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 and manage schedules for all WNS staff, including the Kenya and Costa Rica (CR) teams.
Performance Monitoring: Monitor team performance, run reports, and make real-time adjustments to improve efficiency and ensure high productivity.
Time & Utilization Tracking: Track time and utilization of Kenya staff using Atera or other PSA tools; generate monthly billable hours reports and prepare data for invoicing.
Team Leadership & Development: Coach, mentor, and develop the technical team (including Senior Network Admins and Desktop Support Technicians); conduct regular one-on-one meetings and performance reviews.
Skill Development: Identify training needs and organize skill development sessions for tools such as UniFi, SonicWall, Watchguard, and Atera.
Process Improvement: Develop, document, and enforce Standard Operating Procedures (SOPs) and best practices for ticket handling, documentation, and client handovers.
Client Service & Escalation: Act as the main escalation point for the Nairobi team regarding US clients; monitor client tickets and SLAs to ensure timely resolution and high satisfaction.
Tools & Technology Management: Oversee the proper use of Atera, Office 365, UltaTel, and other internal tools, ensuring technicians follow security protocols.
Reporting & Analytics: Track Key Performance Indicators (KPIs) such as ticket resolution time, first-time fix rate, utilization percentage, and client satisfaction; prepare reports for the company owner.
Administration & Compliance: Ensure contractors follow agreements and maintain proper timesheets; support the onboarding of new team members and assist with office/coworking space management.
Logistics: Handle travel logistics for the team when required for client visits or training.
How to Apply
Interested and qualified candidates should apply online via the application link provided below. Ensure you have your CV and relevant documents ready.
How to Apply
Interested and qualified candidates should apply online by clicking the Apply Now button on the portal or visiting the following application link directly: https://www.myjobmag.co.ke/job-application/1204199
