Operations Service Delivery Manager at
3 weeks ago
Key Responsibilities.
Operational Management:
Supervise day-to-day operational activities, including transaction processing, account management, and administrative tasks.
Develop and implement operational policies, procedures, and controls to ensure efficiency, accuracy, and compliance with regulations.
Monitor operational performance metrics and implement improvements to optimize processes and enhance productivity.
Service Delivery Oversight:
Define service delivery standards and establish service level agreements (SLAs) to meet customer expectations.
Monitor service delivery performance against SLAs and implement corrective actions as needed to maintain high levels of customer satisfaction.
Develop and implement customer feedback mechanisms to continuously improve service quality and responsiveness.Customer Relationship Management (CRM):
Build and maintain strong relationships with customers by understanding their needs and providing responsive and personalized service.
Address customer inquiries, complaints, and escalations in a timely and effective manner to resolve issues and ensure customer retention.
Collaborate with other departments to identify opportunities for cross-selling or upselling products and services to customers.Team Leadership and Development:
Lead and motivate a team of operations and service delivery staff to achieve departmental goals and objectives.
Provide coaching, training, and development opportunities to enhance the skills and capabilities of team members.
Foster a positive work environment that promotes teamwork, collaboration, and continuous improvement.
Quality Assurance and Compliance:
Ensure adherence to regulatory requirements, industry standards, and internal policies related to operations and service delivery.
Conduct regular audits and quality assurance reviews to identify compliance gaps and implement corrective actions.
Stay updated on regulatory changes and industry best practices to proactively address compliance issues.
Technology and Process Improvement:
Identify opportunities to leverage technology solutions to streamline operations and enhance service delivery.
Collaborate with IT and other stakeholders to implement system enhancements or upgrades to improve efficiency and customer experience.
Drive process improvement initiatives to eliminate bottlenecks, reduce errors, and enhance operational efficiency.
Risk Management:
Identify and assess operational risks and implement controls to mitigate risks and prevent losses.
Develop and maintain business continuity plans and disaster recovery strategies to ensure the resilience of operations and service delivery functions.
Monitor emerging risks and trends in the industry and take proactive measures to address potential risks.Vendor and Supplier Management:
Manage relationships with external vendors, suppliers, and service providers to ensure the timely and cost-effective delivery of services.
Negotiate contracts, evaluate vendor performance, and resolve any issues or disputes that may arise.
Continuously assess vendor capabilities and seek opportunities to optimize vendor relationships.
Budgeting and Expense Management:
Participating in the development of budgets for operational expenses and managing expenditures within budgetary constraints. This includes monitoring expenses, identifying cost-saving opportunities, and optimizing resource utilization.
Business Continuity Planning:
Developing and maintaining business continuity plans to ensure the resilience of operations in the event of disruptions, such as natural disasters, cybersecurity incidents, or other emergencies.
This includes implementing measures to minimize downtime and ensure the continuity of critical operations.Reporting and Analysis:
Generating reports and analyzing operational data to track performance metrics, identify trends, and make data-driven decisions. This includes preparing regular reports for management and stakeholders to assess operational performance and identify areas for improvement.
Requirements
Academic Qualifications
Bachelor's degree in business administration, Finance, Economics, Accounting, or a related field.
Minimum four (4) years' experience in a supervisory level,
Required Technical Knowledge
Budgeting, financial planning
Ability to conduct market research and Intelligence.
Data Analytics.
Performance management
Training & Development
Risk Assessment and management
Required Skills & Personal Attributes
Logical and creative.
Able to identify and diagnose problems.
Patient and Persistent.
Presentation skills.
-
Delivery Driver at
1 month ago
Nairobi, Nairobi Area, Kenya Lilwa Delivery Full timeLilwa Delivery, a brand of Nakibolis Heirs Limited, is your reliable partner for last-mile deliveries in the Lake Basin region and surrounding areas.We focus on quick and dependable doorstep deliveries to households in Kisumu, Kakamega, Eldoret, Nakuru, Bomet, Narok, Migori, Busia, Kericho, Bungoma Town, and nearby locations.Responsibilities:- Delivering...
