Operations Manager

Job Overview:

The Operations Manager will play a critical role in ensuring the efficient functioning, scalability, and continuous improvement of the Malawi site. This position demands a strategic leader with a strong customer service orientation, excellent communication skills, and a proven track record in managing large teams and complex processes.

The Operations Manager will oversee operational issues and processes while fostering a culture of collaboration, efficiency, and excellence. The role focuses on aligning site operations with strategic organizational goals to achieve client satisfaction, team development, and process optimization.

Key Responsibilities:

1.     Site & Operations Management:

• Oversee all site operations and provide regular updates to the leadership team.
• Prepare site-wide performance reports by collecting and analyzing data, ensuring actionable insights.
• Monitor compliance with standards, including the Information Security Management System and Quality Management Plan.
• Identify and implement scalable processes and technology solutions to improve operational efficiency.
• Conduct process gap analyses and recommend timely resolutions.
• Ensure sustainability and cost-efficiency across all operational initiatives

2.     Leadership Management:

• Present monthly and annual site action plans and objectives to the leadership team.
• Lead, delegate, and manage a team of 100+ employees, fostering a culture of collaboration and accountability.
• Mentor and coach team leads, building leadership pipelines and supporting professional growth.
• Drive a culture of continuous improvement by aligning team efforts with organizational goals.

3.     HR & Management:

• Partner with HR to evaluate individual performance and overall team effectiveness.
• Ensure teams are fully resourced, onboarded, and equipped to deliver on client requirements.
• Monitor team performance and provide tools, training, and development programs to address skill gaps.
• Design and implement recognition programs to improve employee engagement and retention.

4.   Client Management:

• Develop a deep understanding of client needs and ensure excellent service delivery.
• Oversee the quality of deliverables, ensuring they meet or exceed established SLAs.
• Attend regular client meetings and reviews to enhance productivity and satisfaction.
• Proactively address client concerns and collaborate with the Client Success Manager to resolve challenges

Ideal Qualifications:

• Bachelor’s degree in a business-related field or a combination of education and equivalent industry-related experience.
• Minimum of 10 years of work experience, with at least 5 years in a leadership role managing large teams and complex operations.
• Experience in managing operations in dynamic, fast-paced environments.
• Proven ability to develop and implement scalable processes and operational best practices.
• Experience working with multinational companies or managing cross-cultural teams is an advantage.
• Proficiency in operations-related software and tools, such as CRM and performance analytics platforms.
• Strong quantitative, analytical, and interpretive skills.
• Possession of key competencies including conflict management, negotiation, organization, and decision-making.
• Excellent oral and written communication skills.
• Effective time management skills and ability to work both independently and collaboratively.

Core Competencies:

• Strategic Thinking: Ability to align site operations with long-term organizational goals.
• Adaptability: Thrive in dynamic, fast-paced environments with evolving priorities.
• Collaboration: Foster a culture of teamwork and shared success.
• Problem-Solving: Demonstrated ability to address complex challenges and develop effective solutions.
• Leadership: Inspire and guide teams toward achieving organizational and client goals.

Application Deadline

If you meet the above requirements, please visit our careers page https://www.tiderise.io/careers and submit your resume by the 28th of March 2025. Interviews will be done on a rolling basis. Only shortlisted candidates will be acknowledged.