Operations Manager

Key Duties & Responsibilities

Technical Operations & Process Management

Plan, execute, and oversee technical activities across all client and project sites. Allocate technical resources and balance staff workloads evenly to optimize productivity. Perform regular reviews of operational processes, work instructions, and checklists to align with business objectives and industry standards. Identify and implement opportunities to automate repetitive administrative tasks. Identify, record, and assist in resolving operational and technical challenges using evidence-based solutions.

Support Platform & Escalation Management

Follow up and closely track tickets raised on the online support platform to ensure prompt resolution. Assess and escalate overdue or high-priority tickets to management for immediate resolution. Collaborate with customer support and sales teams to eliminate operational friction and improve workflow.

Team Leadership & Development

Build, mentor, and maintain a high-performing technical team. Provide ongoing technical support and guidance to staff and clients at project locations. Assess training and professional development needs for the technical team and deliver targeted training programs.

Client Service Delivery &Field Operations

Deliver high levels of customer service with a strict focus on client satisfaction and service quality. Monitor, document, and report technical challenges faced by field staff and clients. Travel frequently across the country to engage with existing clients, site teams, and prospective opportunities. Deploy to project sites for extended durations (exceeding one week) during major system implementations.

Strategic Alignment & Reporting

Act as a direct bridge between technical teams and executive leadership. Track operational performance metrics and Key Performance Indicators (KPIs). Prepare accurate, precise reports on technical activities, site incidents, and operational metrics for executive review. Perform any other professional duties as assigned by Supervisors.

Requirements & Qualifications

Minimum Experience: Minimum of 3 years of progressive experience in technical operations, IT support management, or a related leadership role. Technical Proficiency: Proficiency in Microsoft Office Suite and Windows Server administration. Language Skills: Professional fluency in spoken and written English. Work Flexibility: Willingness to work long and odd hours (including weekends) and engage in frequent nationwide travel, including staying at project sites for more than a week during implementations.

Location : Accra

Salary : Attractive