RTO Operations Manager

HCS Affiliates Group, is a one-stop human resources and management consultancy organization, headquartered in Nairobi, Kenya.

RTO Operations Manager

Our client, an on-demand Courier Service that delivers products ordered through their mobile app seeks to recruit RTO Operations Manager.

Key Responsibilities

Operational Performance & SLA/KPI Ownership

• Own and drive SLA adherence across all operational queues and functions, maintaining performance at or above agreed thresholds at all times.

• Monitor real-time and trending KPI data; identify deviations early and implement corrective actions before breaches occur.

• Partner with the Workforce Management function to ensure optimal scheduling, coverage planning, and headcount utilization across shifts.

• Escalate systemic performance risks to senior management with clear context, impact assessment, and proposed remediation plans.

• Lead operational reviews (daily, weekly, monthly) ensuring data integrity and actionable insight at every level.

Team Leadership & People Management

• Directly manage a team of Team Leaders, providing clear direction, consistent coaching, and structured accountability.

• Conduct regular 1:1s, team reviews, and formal performance appraisals; design and implement development plans for high potential and under-performing individuals alike.

• Foster a culture of psychological safety, high standards, and continuous improvement, where people are empowered to flag issues and contribute solutions.

• Lead with discretion and professionalism in all people matters, particularly where sensitive workflows, disciplinary processes, or confidential information are involved.

• Resolve interpersonal and operational conflicts swiftly and fairly, escalating to HR or senior leadership where required.

Sensitive Workflow Governance

• Maintain strict oversight of all high-sensitivity operational tasks, ensuring protocols, compliance requirements, and data handling standards are consistently upheld.

• Ensure Team Leaders are adequately briefed, trained, and equipped to manage sensitive workflows.

• Identify and mitigate risk associated with sensitive task handling; including data protection, escalation pathways, and exception management.

• Act as the accountable owner for operational compliance within the team’s scope, working closely with relevant stakeholders.

Process Optimization & Continuous Improvement

• Regularly audit existing processes to identify inefficiencies, quality gaps, or compliance risks.

• Lead structured improvement initiatives from diagnosis through to implementation and measurement ensuring sustainable change.

• Champion innovation within the team; create channels for Team Leaders and agents to surface ideas and operational friction points.