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Customer support, client care Jobs in Outsourcing, in Africa
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Athena
Operations Manager
Nairobi, Kenya
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Closing: May 19, 2024
29 days remainingPublished: Apr 19, 2024 (2 days ago)
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Job Summary
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At Athena, we make time matter. And that means helping people achieve their full potential - both in their professional and personal lives.
We equip our people with the right tools and knowledge to help them develop the kind of mindset that they need in order to perform at their best and live a balanced and full life (minus the guilt).
The world can be messy, and we don't want our clients and our people to get caught up in the clutter. Athena is here to make this complex place easier to navigate. That is why being a part of Athena is more than just a job. It’s a way of life.
So, how do we do it?
It’s simple really. We don’t underestimate the power of connection and relationships. We recruit people who have sound experience, soaring ambition, and a willingness to grow and learn. But, most importantly we are growing a business that has a strong vision and mission and we remain focused on bringing onboard people who are first and foremost team players and have a solid strength of character.
We have also tried and tested learning and support programs that help our team at Athena grow and perform at their best. We truly believe that with the right guidance and coaching, anything is possible. At Athena, as an Operations Manager, you have the power to make positive change and help people to be their very best!
Oh! Did we also mention that working at Athena means working from anywhere?! Think of how much time and money you can save, how liberating it can be to work wherever you choose, and how comforting it is to do your job without the need to leave your home and at the same time grow a career. A fully-remote work arrangement is something we promise our people.
Our team of Operations Managers enables our Executive Assistants to consistently provide the best service to our clients through personalized coaching, real-time support, regular feedback, addressing the needs and skill gaps, and mentoring.
Behind every highly qualified and hardworking EA is an Operations Manager who is their cheerleader, coach, and confidante.
If this sounds like this role is for you? Scroll down for more details!
Responsibilities
At Athena, we make time matter. And that means helping people achieve their full potential - both in their professional and personal lives.
We equip our people with the right tools and knowledge to help them develop the kind of mindset that they need in order to perform at their best and live a balanced and full life (minus the guilt).
The world can be messy, and we don't want our clients and our people to get caught up in the clutter. Athena is here to make this complex place easier to navigate. That is why being a part of Athena is more than just a job. It’s a way of life.
So, how do we do it?
It’s simple really. We don’t underestimate the power of connection and relationships. We recruit people who have sound experience, soaring ambition, and a willingness to grow and learn. But, most importantly we are growing a business that has a strong vision and mission and we remain focused on bringing onboard people who are first and foremost team players and have a solid strength of character.
We have also tried and tested learning and support programs that help our team at Athena grow and perform at their best. We truly believe that with the right guidance and coaching, anything is possible. At Athena, as an Operations Manager, you have the power to make positive change and help people to be their very best!
Oh! Did we also mention that working at Athena means working from anywhere?! Think of how much time and money you can save, how liberating it can be to work wherever you choose, and how comforting it is to do your job without the need to leave your home and at the same time grow a career. A fully-remote work arrangement is something we promise our people.
Our team of Operations Managers enables our Executive Assistants to consistently provide the best service to our clients through personalized coaching, real-time support, regular feedback, addressing the needs and skill gaps, and mentoring.
Behind every highly qualified and hardworking EA is an Operations Manager who is their cheerleader, coach, and confidante.
If this sounds like this role is for you? Scroll down for more details!
What does the role require?
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
Feeling excited that this role could be perfect for you!? Read on.
We are looking for candidates who have the following qualifications for this role:
- 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
It would be nice to have the following:
- Experience as an Executive Assistant or managing Executive Assistants
- Experience in project management, training, and quality
- Coaching certification
- Experience working with C-level executives in Western countries
- Experience working with fast-paced tech startups.
The Nitty-Gritty
Woot! You made it to this part! We know that was a lot of information to digest but hopefully this has given you a clear overview of this role. Here are some other important details we also want you to know:
Schedule: The start of the shift is between 3pm and 5pm onwards. However, the schedule could change depending on business needs.
Equipment: Since we are on a full-remote setup, we recommend an internet connection that runs on 15mbps minimum. Best if you also have backup internet and a suitable working space at home. For the computer, we recommend a device with Intel Core i5 (sixth generation or newer) or equivalent (Macbook Air or Pro is highly recommended) with a minimum of 16GB RAM.
If this role excites you and you have the capabilities to make others shine, go ahead and click apply! We’re looking forward to growing our team which is led with passion and purpose.
Applications submitted via Fuzu have 32% higher chance of getting shortlisted.