RTO Operations Manager

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