Senior Manager, Operations at Novella Africa

Job Summary

• The Senior Manager, of Operations, is responsible for managing the day-to-day activities of the User Services team.
• The Senior Manager, of User Services directs and manages the day-to-day activities of the User Services unit’s operations, providing strategic advice to the COO and supporting business operations of the Company.
• The User Services Senior Manager will collaborate with leadership from other business units to ensure optimum user satisfaction.

Job Responsibilities
Operational Performance Management:

• Responsible for driving the Company’s User Services unit to operational excellence leveraging the Company’s performance management tools
• Set targets and develop benchmarks; track, revise, and improve performance metrics that will help maintain low default rates, in collaboration with other Units and in line with Company goals
• Update KPI and OKR trackers and suggest improvement opportunities
• Vet and onboard technically sound Distributed Energy Provider (DEP) partners systematically and expeditiously, balancing speed to onboard and delivery quality
• Develop technical specifications and other operational metrics/standards to ensure efficient operations
• Evaluate Distributed Energy Provider (DEP) operational performance and develop robust rating mechanisms to facilitate DEP performance categorization
• Provide timely, accurate, and complete reports on the operating condition of the User Services unit
• Direct short-term and long-range planning and budget development to support strategic business goals
• Manage First Time Right installations of customers' energy solutions

User Success:

• Ensure Distributed Energy Provider (DEP) user satisfaction and retention to support the Company to achieve and surpass sales, profitability, cash flow and business goals and objectives
• Ensure end-consumer user satisfaction and retention, leveraging DEPs to execute relevant solutions and payment plans
• Collaborate with other members of the team, including Technology & Product teams, Growth team, Finance team, and People Operations to ensure users satisfactorily utilize the platform
• Manage the rapid response to customer issues by internal or external stakeholders

People Management:

• Provide day-to-day leadership and management guidance that mirrors the adopted corporate mission and core values. Bottom Line: build up an efficient and sustainable User Services unit that caters to the needs of the Company’s product users
• Motivate and lead a high-performance User Services team; attract, recruit, and retain required members of the team not currently in place; provide mentoring as a cornerstone to the development of team members
• Ensure User Services organization structure is appropriate for the Company’s business objectives and set-up to optimize team performance
• Foster a success-oriented, accountable environment within the Company
• Support personnel actions by ensuring all HR and related functions are properly performed in a timely manner

Process Efficiency:

• Spearhead the development, communication, and implementation of efficient and effective processes
• Monitor processes that ensure efficient onboarding of Distributed Energy Provider partners and direct-contact end-consumers
• Responsible for executing & improving processes (internal and external) and key performance indicators for the business and for their measurement and effectiveness
• Ensure proper documentation of processes and mapping of workflows
• Ensure that Company has the proper operational controls, administrative, and reporting procedures to meet operational and financial targets

Structural Programs:

• Associate Installer (ASI) program: Develop and operate Associate Installer (ASI) program that can help execute and fulfill end-consumer orders
• Training: Develop a technical training program for relevant User Services stakeholders, including ASIs
• DEP ranking program: Create, implement, and operate the DEP rating system and lead-referral guidelines that utilize the rating system; continuously improve rating system and lead-referrals
• Default Minimization System: Develop, implement, and monitor the Company’s Quality Assurance & Default Minimization System
• Vet and onboard technically sound Distributed Energy Provider (DEP) partners systematically and expeditiously, balancing speed to onboard and deliver quality
• Develop technical specifications and other operational metrics/standards to ensure efficient operations
• Evaluate Distributed Energy Provider (DEP) operational performance and develop robust rating mechanisms to facilitate DEP performance categorization
• Provide timely, accurate, and complete reports on the operating condition of the User Services unit
• Direct short-term and long-range planning and budget development to support strategic business goals
• Manage First Time Right installations of customers' energy solutions

Requirements
Qualifications:

• Bachelor's Degree in Engineering or related course from an accredited university or college (Masters and/or MBA is an added advantage)
• Minimum of 5+ years of experience in developing broad-scoped business relationships and managing and growing Business Operations
• Experience working in a Start-up
• Expertise with Microsoft Office and Google Suites

Skills:

• Ability to develop, layout, and follow through on detailed business plans and programs
• Practical and effective problem-solving skills
• Strong negotiating ability
• Strong interpersonal and leadership skills
• Self-confidence and emotional intelligence
• Strong business and financial acumen
• Strong oral and written communication skills, with demonstrated ability to communicate clearly and listen attentively
• Integrative team working style, easy contact, rapid to adaptation, can foster team spirit and collaborate cross-functionally
• Ability to effectively interface with all levels of employees and external stakeholders
• Working knowledge of assigned systems and User organization and practices
• Team player with a competitive spirit to excel and the ability to influence and motivate others
• Ability to resolve conflicts timely and effectively, including demonstrated ability to respond effectively to sensitive inquiries or complaints
• Ability to multi-task and take on additional responsibilities in line with the vision of the team
• Professional disposition with a positive attitude, open-mindedness, and willingness to learn from team members
• Good decision-making skills