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RTO Operations Managerat HCS Affiliates Group
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Nairobi 🇰🇪 Kenya
Posted 4 days ago (16 Oct 2026) Updated 3 days ago
Job Description
The RTO Operations Manager will oversee operational performance for an on‑demand courier service, ensuring SLA compliance and efficient workforce scheduling. The role includes monitoring KPIs, leading a team of team leaders, and driving continuous improvement through data‑driven insights. Candidates need a bachelor’s degree in business or operations and at least three years of senior operations leadership experience. Proven expertise in process improvement methodologies such as Six Sigma is required.
Qualifications & Requirements
- • Bachelor’s degree in Business Administration, Operations Management or a related field, or equivalent professional experience.
- • Minimum three years of experience in operations management or senior team leadership.
- • Proven track record of achieving performance metrics and driving operational improvements.
- • Familiarity with workforce management tools and scheduling platforms.
- • Knowledge of quality assurance frameworks and compliance requirements.
- • Certification in Six Sigma, PRINCE2 or equivalent process‑improvement methodology.
Required Skills
Responsibilities
- • Own and drive SLA adherence across all operational queues, maintaining performance above agreed thresholds.
- • Monitor real‑time and trending KPI data, identify deviations and implement corrective actions.
- • Partner with Workforce Management to optimise scheduling, coverage planning and headcount utilization.
- • Escalate systemic performance risks to senior management with clear impact assessments and remediation plans.
- • Lead regular operational reviews, ensuring data integrity and actionable insights.
- • Directly manage a team of Team Leaders, providing coaching, performance appraisals and development plans.
- • Foster a culture of psychological safety and continuous improvement within the operations team.