RTO Operations Manager

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

The RTO Operations Manager will be responsible for ensuring the smooth and efficient operation of an on-demand courier service's return-to-origin (RTO) processes. This involves driving adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), monitoring real-time data to identify and address deviations, and collaborating with Workforce Management for optimal scheduling. The manager will lead a team of Team Leaders, providing coaching, conducting performance reviews, and fostering a positive, high-standard work culture. They will also maintain strict oversight of sensitive operational tasks, ensuring compliance and data handling standards are met. A key aspect of the role is process optimization, involving regular audits, leading improvement initiatives, and documenting Standard Operating Procedures (SOPs). The manager will also be responsible for producing high-quality operational reports, analyzing data for strategic decision-making, and acting as a primary liaison between the team and senior leadership, collaborating with various cross-functional departments.

1. Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) across all operational queues.
2. Monitor real-time KPI data, identify deviations, and implement corrective actions promptly.
3. Collaborate with Workforce Management to optimize scheduling, coverage, and headcount utilization.
4. Escalate systemic performance risks to senior management with clear context and proposed solutions.
5. Lead daily, weekly, and monthly operational reviews, ensuring data integrity and actionable insights.
6. Directly manage a team of Team Leaders, providing clear direction, coaching, and accountability.
7. Conduct regular 1:1s, team reviews, and performance appraisals, developing plans for individuals.
8. Foster a culture of psychological safety, high standards, and continuous improvement.
9. Handle people matters with discretion, including sensitive workflows and disciplinary processes.
10. Resolve interpersonal and operational conflicts swiftly and fairly, escalating when necessary.
11. Maintain strict oversight of high-sensitivity operational tasks, ensuring protocol and compliance.
12. Ensure Team Leaders are adequately trained and equipped for sensitive workflows.
13. Identify and mitigate risks associated with sensitive task handling, including data protection.
14. Act as the accountable owner for operational compliance within the team's scope.
15. Regularly audit existing processes to identify inefficiencies, quality gaps, or compliance risks.
16. Lead structured improvement initiatives from diagnosis through implementation and measurement.
17. Champion innovation within the team, encouraging ideas from Team Leaders and agents.
18. Document, update, and enforce Standard Operating Procedures (SOPs) across all queues.
19. Produce and present high-quality operational reports and dashboards for senior management.
20. Analyze data trends to support forecasting, capacity planning, and strategic decision-making.
21. Ensure reporting is accurate, timely, and facilitates informed leadership decisions.
22. Act as the primary operational liaison between the team and senior leadership.
23. Collaborate with Support, Quality, Training, HR, and WFM functions to resolve cross-functional issues.
24. Communicate clearly and consistently across all organizational levels.
25. Represent the operations function in business reviews, planning sessions, and project workstreams.

1. Minimum of 3 years of experience in an operations management or senior team leadership role, preferably in a contact center, BPO, or service delivery environment.
2. Demonstrated experience managing Team Leaders and driving performance through others.
3. Proven track record of achieving and maintaining SLA and KPI targets in high-volume, time-sensitive settings.
4. Experience managing sensitive, complex, or regulated tasks with appropriate rigor and discretion.
5. Strong data literacy, including comfort with performance dashboards, root-cause analysis, and presenting findings to senior stakeholders.
6. Excellent written and verbal communication skills, adaptable to various audiences.
7. Proven ability to achieve performance metrics and drive operational improvements.
8. Degree in Business Administration, Operations Management, or a related field, or equivalent professional experience.
9. Familiarity with workforce management tools and scheduling platforms.
10. Exposure to quality assurance frameworks, compliance requirements, or regulated operational processes.
11. Possession of Six Sigma, PRINCE2, or equivalent process improvement qualifications is a plus.