Operations Manager - Kenya

We are looking for highly effective Operations Managers who love coaching and inspiring their team of EAs to set ambitious goals, create long-lasting relationships, and ultimately help our clients to live their best lives whilst living life to the full as well. Do you have experience in effectively managing teams and are inspired by the following?

• Building trust;
• Actively listening;
• Effective goal-setting;
• Fostering growth and increasing confidence
• Providing support on the development journey;
• Giving constructive feedback

What does an Operations Manager do?

You’re the leader of a pack. You will pilot a group of Executive Assistants and steer them to excellent performance and progress through effective team management and leadership, relationship building, systematic onboarding, full accountability, and promotion and practice of Athena’s culture and engagement.

This role carries out six major functions on a day-to-day basis: Lead, Support, Guide, Manage, Track, and Advocate:

• Lead: You understand the mission, vision, core values, and value proposition of Athena and make these your North Star when executing your role.
• Support: You ensure that EAs consistently perform with excellence and progress with desire by providing relevant training, resources, and empowerment.
• Guide: You demonstrate a thorough awareness of the various duties that EAs perform on a daily basis while identifying areas for development and reinforcing their strengths.
• Manage: From onboarding to issue resolution, you take ownership and accountability for any activity or initiative that involves your team.
• Track: You keep a check on the client-EA partnership health while also monitoring EA attendance, concerns, escalations, and owning the resolution of performance and quality issues.
• Advocate: You strengthen Athena’s values, house rules, and policies while promoting a positive work-life blend.

Who are we looking for?

We are looking for the following experience and skills:

• You are a leader.
• You have a solid EA experience or understanding of the role.
• You are an excellent communicator.
• You have a continuous improvement mindset.
• You have great organizational skills.
• You are collaborative yet independent.
• You love the remote-first culture.

Our Must-Haves and Nice-To-Haves

• At least five (5) years of operations and people management experience in the BPO, service industry, and similar operations
• At least three (3) years of experience interfacing with foreign stakeholders, preferably American stakeholders.
• Excellent coaching skills and a passion for people development
• Excellent English communication and presentation skills
• Excellent (cross-functional) stakeholder management skills
• Good grasp of the industry-standard performance management
• Proficient in creating business reports and performance narratives
• Good role model
• Willing to work night shift and rotating shifts