Job Title: Head of Operations / Chief Operating Officer (COO)
Organisation: NFT Consult Ltd
Duty Station: Kampala, Uganda
About Organisation:
NFT Consult Ltd is a business process outsourcing firm with offices in Uganda, South Africa, Kenya, Botswana Rwanda, Tanzania, Zambia, Burundi and South Sudan.
Job Summary: The Head of Operations / Chief Operating Officer (COO) will play a pivotal role in driving the operational excellence of our client. This position demands a strategic leader who can oversee and streamline all aspects of operations, including sales, human resources, contact center, and other critical functions. The ideal candidate will be a dynamic and results-oriented individual with a proven track record in operations management and leadership.
Key Duties and Responsibilities:
- Operational Leadership: Lead and oversee the entire operations team, including sales, HR, contact center, and other operational functions. Ensure seamless coordination and alignment across all departments to achieve business goals.
- Sales Operations: Develop and implement robust sales strategies to drive growth and market penetration. Monitor sales performance, analyze metrics, and provide actionable insights to optimize sales processes.
- HR Management: Oversee the HR department to ensure effective recruitment, training, development, and retention of top talent. Foster a positive and inclusive work environment that aligns with the company’s culture and values.
- Contact Center Management: Ensure the contact center delivers exceptional customer service. Implement best practices and technologies to enhance customer experience and operational efficiency.
- Strategic Planning: Collaborate with the executive team to develop and execute long-term strategic plans. Identify opportunities for operational improvement and growth, and implement initiatives to capitalize on these opportunities.
- Financial Oversight: Manage budgets, forecasts, and financial performance of operational departments. Ensure cost-effective operations while maintaining high standards of quality and service.
- Compliance and Risk Management: Ensure all operations comply with legal and regulatory requirements. Identify and mitigate risks associated with operational activities.
- Performance Monitoring: Establish and monitor key performance indicators (KPIs) for all operational areas. Use data-driven insights to make informed decisions and drive continuous improvement.
- Stakeholder Management: Build and maintain strong relationships with internal and external stakeholders, including vendors, partners, and customers.
Qualifications, Skills and Experience:
- Bachelor’s degree in Business Administration, Operations Management, or a related field; MBA or other advanced degree preferred.
- Minimum of 10 years of experience in operations management, with at least 5 years in a senior leadership role.
- Proven track record of leading and managing large, diverse teams across multiple functions.
- Strong understanding of sales operations, HR practices, and contact centre management.
- Exceptional strategic thinking, problem-solving, and decision-making abilities.
- Excellent communication, interpersonal, and leadership skills.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
- Experience in the telecommunications industry is highly desirable.
How to Apply:
All suitably qualified and interested candidates should apply online through the NFT jobs portal.
Deadline: 9th July 2024
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