     Supervise service and subscriber migrations on VAS platforms;
•     Organize documentation and handover of any new services to Business Development;
•     Act as a liaison between networks and all departments;
•     Ensure VAS services are implemented within allocated budgets;
•     Keep up to date on VAS services and capabilities across all networks;
•     Keep abreast with technological advancement within the VAS industry;
•     Identify training and development needs of team members and manage skills enhancement programmes for the team to ensure targets are met;
•     Manage team boundaries and allocate resources between teams for an effective work load balance;
•     Set clear objectives and guide team members to achieve targets and performance standards;
•     Use relevant metrics and measures to routinely monitor progress against targets and take appropriate managerial action to ensure targets are met or exceeded;
•     Structure and negotiate supplier partnership agreements;
•     Manage Vendors, negotiate and monitor SLAs;
•     Meet with the Business Development and Customer Service teams on a regular basis to identify the list of new client requirements, assess operational performance and review any identified opportunities and challenges;
•     Carryout Monthly/quarterly reviews with clients;
•     Perform other assigned duties as delegated from time to time.

Experience

• Minimum of 5 years’ experience in VAS industry.

Education

•     Minimum of a Second Class Upper Bachelor’s Degree or its equivalent.
•     Experience and certification in Project Management (PMI, Prince2 or APM) would be an advantage
•     MBA Preferred

Requirements

•     Experience in managing crisis
•     Strong background and work experience in Telecommunications and Consultancy
•     A commitment to high professional ethical standards working in a diverse workplace;
•     Excellent communication skills both verbal and written
•     Knowledge of business and management principles and practices
•     Experience in organizational effectiveness and operations management implementing best practices;
•     Knowledge of project management principles and practices
•     Good leadership with vision in managing a diverse group of staff and major project initiatives across the organization.
•     Experience in deploying and optimizing VAS systems for multiple vendors, and interaction with Marketing, and IT departments
•     Experience in Operation and Maintenance of all VAS platforms and charging systems including the deployment of new services;
•     Has a passion for efficiency through continuous improvement.
•     Thrives on managing competing priorities.

Complimentary Skills for Operations Manager

•     Critical thinking and problem solving skills: Ability to look at situations from several points of view and recommend solutions to management.
•     Planning and organizing: Plans a course of action to accomplish high-priority goals. Monitors progress. Anticipates problems and revises plans to meet changing circumstances.
•     Decision-making: Be able to consider the relative costs and benefits of potential actions and choose the most appropriate one.
•     Communication and interpersonal skills: Good reporting skills (written and verbal). Provides information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style to the needs of others. Listens attentively.
•     Developing a Team: Must be able to motivate, build a strong team and develop positive relationships among team members as they work.
•     Negotiation Skill: Must be a Confident negotiator and have a strong ability to ‘close the deal’.
•     Conflict Resolution Skill: Ability to step in to resolve conflicts among team members; between the clients and the organization.
•     Commitment to excel: Challenges self and others to exceed standards and achieve extraordinary results. Is not easily deterred when obstacles or delays are encountered.
•     Adaptability: Responds positively to change. Maintains effectiveness when confronted with new work situations or the uncertainty and ambiguity that comes with change. Is open to new ideas, assignments and approaches.
•     Microsoft Application Suites: Microsoft Office 2010 (English), Microsoft Vision and Microsoft Project.