- The Operations Manager is responsible for the day-to-day management, coordination, and oversight of all operational activities across the elevator sales, installation, and maintenance value chain.
- This role ensures seamless collaboration between internal departments and the overseas manufacturer to ensure timely delivery, quality control, efficient site operations, and customer satisfaction.
- The position also manages the administrative operations and operational compliance for activities in Nigeria and Ghana and ensures the alignment of all processes with organizational goals.
Key Responsibilities:
Operational Oversight
- Oversee the full lifecycle of elevator projects from sales handover to post-installation maintenance.
- Manage workflow and processes across Sales, Finance, Procurement, Production, logistics, CRM, installation, and after-sales support.
- Ensure smooth coordination with the international manufacturing partner for order placements, shipment schedules, and technical documentation.
- Review and approve and coordinate all field/site operations in collaboration with HR and the technical team.
- Review and approve administrative requests, coordinated through the HR Department.
- Oversee the execution of daily operational activities, including site operations, installation processes, maintenance services, and customer support.
- Collaborate with HR to ensure that all site operations are compliant with safety and regulatory standards.
Administrative Operations:
- Manage the administrative functions of the operations department, including scheduling, reporting, documentation, and compliance.
- Ensure that operational policies, processes, and procedures are in place and adhered to by all team members.
- Maintain smooth coordination with internal teams such as Sales, HR, finance, and technical and other departments for seamless operations.
Site Visit Approvals & Coordination:
- Approve and coordinate site visits and related activities concerning the installation and maintenance of elevators.
- Work closely with HR to manage site visit logistics, ensuring all resources (water, light, and technical personnel) are in place and that safety standards are met.
Logistics & Supply Chain Management
- Monitor international shipments, customs clearance, and inventory availability.
- Liaise with the logistics and procurement teams to minimize lead times and ensure availability of lift components.
- Identify and mitigate operational risks related to import delays, site readiness, or compliance issues.
Team Management & Performance
- Supervise Regional Operations Managers and Site Leads across Nigeria and Ghana.
- Ensure timely execution of installation and maintenance schedules by the technical team.
- Implement performance improvement strategies and drive efficiency within the operations team.
- Maintain high standards of safety, quality, and compliance across all sites.
Process Improvement & SOP Implementation
- Develop, document, and enforce standard operating procedures (SOPs) for all operational functions.
- Identify bottlenecks and areas for improvement, leveraging data and feedback for continuous improvement.
- Use CRM and project management tools to track progress and performance metrics.
Cross-Departmental Collaboration
- Work closely with the Sales, HR, Technical, Finance and other teams to align operational strategy with company objectives.
- Support HR in approving and coordinating operational staff visits to sites and ensuring field team welfare.
- Participate in strategic planning meetings and provide regular operational updates to executive leadership.
Compliance & Documentation
- Ensure all operational activities comply with local regulations and international standards for elevator safety.
- Maintain accurate records and reports on project status, logistics, installation progress, and operational challenges.
- Support internal audits and ensure corrective actions are taken promptly.
Key Qualifications:
Preferred Attributes:
- Experience working with international manufacturers or vendors.
- Proven ability to manage operations across multiple West African countries.
- Excellent negotiation and vendor management skills.
- Willingness to travel within the West and East African region frequently, and occasionally outside Africa.
Key Performance Indicators (KPIs):
- Project Delivery Timeliness:
- Ensure 95% of elevator installations and maintenance are completed on time and within the agreed timelines.
- Track and reduce any project delays, ensuring project milestones are met.
Operational Efficiency:
- Reduce operational costs by 10% annually through optimized processes and cost-saving initiatives.
- Achieve a 90% efficiency rate in inventory management, ensuring that materials and parts are available when needed without excess stock.
Customer Satisfaction:
- Maintain a customer satisfaction score of 85% or higher for installations and after-sales services.
- Track customer complaints and ensure all issues are resolved within 48 hours.
Compliance & Safety Standards:
- Ensure 100% adherence to safety standards and regulatory compliance on all job sites.
- Conduct quarterly safety audits and ensure the team is trained and up-to-date on compliance standards.
Team Performance & Development:
- Achieve an 80% team retention rate by fostering a positive working environment and offering professional development opportunities.
- Implement and monitor performance appraisals for all direct reports, aiming for at least 90% of the team to meet or exceed performance targets.
Site Visit Approvals & Coordination:
- Approve 100% of site visits related to water, light, and other logistical needs within 24 hours of request.
- Ensure site operations are free from delays due to unapproved or incomplete resources, maintaining a 98% approval rating.
Vendor & Supplier Management:
- Maintain 95% or higher on-time delivery from suppliers, reducing delays in elevator installation or maintenance.
- Build and maintain strong relationships with suppliers, ensuring high-quality standards for all external components.
Process Improvement:
- Implement at least two significant operational process improvements per year to enhance workflow efficiency.
- Continuously monitor and report on the success of these improvements, aiming for a 10% increase in operational productivity.
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