Background

The Assistant Operations Manager will support and assist the Operations Manager in planning, coordinating, and executing day-to-day operational activities.

The role is responsible for ensuring the smooth functioning of Customer Care, Engineering, and Supply Chain operations. The position will help improve operational efficiency, enhance customer satisfaction, and provide accurate data insights to management.

The Assistant Operations Manager will also support the achievement of sales and operational targets while minimizing operational risks and costs.

Main Responsibilities

Managerial responsibilities

• Implement the company’s vision, mission, values, and operational policies at the team level and serve as a role model for team members.
• Support the Operations Manager in aligning operational activities with the organization’s strategies and goals.
• Supervise Customer Care through the Business Process Outsourcing provider, Supply Chain, Engineering, and PayGo reporting teams to ensure maximum output and compliance with operational standards.
• Compile and share daily, weekly, and monthly reports with the Operations Manager as required.
• Participate in decision-making processes concerning operational matters and ensure timely follow-up and execution.
• Plan for foreseeable operational challenges and promptly escalate issues to the Operations Manager or relevant departments.
• Conduct performance evaluations, provide feedback, and ensure that all subordinates clearly understand their scope of work and responsibilities.
• Identify human resource gaps and communicate them to the Operations Manager and Corporate team for action.
• Collaborate with other departments to ensure seamless operations across the organization.

Functional responsibilities

Customer Care management (BPO)

• Supervise and support the Customer Care team to ensure quality handling of customer inquiries, complaints, and support needs.
• Monitor customer service performance indicators and propose improvements where necessary.
• Coordinate with Zonal Leaders and regional teams to maintain consistent customer support service standards.
• Conduct customer satisfaction checks, research calls, and routine agent follow-ups.

Supply Chain management and Engineering

• Ensure proper coordination between the Supply Chain and Engineering teams to guarantee the availability of serialized and non-serialized items required for installations.
• Follow up on equipment stock levels, stock movements, and system updates in coordination with the Supply Chain Leader.
• Support the execution of accurate half-year stock-taking activities.
• Monitor repair processes, spare-parts availability, and turnaround times to prevent negative effects on sales targets or operations.
• Ensure proper documentation and adherence to inventory and hardware management protocols.

Cross-functional coordination

• Work closely with Zonal Leaders to monitor field activities, provide operational feedback, and ensure task execution.
• Follow up on operational incidents, document findings, and implement preventive countermeasures.
• Ensure smooth information flow and communication between departments to improve overall operational efficiency.

Minimum Requirements

Academic and professional qualifications

• A degree in Marketing, Business Administration, or an equivalent field.

Work experience

• At least two to three years of work experience as a manager in sales or business development.

Working relationships

Internal customers

• Operations Manager
• Regional Operation Leaders
• Supply Chain and Engineering teams
• Customer Care team
• Other departmental heads

External customers

• MRs
• Agents

Competencies

Technical competencies

• Excellent computer skills, particularly in Microsoft Excel and Google Sheets.
• Excellent oral and written communication skills in English.
• Ability to analyse and interpret PayGo and operational data.

Functional competencies

• Motivational and results-oriented skills.
• Employee training experience.
• Supervisory and leadership skills.
• Problem-solving and decision-making skills.
• Operations planning and coordination skills.

Behavioural competencies

• Strong organisational and time-management skills.
• Ability and willingness to continuously acquire and develop new knowledge, skills, and experience.
• Ability to transfer knowledge and skills to team members to support the achievement of company targets.
• Ability to conduct regular meetings with colleagues and subordinates, listen carefully, provide advice, and update teams on best practices and continuing expectations.
• Ability to motivate team members and serve as a role model.
• High integrity, professionalism, and accountability.

• Implement the company’s vision, mission, values, and operational policies at the team level and serve as a role model for team members.
• Support the Operations Manager in aligning operational activities with the organization’s strategies and goals.
• Supervise Customer Care through the Business Process Outsourcing provider, Supply Chain, Engineering, and PayGo reporting teams to ensure maximum output and compliance with operational standards.
• Compile and share daily, weekly, and monthly reports with the Operations Manager as required.
• Participate in decision-making processes concerning operational matters and ensure timely follow-up and execution.
• Plan for foreseeable operational challenges and promptly escalate issues to the Operations Manager or relevant departments.
• Conduct performance evaluations, provide feedback, and ensure that all subordinates clearly understand their scope of work and responsibilities.
• Identify human resource gaps and communicate them to the Operations Manager and Corporate team for action.
• Collaborate with other departments to ensure seamless operations across the organization.
• Supervise and support the Customer Care team to ensure quality handling of customer inquiries, complaints, and support needs.
• Monitor customer service performance indicators and propose improvements where necessary.
• Coordinate with Zonal Leaders and regional teams to maintain consistent customer support service standards.
• Conduct customer satisfaction checks, research calls, and routine agent follow-ups.
• Ensure proper coordination between the Supply Chain and Engineering teams to guarantee the availability of serialized and non-serialized items required for installations.
• Follow up on equipment stock levels, stock movements, and system updates in coordination with the Supply Chain Leader.
• Support the execution of accurate half-year stock-taking activities.
• Monitor repair processes, spare-parts availability, and turnaround times to prevent negative effects on sales targets or operations.
• Ensure proper documentation and adherence to inventory and hardware management protocols.
• Work closely with Zonal Leaders to monitor field activities, provide operational feedback, and ensure task execution.
• Follow up on operational incidents, document findings, and implement preventive countermeasures.
• Ensure smooth information flow and communication between departments to improve overall operational efficiency.

• Excellent computer skills, particularly in Microsoft Excel and Google Sheets.
• Excellent oral and written communication skills in English.
• Ability to analyse and interpret PayGo and operational data.
• Motivational and results-oriented skills.
• Employee training experience.
• Supervisory and leadership skills.
• Problem-solving and decision-making skills.
• Operations planning and coordination skills.
• Strong organisational and time-management skills.
• Ability and willingness to continuously acquire and develop new knowledge, skills, and experience.
• Ability to transfer knowledge and skills to team members to support the achievement of company targets.
• Ability to conduct regular meetings with colleagues and subordinates, listen carefully, provide advice, and update teams on best practices and continuing expectations.
• Ability to motivate team members and serve as a role model.
• High integrity, professionalism, and accountability.

• A degree in Marketing, Business Administration, or an equivalent field.