The Operations Manager will be responsible for the smooth day-to-day running of the Nairobi support hub. This role focuses on maximizing team productivity, ensuring high-quality service delivery to US clients, optimizing processes, and supporting the growth of the Kenya operations.
Key Responsibilities
Daily Operations: Oversee day-to-day operations of the Nairobi team.
Staff Scheduling: Create and manage schedules for all WNS staff (Kenya and CR teams).
Performance Management: Ensure high productivity and performance of the staff; monitor, run reports, and make real-time adjustments to improve efficiency.
Financial Reporting: Track time and utilization of Kenya staff (in Atera or PSA tool); generate monthly billable hours reports, organize data, and prepare information for invoicing.
Logistics: Handle travel logistics for the team when required for client visits or training.
Team Leadership & Development
Coach, mentor, and develop the technical team (Senior Network Admin, Desktop Support Tech, etc.).
Conduct regular one-on-one meetings and performance reviews.
Identify training needs and organize skill development in areas such as UniFi, SonicWall, Watchguard, and Atera.
Process Improvement & Quality Control
Develop, document, and enforce standard operating procedures (SOPs) and best practices.
Improve workflows for ticket handling, documentation, and client handovers.
Ensure consistent high-quality documentation in the knowledge base.
Client Service & Escalation Management
Act as the main escalation point for the Nairobi team with the US team and clients.
Monitor client tickets and SLAs to ensure timely resolution and high satisfaction.
Facilitate daily/weekly sync meetings between Kenya and US teams.
Tools & Technology Management
Oversee proper use of Atera, Office 365, UltaTel, and other critical tools.
Ensure all technicians follow security protocols and best practices.
Performance Analytics & Compliance
Track key performance indicators (KPIs) such as ticket resolution time, first-time fix rate, utilization %, and client satisfaction.
Prepare weekly and monthly operational reports for the Owner.
Ensure all contractors follow their agreements, maintain proper timesheets, and meet professionalism standards.
Support onboarding of new team members and assist with coworking space management.
Qualifications and Requirements
A minimum of a Diploma qualification.
At least 3 years of relevant experience in operations or management.
Experience in the ICT / Telecommunication industry is highly preferred.
Proficiency with tools such as Atera, PSA tools, UniFi, SonicWall, and Watchguard is a plus.
How to Apply
Interested and qualified candidates should apply online through the application link. Fill in the required details (Name, Email, Phone, Location) and upload your CV and cover letter.
How to Apply
Interested and qualified candidates should apply using the 'Apply Now' button on the job portal or directly via this link: Apply for Operations Manager. You will be required to provide your name, email, phone number, current location, and attach your CV and cover letter.