-
Nairobi, Nairobi Area, Kenya Public Service Commission Kenya (PSCK) Full timeThe Commission dates back to 1954 when Civil Service Commission was established by British Colonial Government following Holmes Commission Report, 1948; Civil Service Commission was advisory to the Governor in matters of appointments; At independence in 1963 it was enshrined in the constitution and renamed Public Service Commission; Independence Constitution...
-
Nairobi, Nairobi Area, Kenya Public Service Commission Kenya (PSCK) Full timeThe Commission dates back to 1954 when Civil Service Commission was established by British Colonial Government following Holmes Commission Report, 1948; Civil Service Commission was advisory to the Governor in matters of appointments; At independence in 1963 it was enshrined in the constitution and renamed Public Service Commission; Independence Constitution...
-
Operations/ Business Delivery Manager
2 months ago
Nairobi, Nairobi Area, Kenya Summit Recruitment and Search Full timeSummit Recruitment & Search was established in 2009 to address the recruitment, mass recruitment, executive search, outsourcing and training needs of companies based in Kenya or wanting to enter the Kenyan, East African, South African and African marketKey Responsibilities Demonstrate strong self-leadership by effectively planning and executing...
-
Operations/ Business Delivery Manager
3 weeks ago
Nairobi, Nairobi Area, Kenya Summit Recruitment and Search Full timeSummit Recruitment & Search was established in 2009 to address the recruitment, mass recruitment, executive search, outsourcing and training needs of companies based in Kenya or wanting to enter the Kenyan, East African, South African and African marketKey Responsibilities Demonstrate strong self-leadership by effectively planning and executing...
-
Senior Director, Service Delivery at
2 months ago
Nairobi, Nairobi Area, Kenya Sama Full timeAbout The JobReporting to the VP-Global Service delivery, you will be responsible for the daily oversight of all projects and their implementation and execution. Additionally, you will be responsible for balancing service delivery requirements and capacity across multiple countries. As the Director, Service Delivery, you will lead in building new...
-
Senior Director, Service Delivery at
3 weeks ago
Nairobi, Nairobi Area, Kenya Sama Full timeAbout The JobReporting to the VP-Global Service delivery, you will be responsible for the daily oversight of all projects and their implementation and execution. Additionally, you will be responsible for balancing service delivery requirements and capacity across multiple countries. As the Director, Service Delivery, you will lead in building new...
-
Marketing Manager at
1 month ago
Nairobi, Nairobi Area, Kenya Lilwa Delivery Full timeLilwa Delivery, a brand of Nakibolis Heirs Limited, is your trusted last-mile delivery partner serving the Lake Basin region and beyond.We specialize in fast and reliable doorstep deliveries to households in Kisumu, Kakamega, Eldoret, Nakuru, Bomet, Narok, Migori, Busia, Kericho, Bungoma Town, and neighboring areas.Responsibilities:- Developing and...
-
Service Delivery Lead, Passenger Services
4 weeks ago
Nairobi, Nairobi Area, Kenya Swissport Kenya Ltd Full timeABOUT THE COMPANYSwissport Kenya Limited part of Swissport International Ltd. provides ground handling services and cargo handling at the Jomo Kenyatta International Airport, Nairobi KEnya. Globally, Swissport is active at more than 270 airports in 48 countries on five continents and generates consolidated operating revenue of CHF 3.0 billion.JOB SUMMARYWe...
-
Service Delivery Lead, Passenger Services
3 weeks ago
Nairobi, Nairobi Area, Kenya Swissport Kenya Ltd Full timeABOUT THE COMPANYSwissport Kenya Limited part of Swissport International Ltd. provides ground handling services and cargo handling at the Jomo Kenyatta International Airport, Nairobi KEnya. Globally, Swissport is active at more than 270 airports in 48 countries on five continents and generates consolidated operating revenue of CHF 3.0 billion.JOB SUMMARYWe...
-
Intern - Service Delivery
2 months ago
Nairobi, Nairobi Area, Kenya Shamiri Institute Full timeABOUT THE COMPANYOur mission is to provide youths, in Sub-Saharan Africa and beyond, with data-driven tools to improve their life outcomes.JOB SUMMARYThe Intern will work closely with the Deputy Directors and Associates on dissemination of our mental health solutions to Kenyan high school youths. This will involve being part of recruitment processes to...
