Background information about the job or company (e.g., role context, company overview)

HCS Affiliates Group, is a one-stop human resources and management consultancy organization, headquartered in Nairobi, Kenya.

Responsibilities or duties

Operational Performance & SLA/KPI Ownership

• Own and drive SLA adherence across all operational queues and functions, maintaining performance at or above agreed thresholds at all times.
• Monitor real-time and trending KPI data; identify deviations early and implement corrective actions before breaches occur.
• Partner with the Workforce Management function to ensure optimal scheduling, coverage planning, and headcount utilization across shifts.
• Escalate systemic performance risks to senior management with clear context, impact assessment, and proposed remediation plans.
• Lead operational reviews (daily, weekly, monthly) ensuring data integrity and actionable insight at every level.

Team Leadership & People Management

• Directly manage a team of Team Leaders, providing clear direction, consistent coaching, and structured accountability.
• Conduct regular 1:1s, team reviews, and formal performance appraisals; design and implement development plans for high potential and under-performing individuals alike.
• Foster a culture of psychological safety, high standards, and continuous improvement, where people are empowered to flag issues and contribute solutions.
• Lead with discretion and professionalism in all people matters, particularly where sensitive workflows, disciplinary processes, or confidential information are involved.
• Resolve interpersonal and operational conflicts swiftly and fairly, escalating to HR or senior leadership where required.

Sensitive Workflow Governance

• Maintain strict oversight of all high-sensitivity operational tasks, ensuring protocols, compliance requirements, and data handling standards are consistently upheld.
• Ensure Team Leaders are adequately briefed, trained, and equipped to manage sensitive workflows.
• Identify and mitigate risk associated with sensitive task handling; including data protection, escalation pathways, and exception management.
• Act as the accountable owner for operational compliance within the team's scope, working closely with relevant stakeholders.

Process Optimization & Continuous Improvement

• Regularly audit existing processes to identify inefficiencies, quality gaps, or compliance risks.
• Lead structured improvement initiatives from diagnosis through to implementation and measurement ensuring sustainable change.
• Champion innovation within the team; create channels for Team Leaders and agents to surface ideas and operational friction points.
• Document, update, and enforce standard operating procedures (SOPs) across all queues.

Reporting, Analytics & Decision Support

• Produce and present high quality operational reports and dashboards for senior management, covering performance, risk, workforce, and quality.
• Analyze data trends to support forecasting, capacity planning, and strategic decision making.
• Ensure reporting is accurate, timely, and presented in a format that drives informed decisions at the leadership level.

Stakeholder Management & Cross-Functional Collaboration

• Act as the primary operational liaison between the team and senior leadership, translating strategic objectives into team level actions.
• Collaborate with Support, Quality, Training, HR, and WFM functions to resolve cross-functional issues and improve team collaboration.
• Communicate clearly and consistently; upward to leadership, laterally across peers, and downward to Team Leaders and agents.
• Represent the operations function in business reviews, planning sessions, and project workstreams.

Qualifications or requirements (e.g., education, skills)

Qualifications & Experience

• Minimum 3 years in an operations management or senior team leadership role, ideally within a contact centre, BPO, or service delivery environment.
• Demonstrated experience managing Team Leaders and driving performance through others; not just as an individual contributor.
• Proven track record of owning and delivering SLA and KPI targets in a high-volume, time-sensitive environment.
• Experience managing sensitive, complex, or regulated tasks with the appropriate level of rigor and discretion.
• Strong data literacy; comfortable working with performance dashboards, conducting root-cause analysis, and presenting findings to senior stakeholders.
• Excellent written and verbal communication skills; able to adapt style and content for varied audiences.
• Proven track record of achieving performance metrics and driving operational improvements.
• Degree in Business Administration, Operations Management, or a related field (or equivalent professional experience).
• Familiarity with workforce management tools and scheduling platforms.
• Exposure to quality assurance frameworks, compliance requirements, or regulated operational processes.
• Six Sigma, PRINCE2, or equivalent process improvement qualifications

• Own and drive SLA adherence across all operational queues and functions, maintaining performance at or above agreed thresholds at all times.
• Monitor real-time and trending KPI data; identify deviations early and implement corrective actions before breaches occur.
• Partner with the Workforce Management function to ensure optimal scheduling, coverage planning, and headcount utilization across shifts.
• Escalate systemic performance risks to senior management with clear context, impact assessment, and proposed remediation plans.
• Lead operational reviews (daily, weekly, monthly) ensuring data integrity and actionable insight at every level.
• Directly manage a team of Team Leaders, providing clear direction, consistent coaching, and structured accountability.
• Conduct regular 1:1s, team reviews, and formal performance appraisals; design and implement development plans for high potential and under-performing individuals alike.
• Foster a culture of psychological safety, high standards, and continuous improvement, where people are empowered to flag issues and contribute solutions.
• Lead with discretion and professionalism in all people matters, particularly where sensitive workflows, disciplinary processes, or confidential information are involved.
• Resolve interpersonal and operational conflicts swiftly and fairly, escalating to HR or senior leadership where required.
• Maintain strict oversight of all high-sensitivity operational tasks, ensuring protocols, compliance requirements, and data handling standards are consistently upheld.
• Ensure Team Leaders are adequately briefed, trained, and equipped to manage sensitive workflows.
• Identify and mitigate risk associated with sensitive task handling; including data protection, escalation pathways, and exception management.
• Act as the accountable owner for operational compliance within the team's scope, working closely with relevant stakeholders.
• Regularly audit existing processes to identify inefficiencies, quality gaps, or compliance risks.
• Lead structured improvement initiatives from diagnosis through to implementation and measurement ensuring sustainable change.
• Champion innovation within the team; create channels for Team Leaders and agents to surface ideas and operational friction points.
• Document, update, and enforce standard operating procedures (SOPs) across all queues.
• Produce and present high quality operational reports and dashboards for senior management, covering performance, risk, workforce, and quality.
• Analyze data trends to support forecasting, capacity planning, and strategic decision making.
• Ensure reporting is accurate, timely, and presented in a format that drives informed decisions at the leadership level.
• Act as the primary operational liaison between the team and senior leadership, translating strategic objectives into team level actions.
• Collaborate with Support, Quality, Training, HR, and WFM functions to resolve cross-functional issues and improve team collaboration.
• Communicate clearly and consistently; upward to leadership, laterally across peers, and downward to Team Leaders and agents.
• Represent the operations function in business reviews, planning sessions, and project workstreams.

• Strong data literacy; comfortable working with performance dashboards, conducting root-cause analysis, and presenting findings to senior stakeholders.
• Excellent written and verbal communication skills; able to adapt style and content for varied audiences.
• Familiarity with workforce management tools and scheduling platforms.
• Exposure to quality assurance frameworks, compliance requirements, or regulated operational processes.
• Six Sigma, PRINCE2, or equivalent process improvement qualifications

• Minimum 3 years in an operations management or senior team leadership role, ideally within a contact centre, BPO, or service delivery environment.
• Demonstrated experience managing Team Leaders and driving performance through others; not just as an individual contributor.
• Proven track record of owning and delivering SLA and KPI targets in a high-volume, time-sensitive environment.
• Experience managing sensitive, complex, or regulated tasks with the appropriate level of rigor and discretion.
• Degree in Business Administration, Operations Management, or a related field (or equivalent professional experience).