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

Real Time Operations Team Lead

Role Summary

The Real Time Operations Team Lead is responsible for driving operational excellence by ensuring adherence to service level agreements (SLAs), leading process improvement initiatives, overseeing day-to-day operations, and providing effective leadership across the Team. The role combines operational oversight, coaching, and stakeholder management to ensure the accurate, timely, and consistent execution of business-critical tasks.

Key Responsibilities

• Oversee daily Team operations and ensure SLAs and operational targets are consistently met.
• Manage operational escalations and coordinate with stakeholders to resolve high-impact issues promptly.
• Make operational decisions in line with business goals, processes, and quality standards.
• Keep management updated on team performance, key issues, risks, and operational developments.
• Support workforce planning and ensure adequate team coverage based on business needs.
• Conduct quality audits to ensure process compliance and maintain required quality standards.
• Coach team members and provide regular feedback to support performance and development.
• Identify and implement process improvements to improve efficiency, accuracy, and service quality.
• Monitor operational performance, prepare reports, and share key insights with management.
• Promote accountability, teamwork, continuous improvement, and operational excellence.
• Perform any other operations-related tasks as required.

Requirements

• Bachelor’s degree or equivalent.
• Experience in operations and team leadership within a fast-paced environment.
• Strong leadership, coaching, and stakeholder management skills.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication, organization, and time management skills, with the ability to prioritize multiple tasks.
• Proficiency in Google Sheets and reporting tools.
• Strong attention to detail and commitment to quality.
• Ability to work independently and collaborate effectively with cross-functional teams.
• Continuous improvement mindset with the ability to identify and implement process improvements.
• Positive attitude, adaptability, and ability to work effectively under pressure.
• Interest in leveraging emerging technologies, including AI and automation, to drive operational efficiency and continuous improvement.

• Oversee daily Team operations and ensure SLAs and operational targets are consistently met.
• Manage operational escalations and coordinate with stakeholders to resolve high-impact issues promptly.
• Make operational decisions in line with business goals, processes, and quality standards.
• Keep management updated on team performance, key issues, risks, and operational developments.
• Support workforce planning and ensure adequate team coverage based on business needs.
• Conduct quality audits to ensure process compliance and maintain required quality standards.
• Coach team members and provide regular feedback to support performance and development.
• Identify and implement process improvements to improve efficiency, accuracy, and service quality.
• Monitor operational performance, prepare reports, and share key insights with management.
• Promote accountability, teamwork, continuous improvement, and operational excellence.
• Perform any other operations-related tasks as required.

• Strong leadership, coaching, and stakeholder management skills.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication, organization, and time management skills, with the ability to prioritize multiple tasks.
• Proficiency in Google Sheets and reporting tools.
• Strong attention to detail and commitment to quality.
• Ability to work independently and collaborate effectively with cross-functional teams.
• Continuous improvement mindset with the ability to identify and implement process improvements.
• Positive attitude, adaptability, and ability to work effectively under pressure.
• Interest in leveraging emerging technologies, including AI and automation, to drive operational efficiency and continuous improvement.

• Bachelor’s degree or equivalent.
• Experience in operations and team leadership within a fast-paced environment.