-
Service Delivery Lead, Passenger Services at
3 weeks ago
Nairobi, Nairobi Area, Kenya Swissport Full timeSwissport is the world's largest provider of ground and cargo handling services in the aviation industry. The company provides services on behalf of some 835 client-companies and handles around 230 million passengers and 3.9 million flights (movements) per year.SummaryWe are seeking a professional with proven track record in duty management with aviation...
-
Service Delivery Lead, Passenger Services at
1 month ago
Nairobi, Nairobi Area, Kenya Swissport Full timeSwissport is the world's largest provider of ground and cargo handling services in the aviation industry. The company provides services on behalf of some 835 client-companies and handles around 230 million passengers and 3.9 million flights (movements) per year.SummaryWe are seeking a professional with proven track record in duty management with aviation...
-
Intern - Service Delivery at
2 months ago
Nairobi, Nairobi Area, Kenya Shamiri Institute Full timeOur mission is to provide youths, in Sub-Saharan Africa (SSA) and beyond, with evidence-based tools to improve their life outcomes. We believe in a world where youth, anywhere, can actualize their life outcomes. Founded at Harvard and launched in Kenya in 2018, we combine rigorous social science research with deep contextual knowledge of the education and...
-
Intern - Service Delivery at
1 week ago
Nairobi, Nairobi Area, Kenya Shamiri Institute Full timeOur mission is to provide youths, in Sub-Saharan Africa (SSA) and beyond, with evidence-based tools to improve their life outcomes. We believe in a world where youth, anywhere, can actualize their life outcomes. Founded at Harvard and launched in Kenya in 2018, we combine rigorous social science research with deep contextual knowledge of the education and...
-
Intern - Service Delivery at
3 weeks ago
Nairobi, Nairobi Area, Kenya Shamiri Institute Full timeOur mission is to provide youths, in Sub-Saharan Africa (SSA) and beyond, with evidence-based tools to improve their life outcomes. We believe in a world where youth, anywhere, can actualize their life outcomes. Founded at Harvard and launched in Kenya in 2018, we combine rigorous social science research with deep contextual knowledge of the education and...
-
HR Specialist at
1 month ago
Nairobi, Nairobi Area, Kenya Lilwa Delivery Full timeLilwa Delivery, a brand of Nakibolis Heirs Limited, is your trusted last-mile delivery partner serving the Lake Basin region and beyond. We specialize in fast and reliable doorstep deliveries to households in Kisumu, Kakamega, Eldoret, Nakuru, Bomet, Narok, Migori, Busia, Kericho, Bungoma Town, and neighboring areas.Responsibilities:Recruiting and hiring new...
-
Delivery Manager
3 weeks ago
Nairobi, Nairobi Area, Kenya Tony Blair Institute for Global Change Full timeJOB SUMMARYWe are looking for a seasoned, experienced, and visionary Delivery Manager Foreign Policy, to join our TBI Kenya team, where they will engage and facilitate government-foreign policy efforts and initiatives. The Delivery Manager will collaborate closely with the Office of the Prime Cabinet Secretary, the Principal Secretary State Department for...
-
Delivery Manager
2 months ago
Nairobi, Nairobi Area, Kenya Tony Blair Institute for Global Change Full timeJOB SUMMARYWe are looking for a seasoned, experienced, and visionary Delivery Manager Foreign Policy, to join our TBI Kenya team, where they will engage and facilitate government-foreign policy efforts and initiatives. The Delivery Manager will collaborate closely with the Office of the Prime Cabinet Secretary, the Principal Secretary State Department for...
-
Delivery Manager
3 weeks ago
Nairobi, Nairobi Area, Kenya Tony Blair Institute for Global Change Full timeThe Tony Blair Institute for Global Change supports political leaders and governments to build open, inclusive and prosperous societies in a globalised world. We do this through developing policy and advising governments.About JobWe are looking for a seasoned, experienced, and visionary Delivery Manager Foreign Policy, to join our TBI Kenya team, where they...
