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Business Head of Operations and Customer Experience

BrighterMonday Consulting

Community & Social Services

IT & Telecoms USh Less than 300,000
New
2 weeks ago

Job Summary

The Business Head of Operations and Customer Experience at Lyca Mobile Limited is responsible for overseeing and optimizing all aspects of the company's operations while ensuring exceptional customer experiences.

  • Minimum Qualification: Bachelors
  • Experience Level: Executive level
  • Experience Length: 10 years

Job Description/Requirements

Business Head of Operations and Customer Experience

Job Title: Business Head of Operations and Customer Experience


Job Purpose:

The Business Head of Operations and Customer Experience at Lyca Mobile Limited is responsible for overseeing and optimizing all aspects of the company's operations while ensuring exceptional customer experiences. This role requires a strategic leader who can align operational processes with business objectives, drive efficiency, and enhance customer satisfaction.


Key Responsibilities:

Strategic Operations Management:

  • Develop and implement strategic operational plans that align with the company's goals and objectives.
  • Lead the annual operational planning process and manage the execution of these plans.
  • Monitor and analyze operational performance metrics to ensure operational excellence.

Customer Experience Management:

  • Design and implement customer experience strategies to enhance customer satisfaction and loyalty.
  • Oversee customer service teams, ensuring they deliver high-quality service and resolve issues promptly.
  • Utilize customer feedback to drive continuous improvement in customer service processes.

Process Improvement:

  • Identify areas for improvement in operational and customer service processes and implement changes to increase efficiency and effectiveness.
  • Use data analytics to drive decision-making and enhance operational and customer service processes.

Team Leadership:

  • Lead, mentor, and develop operations and customer service teams, fostering a culture of high performance and continuous improvement.
  • Ensure adequate staffing and training to meet operational and customer service needs.

Financial Management:

  • Develop and manage the operations and customer service budgets, ensuring cost-effective solutions without compromising quality.
  • Conduct financial analysis and provide insights to support business decisions.

Quality Assurance:

  • Maintain high standards of quality across all operational and customer service processes.
  • Ensure compliance with industry regulations and company policies.

Vendor and Supplier Management:

  • Manage relationships with vendors and suppliers to ensure timely delivery of services and products.
  • Negotiate contracts and agreements to benefit the company.

Risk Management:

  • Identify potential risks in operations and customer service processes and develop mitigation strategies.
  • Ensure business continuity and disaster recovery plans are in place and effective.

Reporting and Communication:

  • Prepare and present operational and customer experience reports to senior management and stakeholders.
  • Communicate effectively with all levels of the organization to ensure alignment and clarity on operational and customer experience goals and progress.


Qualifications:

  • Bachelor’s degree in Business Administration, Operations Management, or a related field. Master’s degree preferred.
  • Minimum of 10 years of experience in business operations and customer experience, with at least 5 years in a leadership role.
  • Strong knowledge of operational and customer experience principles and practices.
  • Proven experience in strategic planning and execution.
  • Excellent leadership and team management skills.
  • Strong analytical and problem-solving abilities.
  • Proficient in using operational and customer service software.
  • Excellent communication and interpersonal skills.


Competencies:

  • Strategic thinking and planning
  • Financial acumen
  • Leadership and team development
  • Process optimization and efficiency
  • Risk management
  • Customer-focused mindset
  • Excellent negotiation and vendor management skills
  • Ability to work under pressure and manage multiple priorities


How to apply.

All candidates should send their updated CVs and application letters through Brightermonday Portal by Clicking on the 'Apply Now ' section 




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