LonAdd HR Consultancy Plc (www.lonadd.com) is a Recruitment & Outsourcing Company based in Addis Abeba, Ethiopia, with branch offices in Dukem, Hawassa Bahir Dar. We are looking to recruit knowledgeable and qualified applicant for the post of Site Head to join On Behalf of Our Client. 

The Site Head is the immediate head of business, responsible for leading cross-functional teams at the respective location. The incumbent will be the ultimate point of contact with client(s) in Ethiopia.

The incumbent will be overall responsible for managing site finances; ensuring operational efficiencies and excellence at all times in line with contractual agreements and achievement of SLA targets including Quality metrics and adequate staffing levels based on process requirements; execution of global strategic plans as well as developing site related strategic plans in line with global strategic plan; front-end with client on all matters pertaining to the location and ensure strong client relations; employee engagement and learning and development plans.

Other areas of responsibility include but not limited to risk management and BCP planning, and matters of compliance at the location, This will involve working in close collaboration with Cross-functional Corporate teams for guidance and support, as well as timely escalation to leadership on matters, which could have organization impact.

Key areas of responsibility 

1. Financial Management:

   1. Develop and manage the site's budget, ensuring efficient utilization of resources and maximizing profitability.

   2. Oversee the site's financial reporting, including revenue, expenses, and key performance indicators.

   3. Identify cost-saving opportunities and implement strategies to optimize operational efficiency.

   4. Collaborate with the Finance team to ensure accurate financial records and adherence to accounting standards.

2. Operations Management:

   1. Manage the day-to-day operations of the site, including Operations, Human Resource, Finance, Administration, Quality and Skills Development functions.

   2. Oversee the implementation of operational policies and procedures to ensure compliance with industry regulations and client requirements.

   3. Identify and address operational bottlenecks, and implement process improvements to enhance productivity and service quality.

   4. Monitor and analyze key performance metrics, such as call volume, first-call resolution, and customer satisfaction, and take corrective actions as needed.

   5. Ensure adequate staffing levels are maintained at all times, including overseeing performance management and employee engagement to ensure a skilled and engaged team.

3. Strategic Planning and Implementation:

   1. Develop and execute strategic plans for sites, aligning it with the company's overall vision and objectives.

   2. Identify and pursue new business opportunities, including diversifying the client portfolio and exploring expansion possibilities.

   3. Represent the site in corporate-level discussions and decision-making processes, ensuring the site's needs and perspectives are considered.

   4. Collaborate with the corporate office to develop and implement company-wide initiatives, and adapting them to the site's unique circumstances.

4. Client Management and Relationship Building:

   1. Serve as the primary point of contact for clients, ensuring excellent service delivery and client satisfaction.

   2. Develop and maintain strong relationships with key clients, understanding their needs and adapting the site's services accordingly.

   3. Proactively address client concerns and work to resolve any issues or disputes.

   4. Collaborate with the Client Management team to identify opportunities for growth and service expansion.

5. Compliance and Risk Management:

   1. Ensure that site's compliance with all relevant laws, regulations, and industry standards, such as data privacy, labour laws, and health and safety guidelines.

   2. Implement and monitor risk management strategies to mitigate potential operational, financial, and reputational risks.

   3. Collaborate with the Legal and Compliance teams to stay informed of regulatory changes and adapt the site's practices accordingly.

6. Leadership and Team Development:

   1. Foster a positive and inclusive work culture, collaboration, and professional development.

   2. Provide guidance, mentorship, and support to the site management teams, empowering them to make informed decisions and drive the site's success.

   3. Identify and address skill gaps within the team, implementing targeted training and development programs.

   4. Serve as a role model for the site's values and behaviours, inspiring the team to achieve the site's objectives.

Job Requirements

Knowledge & Skills

• Bachelor’s degree in Business Administration or related field. Postgraduate qualifications (e.g. Master’s degree) would be an added advantage.

• Minimum of ten (10) years’ experience leading large teams; with experience in a call center environment.

• Must have relevant experience in Telecom domain and/or Customer Service operations at a reputable organisation, and substantial experience in managing complex and diverse teams and business portfolios.

• Demonstrated expertise in financial management, operations, strategic planning, and client relationship management.

• Must have good understanding of business operations.

• Excellent communication and interpersonal skill, and ability to establish industry networks.

• Excellent analytical skills.

• Proficient in MS Office.

• Strong Leadership and Coaching skills

• Ability to maintain confidentiality of sensitive company information

• Familiarity with industry regulations, compliance requirements, and best practices.

• High levels of integrity and sound work ethic.

How to Apply

 Interested applicants with the appropriate qualification and experience should submit their most recent and detailed CV, via email to “ apply@lonadd.com” with the subject “Site Head” in the subject box.

Application Deadline: March 20, 2025

Only Shortlisted Candidates will be contacted.