Regional Operations Manager

The ROM is responsible for declining the global agent operations strategy into a regional operations strategy aligned with the Business Strategy of the region.
He is responsible for defining, clarifying and prioritizing the initiatives and projects that should be implemented into the region.
He ensures profitability by generating revenues through cost controls associated with production and service standard by serving customer base and agency network.

In addition to these global responsibilities, in collaboration with the business team he is responsible for ensuring availability of services and new products with Network Agents in assigned regions. He continuously monitors and improves service quality at POS to deliver superior service to consumers, creating customer loyalty and generating business growth.

Accountability :

 Key contact of the Business department and main agents on all matters related to the operations/service aspect of the business, (e.g. communications to the agents, implementation of procedures, software upgrades, troubleshooting, service quality, new product deployment).

 Ensure Network Agents are in full compliance with worldwide operating policies and service standards. Manage and implement quality assurance programs with the support of the global operations team. Manage POS audits and Field Task Forces, define subsequent strategy for improvement and ensure implementation at Agent level.

 Key contact of the department and main agents on all matters related to the new electronic channel, (e.g. Project planning and updates, communications to the agents, implementation of procedures, troubleshooting, service quality, new product deployment).

 Identify, Propose and Manage various projects to ensure efficiency and cost saving at agent level while maintaining optimum service quality (e.g. IT Integration project management, loyalty card, new channels, service excellence program, six sigma projects, cross functional projects)

 Define the Strategy and the key initiatives for the region. Plan, Organize, Prioritize, Prepare and Deliver the initiatives to Agents in Service Excellence program, new procedures, new products, new software, and any other depending on the priority defined.

 Coordinate with Agents, other department (Marketing/Business, Support resources, etc…), external parties to ensure the highest quality of service to the key stakeholders (Internal Departments, Business, Agents and Consumers).

 List, Prioritize, Plan and Coordinate Agent activation process. This includes ensuring agent's readiness in legal, operational and technical aspects, software installation and initial and ongoing training of agent's staff (CSC, backoffice, POS as well as "train the trainer").

 Actively contribute to Business by identifying opportunities and providing operational advice and expertise to Marketing, Business as well as other functional areas.

Qualifications/Skills/Requirements :
• Min. 10 years experience with Min. 5 years in operations and/or training and/or quality
• Significant experience in IT and project management
• Good understanding of financial market and banking operations (75% of agents are banks)
• English and French language - very good command (Another language: Portuguese or Spanish appreciated)
• Proactive and able to work independently and within a team
• Team player emphasize
• Ability to communicate effectively and efficiently at all levels of the organization, with consumers and agent staff at level of location
• Very strong presentation skills
• Good analytical skills
• Project Management skills
• Medium understanding of IT (Integration project, software migration, telecommunications and very good computer skills)
• Good understanding of today's technology standards (PC-level, software, telecom, network systems) and Database and Information System
• High Unquestionable integrity
• Very strong interpersonal qualities
• Ability to travel intensively (+50%)
Local Contract
If you would like to apply please send your CV to: caroline@caglobalint.com

CA Global est un Cabinet International spécialisé dans le Recrutement et la Mise à Disposition d'Expatriés. CA Global offre des solutions de recrutement et de mise à disposition de personnels du monde entier pour les entreprises qui opèrent en Afrique et à l'international.

CA Global possède une expertise dans le Recrutement en Afrique dans les secteurs suivants : Mines, Pétrole & Gaz, Banque, Finance, Télécoms, TIC, ONG, Ingénierie, Construction, Approvisionnement, Hôtels et Cadres Dirigeants.
CA Global travaille énormément en Afrique et s’est par conséquent forgé une réputation de spécialiste sur le continent.