Description

• We are seeking a dynamic and results-driven Operations Manager to oversee the daily operations of the firm and play a key role in driving business growth.
• This individual will be responsible for ensuring efficient service delivery, expanding the client base, and identifying new business opportunities while maintaining operational excellence.

Key Responsibilities
Operational Management:

• Oversee and streamline daily operations to ensure the firm delivers services efficiently, consistently meeting client expectations and service quality standards.
• Develop and implement operational strategies and processes to enhance service delivery, client satisfaction, and internal workflow.
• Provide support to the CLO for vendor relations, and resources needed to meet project deadlines.
• Ensure the successful execution of business strategies and policies across all operational areas.

Client Service and Retention:

• Serve as a key account manager for assigned retainer clients to ensure continuous and effective communication.
• Work with the client service team to ensure engagements meet client expectations and service level agreements (SLAs).
• Create initiatives to improve client satisfaction and retention, focusing on personalized and proactive relationship management.

Training and Development:

• Participate actively in the creation, design, and delivery of internal and client-facing training programs using the behavior modification and attitudinal change model.
• Ensure training content aligns with client objectives, organizational needs, and industry best practices.
• Evaluate the effectiveness of training programs and continuously improve them based on feedback and performance metrics.
• Provide coaching and mentorship to junior team members to help them develop professionally and contribute to the firm’s overall success.
• Develop training materials, manuals, and resources to support ongoing professional development across the company.

Presentation and Thought Leadership:

• Develop and deliver presentations on key industry trends, best practices, and company insights to both internal and external audiences.
• Write thought leadership content, including articles, white papers, and case studies, that demonstrate the company’s expertise and thought leadership.
• Actively participate in industry forums and discussions to keep the company at the forefront of trends and innovations in management consulting and learning solutions.

Team Leadership and Development:

• Supervise and support a team of operations, business development, and client support staff, providing guidance, training, and professional development.
• Foster a culture of collaboration, accountability, and performance excellence across the team.
• Conduct regular performance reviews and support team members in achieving their professional goals.

Continuous Improvement:

• Identify opportunities for process optimization, and innovation, to improve service delivery, efficiency, and scalability.
• Analyze client and team feedback to make data-driven decisions for improving operations and service offerings.
• Lead initiatives to implement new tools, systems, and technologies that increase business productivity.

Compliance and Risk Management:

• Ensure that all operational activities comply with relevant industry regulations, internal policies and best practices.
• Manage risks associated with operations, business development, and client projects, implementing mitigation strategies where necessary.

Reporting and Analytics:

• Regularly reporting to senior leadership on key operational metrics, project progress and close out, client satisfaction and thought leadership efforts.
• Analyze performance data and make recommendations to improve operational efficiency and business growth.
• Prepare and present reports on Client interactions, audits and interventions.

Qualifications

• Education: Bachelor’s degree in Psychology, Human Resources, Business Administration, Operations Management, or a related field.
• Experience: 5+ years in operations management, preferably in consulting firm or service-oriented industry.

Skills:

• Strong leadership and team management abilities.
• Excellent problem-solving and decision-making skills.
• Proficient in project management tools and software
• Solid understanding of financial management and budgeting.
• Ability to analyze data and generate actionable insights for continuous improvement.
• Excellent communication skills, both written and verbal.
• Excellent training and presentation skills.

Core Competencies:

• Leadership and team management
• Strategic thinking and problem-solving
• Client relationship management
• Financial and resource management
• Process optimization and innovation
• Risk management and compliance
• Monitoring & Evaluation/ Reporting.

Salary
N200,000 – N250,000 monthly.

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