Operations Manager at World Network Systems

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 as the main escalation point for the Nairobi team with the US team/clients
• Monitor client tickets and SLAs to ensure timely resolution and high satisfaction
• Facilitate daily/weekly sync meetings between Kenya and US teams

Tools & Technology Management

• Oversee proper use of Atera, Office 365, UltaTel, and other tools
• Ensure all technicians follow security protocols and best practices

Reporting & Performance Analytics

• Track key performance indicators (KPIs) such as ticket resolution time, first-time fix rate, utilization %, and client satisfaction
• Prepare weekly and monthly operational reports for the Owner (Lance)

Compliance & Administration

• Ensure all contractors follow their agreements, maintain proper timesheets, and meet professionalism standards
• Support onboarding of new team members
• Assist with office operations and coworking space management (if needed)

Continuous Improvement

• Identify opportunities to reduce costs and increase efficiency
• Work closely with the Owner on scaling the Nairobi team