Operations Manager – Ivory Coast

About the role

The Operations Manager, Ivory Coast will oversee the day‑to‑day activities of the CFR program, ensuring operational processes run smoothly and align with SCS Global Services’ objectives. This role reports directly to the Country Manager.

Key responsibilities

• Serve as the primary point of contact for assigned clients, maintaining strong relationships and high satisfaction.
• Support the development and execution of client‑specific plans aligned with business objectives and service commitments.
• Monitor client performance metrics, identify risks or service gaps, and implement corrective actions.
• Collaborate with Sales and cross‑functional teams to support account growth and service expansion opportunities.
• Participate in renewal discussions and contract execution processes as required.
• Oversee daily operational execution to ensure service delivery meets established standards and timelines.
• Coordinate cross‑functional teams (operations, technical, finance) to resolve operational challenges efficiently.
• Lead resolution of client service issues and ensure timely communication and follow‑up.
• Develop and implement standard operating procedures to improve efficiency, streamline workflows, and maintain quality standards.
• Maintain documentation, reporting, and workflow tracking systems to support transparency and accountability.
• Prepare regular reports and presentations for senior management, highlighting operational performance, challenges, and opportunities.
• Identify potential risks and implement mitigation strategies to ensure operational continuity and regulatory compliance.
• Stay informed on industry trends, best practices, and technological advancements relevant to operations management.
• Collaborate with SCS Global Services and other subsidiaries in alignment with established procedures and protocols.
• Ensure program compliance with corporate quality systems and external accreditation requirements.
• Manage internal and external audit processes, track findings, and support corrective actions.
• Participate in investigation and resolution of complaints involving accreditation bodies.

Required profile

• Reports to the Country Manager.
• Must be able to oversee day‑to‑day operational execution.
• Must ensure compliance with corporate quality systems and external accreditation requirements.
• Must coordinate cross‑functional teams to resolve operational challenges.

Required skills