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Manager, Backend Services
Job Location:
Monthly Salary:
Not provided by the employer
Monthly Salary:
Experience Required:
5years
Experience Required:
Posted:
13 August 2026 (7 hours ago)
Posted:
Application Deadline:
10 November 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Oversee daily backend operations and ensure timely accurate delivery within SLAs.
Monitor productivity quality TAT accuracy backlog and other operational KPIs.
Manage client relationships escalations reviews and service delivery.
Lead coach and manage operations teams driving accountability and performance.
Manage workforce planning resource allocation staffing and utilisation.
Ensure compliance with SOPs client requirements policies and regulatory standards.
Analyse operational data and implement process and productivity improvements.
Manage operational risks business continuity and service quality.
Monitor operational costs and identify cost optimisation and growth opportunities.
Prepare and present operational reports insights and recommendations to management and clients.
Requirements
Bachelors degree/HND in Business Administration Management Operations
Economics or a related discipline.
Minimum of 58 years relevant experience with at least 23 years in a supervisory
or managerial role.
Experience in BPO outsourcing shared services contact centre banking
operations fintech telecommunications insurance or other high-volume service
environments.
Demonstrated experience managing large operational teams
Experience managing client accounts and SLAs.
Strong understanding of operational metrics workforce management quality
management and performance management.
Professional certification in Operations Project Management Customer Experience
HR or a related field will be an advantage.
Required Skills:
-Demonstrated experience managing large operational teams Manage workforce planning resource allocation staffing and utilization. -Experience in BPO outsourcing shared services contact centre banking operations fintech telecommunications insurance or other high-volume service environments.
Required Education:
Bachelors degree/HND in Business Administration Management OperationsEconomics or a related discipline
