Overview

We are hiring!

 

Ou client is on the market looking for a Regional Operations Manager to join their growing team, to be based in Harare.

 

Job Title: Regional Operations Manager

Reports to the: Commercial Executive

Direct Subordinates: Team Leaders

 

JOB/POSITION SUMMARY

The Regional Operations Manager will oversee the operational performance of the organization’s services across all outlets and other merchant locations. This role involves managing field teams, optimising processes, ensuring service excellence, and maintaining strong relationships with merchants. The manager will be instrumental in driving operational efficiency, customer satisfaction, and growth in line with the organisations strategic objectives.

 

KEY RESULT AREAS

Operational Excellence: Ensure seamless execution of the organisations services across all merchant locations by implementing and maintaining efficient operational processes and procedures.

Team Leadership and Development: Build and lead a high-performing field operations team by providing training, clear direction, and consistent performance evaluations.

Merchant Relationship Management: Foster strong partnerships with food outlets and other merchants to address operational needs, drive engagement, and ensure mutual success.

Performance Monitoring and Reporting: Regularly track, analyse, and report on key performance indicators (KPIs) to identify areas for improvement and support strategic decision-making.

Issue Resolution and Continuous Improvement: Proactively resolve operational challenges and implement solutions to enhance service quality, reduce downtime, and optimise merchant and customer experiences.

 

DUTIES/RESPONSIBILITIES

Grow Operational Profit by increasing the number of merchants, number of active users (active signups) and # & value of transactions in the region & reducing the cost of serving customers

  1. Operations Management:
  • Oversee day-to-day operations at food outlets and other merchant locations, ensuring smooth delivery of organisations services.
  • Implement and monitor operational processes to enhance efficiency and service quality which in turn reduces the cost of serving customers.
  • Ensure compliance with company policies, procedures, and regulatory requirements across all locations.
  1. Merchant Support and Engagement:
  • Develop and maintain strong relationships with food outlets and other merchant partners to understand their needs and address any operational challenges.
  • Collaborate with merchants to implement promotions, campaigns, or initiatives that drive engagement and sales.
  1. Team Leadership and Management:
  • Recruit, train, and lead regional team leaders to deliver exceptional service.
  • Set performance objectives, conduct regular evaluations, and provide feedback and development opportunities for team members.
  • Foster a culture of accountability, innovation, and continuous improvement within the operations team.
  1. Performance Monitoring and Reporting:
  • Track and analyse key performance indicators (KPIs) for outlets and merchants, including transaction volumes, service levels, and customer satisfaction metrics.
  • Prepare and present regular operational reports to senior management, highlighting successes, challenges, and recommendations for improvement.
  1. Problem Resolution:
  • Act as the primary point of contact for escalations related to operational issues, resolving them promptly and effectively.
  • Identify recurring problems and implement long-term solutions to mitigate risks.
  1. Expansion and Growth:
  • Grow and support Operational Profit by increasing the number of merchants and outlets, number of active users and revenue per active user
  • Geographical coverage
  • Provide insights and recommendations to enhance customer acquisition, retention, and service adoption.
  1. Cost Management:
  • Monitor operational budgets, control expenses, and identify cost-saving opportunities without compromising service quality. General use of resources, cashiers, signage

 

KEY DECISIONS MADE

  • Decide on information to escalate.
  • Decide the best way to clear the outstanding work.
  • Decide on ways to increase operating profit in the region.

 

CONSEQUENCE OF ERROR

  • Delay in client onboarding and project timelines.
  • Unsatisfactory customer delivery.
  • Loss of revenue from cumulative regional transactional volumes
  • Increase in operating costs
  • Reduction in operating profit

 

SUPERVISORY CONTROLS

Supervision Received: High from the Commercial Executive.

Supervision Exercised: High on team leaders and cashiers.

 

EDUCATION

  • Bachelor’s/Diploma degree in Business Administration, Operations Management, or a related field.

 

EXPERIENCE

  • At least 5 years of experience in operations management, with a preference for experience in fintech, retail, or merchant services.
  • Proven experience managing teams and overseeing operations across multiple locations.

 

SKILLS

  • Strong leadership, communication, and interpersonal skills.
  • Analytical mindset with the ability to interpret data and make data-driven decisions.
  • Problem-solving and conflict-resolution abilities.
  • Proficiency in using operational management tools and software.

If you meet the above, please send your cv to [email protected] before end of day Friday 28 March 2025