Job Description

To provide operational excellence to the organization across all functions by offering team support and capacity building, client advocacy and support, and cost effective operations. 

The role will enable APN to achieve results through people by building the effectiveness of people and teams to meet their set goals and ultimately, APN business goals.

Responsibilities

• Operations and support 
• Ensure APN  delivers  its mandate  through seamless coordination of all activities and functions; 
• Monitoring daily operations and addressing potential operational lags and gaps when they arise;
• Overseer  and custodian of organizational resources (vehicles, machines, and equipment)
• Managing relationships with clients and other APN stakeholders;
• Designing and signing off on contracts and non-disclosure agreement with service providers;
• Conducting work reviews  and creating detailed reports for SMT action and deliberation;
• Overseeing all incoming and outgoing work-related documentation and actioning as necessary;

• Strategy and execution 
• Act as a centerpiece for the organization on all aspects of planning, organizing, strategy, and coordination- This includes leading work planning meetings and  sessions;
• The owner and driver of the organizations' strategic frameworks, tools, and processes; 
• Monitoring the external and internal environment and      incorporating results into evolving      strategic needs; 
• Designing risk mitigation plans and procedures for the organization;
• Monitoring individual and team performance on strategic goals and remedying any discrepancies through capacity building

• Quality Assurance and service 
• Assuring quality by  ensuring  all systems and work run smoothly and  aligned with APN global quality standards;
• Preparing and deploying service level agreements with internal service users  as well as external clients;
• Using different metrics to measure client satisfaction, process improvement, and other key metrics; 
• Collaboratively establishing client service and other KPIs and service quality standards;
• Building processes that meet APN business objectives and ensure compliance to standards;

• Project  Management 
• Offering project and client assignment support and monitoring in line with agreed deliverables;
• Works with functional heads to set up client project teams in line with requirements and individual strengths and capabilities;
• Monitoring  project flows and timelines and recommending solutions to keep them on track;
• Providing coordination between the office team as well as field and project  teams and consultants;
• Championing discipline projects operations 

• Capacity building and improvement
• Leading initiatives for building personal effectiveness of individuals and teams through coaching, learning, mentorship, and support;
• Supporting functional and sectional heads in team building, succession planning, and delegation;
• Coordinating with other functions to align resource requirements to emerging business needs;
• Monitoring and adapting work as required to ensure projects and assignments  meet set deadlines;

Skills and Qualifications

Educational and Professional Qualifications: 

• BA or B.Sc in Business Management or Business Management/Operations Management; 
• An MBA in Management, Operations Management, or Strategy will be an added advantage;
• A project management qualification or training will be an asset;
• Membership to a relevant professional body 

Experience: 

• Minimum 4 years’ experience in a similar knowledge-based organization;
• Service sector-oriented background will be an added advantage; 
• Experience and passion for capacity building through training, team building, coaching, and mentorship;
• Good at  driving and achieving results through people and teams;
• Proven ability to interpret data to make business decisions 
• Hands-on exposure to handling competing matters and priorities

Critical Attributes 

• Ability to quickly and swiftly adjust to changing circumstances and situations; 
• A knack and curiosity for learning and knowledge transfer;
• Proactiveness and willingness to handle evolving responsibility;
• Ability to self-manage and work independently as well as collaboratively; 
• Ability to represent  the organizations' image well (physically and virtually)
• A high-level of emotional intelligence, initiative and natural Leadership flair; 

Skills and competencies : 

• Well developed and exceptional communication skills;
• Ability to multi-task and manage various elements simultaneously(ability to connect the dots);
• Capacity for good judgment and discretion;
• People  and Project Management skills; 
• Ability to follow through on tasks and assignments;
• Excellent reporting and presentation skills;
• Dependable, flexibility and confidential; 
• Proficiency in the entire MS Office suite;
• Excellent negotiator with good  relationship building skills;
• Good organizational skills with proven problem-solving skills;

KEY PERFORMANCE INDICATORS(KPIS)/MEASURES

• Enhanced levels of organizational learning;
• High degree of goal attainment;
• Reduced lead times in client service delivery;
• Improved quality standards and indices;
• Favorable return on Investment (ROI)
• Positive operating margins;
• Enhanced productivity levels;
• Improved customer satisfaction scores;
• Improved employee satisfaction scores.