Our client, an award-winning African ICT company specializing in cutting-edge technological solutions for the healthcare, insurance, and public sectors is looking for an Operations Lead. 

Job Purpose

To lead operations and ensure support operations run smoothly in order to facilitate system availability everywhere, anytime in order to exceed stakeholders’ expectations, achieve CX objectives and increase profitability. 

Responsibilities & Duties

1. Develop and periodically update training curricula for all systems.
2. Co-ordinate and carryout periodical departmental technical training for officers within the department.
3. Develop and periodically update technical support guidelines booklet for use by officers.
4. Provide technical assistance to officers on escalated challenges.
5. Develop a database for all technical issues within CSS systems and operations.
6. Carryout testing for newly developed systems and versions and confirm operability before rollout.
7. Identify knowledge gaps and propose appropriate training programs towards addressing the same.
8. Act as liaison with the technology function on technical matters.
9. Collect, collate and submit systems change requirements to the development/ projects team.
10. To develop user guides for our service provider systems and technical operations.
11. Spearhead initiatives targeted towards achieving innovativeness to improve operational efficiency.
12. Provider required technical support for field officers.
13. Organize meetings to review system performance across all healthcare providers.
14. To consolidate and periodically report on feedback on the system acceptance, improvements and any challenges at the installed sites.
15. To handle customer inquiries in line with the agreed service level standards and company’s brand values.
16. To fully support development, implementation of solutions.
17. Consolidate and periodically maintain updated information on provider details as defined for the system operation.
18. Clearly communicate any technical change and new development for all systems and operations within CSS department.
19. Responsible for NPS and CSAT.
20. Build strong relationships with partners and customers.
21. Ensure operation excellence and excellence in reporting.
22. Adopt a Kaizen approach to operations.
23. Responsible for support and customer and partner issue resolutions.
24. Perform other support duties as may be assigned by supervisor.

 Required Qualifications

• Bachelor's degree with over 3 years preferably in an ICT related field, ideally working experience in Hospital Operations.
• Having worked in Customer service/support is an added advantage.
• Excellent working knowledge of computer systems, security, network and systems administration, databases and data storage systems.
• Strong critical thinking and decision-making skills.

Required Skills

1. Effective communication skills both oral and written.
2. A good understanding of systems and processes.
3. Must have sound technical, soft and professional skills.
4. Integrity and ethical.
5. Proactive and can work under minimal supervision.
6. Good time keeping.

Attitudes and Behavior

The Operations Lead has a high impact to the service. The officer should be a champion whose enthusiasm, dedication, passion and conviction to company’s solutions should be an example to both customers and other company’s staff.

Other required characteristics that the officer must possess and demonstrate:

• Professionalism, honesty and ethical service above board
• Confidence and high self esteem
• Analytical and inquisitive, with excellent attention to detail
• Self-Drive and work with speed, Reliable, flexible and cooperative

Proactive reserves the right: 

• To call only the shortlisted candidates for interview. 

• Not to make any appointment following this advertisement nor to assign any reason whatsoever for accepting or rejecting any candidate.