Rendeavour is launching a Business Process Outsourcing (BPO) division from the ground up, with ambitious plans to scale rapidly. Our goal is to deliver world-class outsourcing solutions that drive efficiency, innovation, and exceptional customer experiences. We are seeking an experienced Operations Manager to lead the establishment and management of BPO operations, ensuring seamless service delivery, operational excellence, and scalability. This role demands a strategic leader with proven expertise in building processes, managing teams, and driving performance in a dynamic environment. The Operations Manager will also oversee call center operations, develop and enforce SOPs, and ensure compliance with PCI best practices.Key responsibilities: Lead the end-to-end setup of BPO operations, including infrastructure, processes, and team structures. Develop and implement operational policies, SOPs, and performance metrics for BPO and call center operations. Manage call center operations, including call handling protocols, escalation procedures, and quality assurance. Ensure compliance with Payment Card Industry (PCI) standards and implement best practices for data security. Manage budgets, resource allocation, and cost optimization strategies. Create scalability frameworks for multi-site or remote team expansion, including budgeting and resource planning. Develop and maintain business continuity and disaster recovery plans. Identify and implement technology solutions to enhance efficiency and scalability. Recruit, train, and manage a high-performing operations team, design onboarding programs and continuous learning initiatives. Monitor KPIs and SLAs, driving continuous improvement and operational efficiency. Foster a culture of accountability, collaboration, and customer-centricity. Act as the primary point of contact for client operations-related matters and prepare operational reports for clients and leadership.RequirementsBachelor’s degree in business administration, Operations Management, or related fieldA master’s degree is preferredAt least 7 years of experience in BPO operations, with at least 3 years in a leadership role.Proven track record in setting up and scaling BPO operations.Strong understanding of BPO processes, KPIs, and compliance requirements.Experience managing call center operations and developing SOPs.Strong understanding of Payment Card Industry Data Security Standard requirements and implementing best practices in secure environments.Excellent leadership, communication, and stakeholder management skills.Proficiency in operational tools and technologies.
Rendeavour is launching a Business Process Outsourcing (BPO) division from the ground up, with ambitious plans to scale rapidly. Our goal is to deliver world-class outsourcing solutions that drive efficiency, innovation, and exceptional customer experiences.
We are seeking an experienced Operations Manager to lead the establishment and management of BPO operations, ensuring seamless service delivery, operational excellence, and scalability.
This role demands a strategic leader with proven expertise in building processes, managing teams, and driving performance in a dynamic environment. The Operations Manager will also oversee call center operations, develop and enforce SOPs, and ensure compliance with PCI best practices.
Key responsibilities:
- Lead the end-to-end setup of BPO operations, including infrastructure, processes, and team structures.
- Develop and implement operational policies, SOPs, and performance metrics for BPO and call center operations.
- Manage call center operations, including call handling protocols, escalation procedures, and quality assurance.
- Ensure compliance with Payment Card Industry (PCI) standards and implement best practices for data security.
- Manage budgets, resource allocation, and cost optimization strategies.
- Create scalability frameworks for multi-site or remote team expansion, including budgeting and resource planning.
- Develop and maintain business continuity and disaster recovery plans.
- Identify and implement technology solutions to enhance efficiency and scalability.
- Recruit, train, and manage a high-performing operations team, design onboarding programs and continuous learning initiatives.
- Monitor KPIs and SLAs, driving continuous improvement and operational efficiency.
- Foster a culture of accountability, collaboration, and customer-centricity.
- Act as the primary point of contact for client operations-related matters and prepare operational reports for clients and leadership.
Requirements
- Bachelor’s degree in business administration, Operations Management, or related field
- A master’s degree is preferred
- At least 7 years of experience in BPO operations, with at least 3 years in a leadership role.
- Proven track record in setting up and scaling BPO operations.
- Strong understanding of BPO processes, KPIs, and compliance requirements.
- Experience managing call center operations and developing SOPs.
- Strong understanding of Payment Card Industry Data Security Standard requirements and implementing best practices in secure environments.
- Excellent leadership, communication, and stakeholder management skills.
- Proficiency in operational tools and technologies.
Tatu City is a 5,000-acre new city on Nairobi’s doorstep with homes, schools, businesses, a shopping district, a medical clinic, nature areas and recreation for more than 250,000 residents and tens of thousands of day visitors. Tatu City’s schools educate thousands of students daily, and a range of homes suits all incomes and businesses that thrive in the country’s first operational Special Economic Zone. Located 30 minutes from Westlands, Tatu City represents a new way of living and thinking for all Kenyans in a live, work and play environment that is free from traffic congestion and long-distance commuting.Tatu City is a development by Rendeavour, Africa’s largest new city builder with 30,000 acres of visionary projects in growth trajectories across Ghana, Nigeria, Kenya, Zambia and the Democratic Republic of Congo.
Tatu City is a 5,000-acre new city on Nairobi’s doorstep with homes, schools, businesses, a shopping district, a medical clinic, nature areas and recreation for more than 250,000 residents and tens of thousands of day visitors. Tatu City’s schools educate thousands of students daily, and a range of homes suits all incomes and businesses that thrive in the country’s first operational Special Economic Zone. Located 30 minutes from Westlands, Tatu City represents a new way of living and thinking for all Kenyans in a live, work and play environment that is free from traffic congestion and long-distance commuting.
Tatu City is a development by Rendeavour, Africa’s largest new city builder with 30,000 acres of visionary projects in growth trajectories across Ghana, Nigeria, Kenya, Zambia and the Democratic Republic of Congo.
