Synovate Kenya Operations Manager Job in Nairobi, Kenya

Job Title: Operations Manager, Kenya

Department: Operations

FT/PT (Full Time / Part Time): FT

Reports To (Job Title): Managing Director (Kenya)

Job Purpose

This role exists to ensure that Synovate Kenya has the required operational capabilities to meet our clients’ needs.

The role holder will focus on optimizing Synovate Kenya’s efficiencies in processes and systems, and on developing the Company’s ability to drive people, process and Information Technology improvements aimed at maintaining the highest levels of quality and service to clients.

The Operations Manager is responsible for the management of all scripting (QRD), data collection, data entry, quality control and their supporting platforms within the Kenya operations.

He/She provides leadership across all areas under their remit and is responsible for ensuring that the needs of the local business are met in the most efficient and effective way.

The role involves operations planning, executing and monitoring to ensure suitable technology, resources and services are available and that budget, timeliness and quality targets are met.

The Operations Manager assumes responsibility for identifying and resolving all operational issues within their teams and is responsible for driving global operations initiatives at the local level.

He/She spends considerable time managing and motivating/coaching the local team and is responsible for providing support and guidance on capacity / resource planning.

The role requires experience and understanding of people, processes, business applications, support tools and infrastructure for efficient data collection and data delivery coupled with demonstrated leadership, business management and budgetary control experience.

Excellent communication and planning skills are required as the role involves working across teams and is the face of Kenya operations.

The role reports directly to the Managing Director of Kenya with a dotted line into Pan Africa Operations Director to ensure alignment with global operations strategy.

Essential Responsibilities and Deliverables

The Role holder is responsible for total management of the Research Operations minus Data Processing (DP), but with a strong interlocking set of goals.

Specifically the role holder’s essential responsibilities and deliverables will include the following:

Strategic

• Develops and implements strategic initiatives in order to improve operational processes, aligned to the Pan Africa Operations strategy
• Implements the strategy for technology platforms partnerships and external relationships to ensure the business meets its clients’ needs
• Anticipates and reacts to major technology changes to ensure the maintenance of the company leadership in the competitive landscape

Operations

• Overall responsibility for quality, timeliness and profitability of data collection in the Research Division
• Ensures that operations systems, processes and technology are optimised within the Kenya BU
• Oversees the roll out and full implementation of relevant global processes within operations
• Oversees the implementation of industry standards and quality protocols and conditions of employment across the business

Managerial

• Manages the Field, CATI (Computer Aided Telephonic Interviewing), Questionnaire Scripting, Coding, Scanning & Quality Control (QC) teams to ensure delivery on KPIs
• Coaches the Managers’ managerial skills
• Ensures teams are suitably resourced, with skilled staff, and with appropriate training
• Provides support and guidance to managers teams in capacity and resource planning

Technology

• Identification, review and implementation of new techniques, technology, systems and tools to maintain operational excellence
• Establish technical standards and ensure adherence to them for company operations

Financial

• Responsible for Operations (minus DP) budgets
• Monitor financial KPIs to ensure meeting (or beating) budgets set
• Provide guidance on how to improve performance versus budget by adopting efficiency initiatives including software and technology
• Provides input to staff remuneration decisions, including promotions

Authority

• Exercises authority in Field, CATI, Scripting, Coding, Scanning & QC
• Disciplines staff where necessary, according to Human Resource policies and procedures

General

• Provide Operational guidance and consultancy to the Kenya business
• Attend client pitches / meetings, where appropriate, and presents Operational credentials
• Act a trouble shooter in dealing with particular project issues and problems
• Adheres to policies and procedures, acting as an advocate throughout the Operations teams
• Performs any other tasks which are reasonable

Working Relationships

Internal:

• Managing Director, Kenya
• Operations Director, Pan Africa
• Country Field Managers
• Data Processing Manager and Team
• IT Manager and Team
• Country Managers
• Operations Executives and teams
• Finance team
• HR team
• Business Development teams
• Research teams

External:

• Synovate clients
• Suppliers (3rd Party suppliers)

Qualifications (Minimum level necessary to perform the job)

• A relevant first degree
• Postgraduate qualifications in Business Management and/or Information Technology an added bonus

Knowledge & Skills (including functional knowledge, business expertise and people skills)

• Experience in research and specifically in an operations environment.
• Over 3 years experience both quantitative and qualitative in field work in Kenya and/or any other African country.
• Considerable knowledge and experience in the areas of operations (preferably with good knowledge of IT)
• Decisive in nature with the ability to make tough decisions within difficult situations and circumstances
• Strong commercial acumen
• Considerable ability to manage and coordinate functions of various departments
• Ability to transfer skills and knowledge to Managers
• Exceptional interpersonal and people skills to work with different types of people.
• Excellent team player with a collaborative style of communicating and leading with ability to make decisions
• A solution-oriented person who is able to come up with creative and positive ideas to drive the teams and operations forward
• Excellent written and oral communication skills

Measures of Performance (How the job is actually measured and what success looks like)

• Data integrity and Quality
• Management of team performance: adequate people development to facilitate high quality, responsive service delivery and staff retention
• Business performance targets: meeting agreed performance targets of revenue, profitability and gross margin
• Management of budget to specified levels
• Provision of suitable teams to meet business requirements (capacity and functionality)
• Internal satisfaction ratings
• Provide up to date Operations solutions for the Kenya business

Personal & Job Attributes / Capabilities (Key attributes an individual at Synovate should possess)

Cross Functional Approach

• Well informed about the issues, needs and priorities of other parts of the organisation
• Acknowledges and respects other perspectives
• Shares information freely and proactively with colleagues

Customer focus

• Gives priority to the needs of customers - internal and external
• Builds strong relationships with customers

Delivers results

• Displays drive, energy and initiative
• Puts in sustained effort and stays focused on the end result
• Consistently delivers beyond expectations

Self Control

• Maintains a constructive approach under pressure and in trying circumstances

Functional & Technical skills

• Has the technical skills needed to deliver in current role
• Constantly updates and develops skills and knowledge

Innovation

• Brings in bright, original and creative ideas from outside the organisation
• Has infectious enthusiasm for making things better
• Constructively challenges the status quo and has positive ideas for improvement

Intellect & Problem solving

• Able to get to the heart of the matter quickly
• Can see through complex data to see underlying patterns, trends and issues

Interpersonal skills

• Builds a wide range of strong relationships inside and outside the organisation
• Easy to talk to
• Puts others at ease
• Sensitive and patient listener
• Diplomatic and tactful

Time Management

• Identifies the key priorities and focuses their efforts on those consistently over time
• Has clear long term goals and acts to deliver them

Values & Integrity

• Genuinely puts others needs ahead of their own
• Leads by example through consistently demonstrating organisational values

Service Excellence

• Admired and acknowledged by customers for their attitude and service
• Goes the extra mile to please and delight customers
• Always ready to talk to, and serve, customers

Job Scope

Direct Reports

• Scripting (QRD) Team, Field Managers, Scanning & Coding Team, QC Manager, CATI Manager

Indirect Reports: None

Budget Operations:Kenya (excluding DP)

Geographic: Kenya (mainly) and other African Countries

Travel required: Occasionally

Other: N/A

If you believe you are the candidate we are looking for, please submit your application and CV detailing your experience for the post and include daytime telephone contacts to; careers-ke@synovate.com

The deadline for application is Friday 26th August 2011.

For more information on Synovate Pan-Africa please visit: www.synovate.co.ke

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