Operations Assistant Manager-Grade C1

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Operations

Manager

Responsibilities to include but not be

limited the following

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Manage the overall performance and

governance of the Statements of Work (together with Vendor Account

Management / Business Development)

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Manage the day-to-day operations in

accordance with requirements and SLAs set out in this SOW. Prompt

identification and resolution of Service delivery issues including

implementation of preventative measures. Transition management

during set up phase or expansion

phases.

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Establish the Vendor infrastructure

necessary to perform the Services, including all technology,

financial, human resources, security, facilities and communication

resources. Install all Service delivery processes and Service Level

reporting

mechanisms

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Provide exceptional people management,

mentorship and career development to members of Vendor’s team,

including managers and Agents, achieve low attrition levels and

high employee engagement

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Drive Operations teams to deliver

continuous improvement and productivity / quality

gains