Operations Manager at EasyPay

Job Brief

• We are looking for an Operations Manager in our Agency Network to oversee daily activities of Agents and agency relationship Staff.
• Operations Manager’s Agency Network responsibilities include designing policies, overseeing agents, areas of operations, customer service and deploying our Product technology solutions. 

Responsibilities

• This position is responsible for ensuring that the Company establishes and maintains an 
• effective and efficient operations. It also includes:
• Oversee and coordinate the day-to-day collections for agents in coverage area
• Compile and report all POS & Tablet transactions for all agents.
• Coordinate and supervise Operations–Agency network Staff.
• Expand agency network to effectively reach all customers under area of coverage. 
• Investigate and promptly report all technical and IT related tablet/platform issues to the appropriate channels for immediate resolution.
• Implement and manage operations plans, processes and procedures set up by the COO.
• Involve in budget planning and financial analysis of organization’s Operations in the State.
• Oversee inventory, distribution of organizational resources/products to agents in area of coverage
• Directly manage agents and provide managerial support in the day-to-day affairs of operations.
• Collate and submit all agency operations reports to the COO
• Provide hands on support to all operational strategies to drive accountability, revenue collection and increase profitability base.
• Deal with day-to-day operational issues, investigate and report all human work-related issues to the appropriate lines for prompt actions.
• Drive company’s Training and development strategy among agents.
• Encourage focus on customer service delivery through friendly and effective verbal, written communication to customers.
• Track day to day management of collections, cash posting, book balance, credit balance resolution.
• Support the vision, mission statement and demonstrate a commitment to the values of the organization.
• Liaise with the Chief Operating Officer and HR Team to drive performance management, periodic review, evaluation and appraisal of agents.
• Directly design job scope, KPI and target for all agents under coverage.
• Drive organization’s Annual revenue plan that will aid the realization of quarterly & annual revenue targets.
• Send in daily reports on Agents upload to the Head of Finance
• Maintain time sheet, register and records of agents under coverage.
• Reconcile, track and resolve all account discrepancies.
• Ensure and confirm 100% remittance of all collections daily 
• Monitor & Supervise drivers under coverage area including movement log books

Requirements

• Requires a Bachelor's Degree / MSc in area of speciality and 5-10 years of experience in the field or in a related area.
• Proven work experience in operations or similar role
• Familiar with a variety of the field's concepts, practices and procedures. 
• Excellent marketing and organizational skills

Person Specification:
This is a varied and demanding role requiring excellent communication and management skills, a high degree of skills & proficiencies in the following areas:

• Conflict Management
• Decision-Making
• People Management / Team Work
• Data Processing Skills / Reporting Skills
• Deadline-Oriented
• Critical Thinking and Problem-Solving Skills
• Planning and Organizing
• Persuasiveness / Interpersonal Skill
• Influencing and Leading
• Marketing / Customer service skills
• Stress Tolerance