Job Description

The Role

We are seeking a tech-savvy and execution-oriented Operations & IT Manager to drive the setup, delivery, and optimization of our Ghana operations. This role combines operational leadership, IT systems implementation, and quality assurance to ensure smooth day-to-day delivery and world-class client outcomes. You will be a critical part of our business foundational leadership team in Ghana.

Key Responsibilities

Operations Management

Oversee day-to-day service delivery across functions, including customer support, digital ops, and back-office services
Implement and manage operational processes and tools that drive productivity and performance
Support team capacity planning, shift scheduling, SLA compliance, and client reporting
Collaborate with HR and Training to ensure staff readiness and workflow efficiency

IT Systems & Infrastructure

• Lead the setup and ongoing management of the IT environment, including workstations, internet connectivity, telephony, headsets, cybersecurity, and data backup systems
• Manage relationships with technology vendors and external IT support providers
• Ensure data protection, ISO certification, and compliance with Ghana Data Protection Commission requirements
• Monitor system uptime, user access, backups, and redundancy measures to maintain business continuity

 Quality Assurance & Compliance

• Develop and oversee QA frameworks across all service lines to ensure delivery meets internal and client standards
• Conduct regular audits, performance reviews, and quality checks; implement feedback loops and corrective actions
• Prepare and present quality performance dashboards to internal stakeholders and clients
• Champion a culture of continuous improvement and service excellence

Required Skills or Experience

• Minimum of 5-7 years’ experience in operations, IT management, or service delivery roles, ideally in a BPO/ITO or tech-driven environment
• Proven experience setting up IT infrastructure, systems, and operational workflows from scratch
• Strong understanding of QA methodologies, client SLAs, and performance monitoring tools
• Excellent project management, analytical, and problem-solving skills
• Familiarity with security certifications (e.g., ISO/IEC 27001), data protection, and risk mitigation