The Role
Lead and oversee backend operations to meet SLAs. Monitor KPIs (productivity, quality, TAT, backlog), manage client relationships and escalations, coach teams, handle workforce planning and staffing, ensure compliance with SOPs and regulations, analyze data to improve processes, manage operational risk and costs, and produce operational reports and recommendations for management and clients.
Summary Generated by Built In
Oversee daily backend operations and ensure timely, accurate delivery within SLAs.
Monitor productivity, quality, TAT, accuracy, backlog, and other operational KPIs.
Manage client relationships, escalations, reviews, and service delivery.
Lead, coach, and manage operations teams, driving accountability and performance.
Manage workforce planning, resource allocation, staffing, and utilisation.
Ensure compliance with SOPs, client requirements, policies, and regulatory standards.
Analyse operational data and implement process and productivity improvements.
Manage operational risks, business continuity, and service quality.
Monitor operational costs and identify cost optimisation and growth opportunities.
Prepare and present operational reports, insights, and recommendations to management and clients.
Requirements
• Bachelor's degree/HND in Business Administration, Management, Operations,
Economics, or a related discipline.
• Minimum of 5–8 years' relevant experience, with at least 2–3 years in a supervisory
or managerial role.
• Experience in BPO, outsourcing, shared services, contact centre, banking
operations, fintech, telecommunications, insurance, or other high-volume service
environments.
• Demonstrated experience managing large operational teams
Experience managing client accounts and SLAs.
• Strong understanding of operational metrics, workforce management, quality
management, and performance management.
• Professional certification in Operations, Project Management, Customer Experience,
HR, or a related field will be an advantage.
Skills Required
- Bachelor's degree or HND in Business Administration, Management, Operations, Economics, or related discipline
- 5-8 years' relevant experience with at least 2-3 years in a supervisory or managerial role
- Experience in BPO, outsourcing, shared services, contact centre, banking operations, fintech, telecommunications, insurance, or other high-volume service environments
- Demonstrated experience managing large operational teams
- Experience managing client accounts and SLAs
- Strong understanding of operational metrics, workforce management, quality management, and performance management
- Professional certification in Operations, Project Management, Customer Experience, HR, or related field
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The Company
What We Do
Avetium Consult, now operating as Avetium Technologies, is a Nigerian business technology and business-process-outsourcing company. It helps organizations streamline operations, optimize processes, and improve productivity through enterprise applications, IT infrastructure, cloud services, cybersecurity, customer-management solutions, and managed operational support. The company serves startups, SMEs, large enterprises, and public- and private-sector organizations across Nigeria and the wider African market, with measurable business results.
