0/month Position Overview The Operations Manager will be responsible for the smooth day-to-day running of the Nairobi support hub. This role focuses on maximizing team productivity, ensuring high-quality service delivery to US clients, optimizing processes, and supporting the growth of the Kenya operations. Key Responsibilities Oversee day-to-day operations of the Nairobi team Create and manage schedules for all WNS staff (Kenya and CR teams) Ensure high productivity and performance of the Kenya and CR staff Monitor, run reports, and make real-time adjustments to improve efficiency Track time and utilization of Kenya staff (in Atera or PSA tool) Generate monthly billable hours reports, organize data, and prepare information for invoicing Handle travel logistics for the team when required (client visits, training, etc.) Additional Important Responsibilities (Recommended Additions) Team Leadership & Development Coach, mentor, and develop the technical team (Senior Network Admin, Desktop Support Tech, etc.) Conduct regular one-on-one meetings and performance reviews Identify training needs and organize skill development (UniFi, SonicWall, Watchguard, Atera, etc.) Process Improvement & Quality Control Develop, document, and enforce standard operating procedures (SOPs) and best practices Improve workflows for ticket handling, documentation, and client handovers Ensure consistent high-quality documentation in the knowledge base Client Service & Escalation Management Act
