East Africa Region Operations Manager at GSM Association (GSMA)

Role Description

The East African Region Operations Manager is responsible for the harmonious execution of all East Africa Contracts and Projects of GSM Systems. This includes the full understanding of what value each contract and project is required to deliver to all the stakeholders. This further includes the assurance of the delivery of that value and the communication of the success of this to both internal and external stakeholders.

The role will report directly to the Africa Director and indirectly to the Group COO and will be responsible for personnel management to deliver these outcomes and includes the personnel motivation and growth to drive performance levels that directly impacts customer experience and internal goals. This role will work closely with the Local Operations and Account Managers to ensure that all delivery SLA’s, KPI’s and targets are met both in time at the highest levels of performance. Input to senior management on risk mitigation, change order management and strategic alignment with customer goals is a key deliverable of this role as well.

The candidate will lead the Regional Team in the to the highest level of Contract and Operational fulfillment and be responsible to deliver that outcome to the senior levels of customer management teams. Performance will be measured and incentivized on the basis of a clear set of KPIs to include on time and accurate reporting and effective Customer Satisfaction Measurement.

Duties and Responsibilities

• To fully understand each contract and project deliverable and metrics.
• To develop and recruit with an “A” Team timely to execute these contracts and projects
• To take full responsibility for the performance management of the direct reports and their teams in order to ensure that quality and deadlines are achieved and maintained and that any issues are managed in line with expected goals
• Responsibility ensuring that contract alignment with the customer is maintained, any cases and change orders are proactively managed with all risks mitigated proactively
• Ensure that Employee’s are reviewed for applicability and that both the employees and Company enjoy best performance.
• To ensure the provision of timely and valuable management and operational information across the business, maintaining and expanding a range of dashboards in order to share information and communicate the value proposition to all stakeholders.
• To implement Talent development and processes as they are strategically and operationally identified and systems in order to achieve an effective and efficient way of working.
• To be responsible for the management of the work flow and performance of the team, against defined goals and objectives, ensuring that service standards, targets and quality are achieved and maintained
• Interact with in-country Management, Operation and Customer Representatives to ensure appropriate understanding of day-to-day transactions
• Liaison Activities

Interact with Employees and potential employees in order to drive a dynamic and growing workforce.

• Interact with CXO and Directors on Service Delivery, Risk mitigation and Performance Management, driving best in class Operational and Project Management practices.
• 6+ years Experience in Operations and/or Project Management
• Planning and Project Execution
• Communication
• Problem solving

Best Fit

• I have read the Principles below and these sound like me!
• Love of learning & Fast learner

GSMS Principles

• strive to Deliver Results for my Stakeholders: my Customers, my Shareholders and my Worldwide Team
• Expect the Utmost of myself and of others
• Break Down Barriers and Create Opportunities
• Am Honest and Transparent
• Present Solutions every time
• am Responsible for my Wellbeing and for my Growth
• am an Inspiration to others through Courage, Teamwork, and Philanthropy
• Believe there are No Limits to my Future here and No Limits to what we can build together.
• value others on their contribution and performance, I only want A players on my team.
• We are GSM SystemsESOMACHUKWU