Business Operations & Performance Manager at Ruhe Global Resources

Business Operations & Performance Manager at Ruhe Global Resources

• Location: Abuja
• Reports To: Managing Director

Job Summary

• The Business Operations & Performance Manager is responsible for providing strategic and operational leadership to ensure the efficient management, continuous improvement and effective performance of Ruhe Global Resources (RGR).
• Working closely with the Managing Director, the post holder will oversee business operations, student recruitment operations, admissions, conversion, administration, finance, accounting, human resources coordination, customer service and facilities management, ensuring that all departments operate effectively, consistently and in line with the Company’s strategic objectives.
• The role is responsible for ensuring that staff consistently perform their duties to the required standards through effective daily monitoring, performance management, accountability frameworks and continuous improvement initiatives.
• The Business Operations & Performance Manager will actively monitor day-to-day business activities, staff productivity, customer service delivery and operational processes to ensure employees complete assigned responsibilities, follow approved procedures and achieve agreed performance expectations.
• The post holder will identify operational gaps, address performance challenges and implement improvement actions that increase staff productivity, efficiency, accountability and overall organisational performance.
• A key responsibility of the role is to strengthen and optimise RGR’s student recruitment and conversion pipeline, ensuring Recruitment Officers, Student Counsellors, Conversion Officers, Customer Service Officers and Managers effectively manage their responsibilities, achieve agreed recruitment, conversion, registration and revenue targets and deliver an excellent customer experience.
• The role will develop, implement and monitor operational systems, Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), Key Performance Indicators (KPIs), performance dashboards and quality assurance frameworks to improve organisational performance, customer satisfaction and operational efficiency.

Job Purpose

• To work in partnership with the Managing Director to evaluate, analyse, design, implement and continuously improve the operational systems, processes and performance frameworks required to support the growth and success of Ruhe Global Resources.
• The Business Operations & Performance Manager will ensure:
  • Effective management of daily business operations.
  • Strong accountability across all departments.
  • Improved staff productivity and performance.
  • Consistent delivery of excellent customer service.
  • Effective management of the student recruitment and conversion pipeline.
  • Compliance with company policies, partner requirements and operational standards.
  • Continuous improvement of systems, processes and service delivery.

Core Working Relationships:
The post holder will work closely with:

• Managing Director
• Regional Managers
• Branch Managers
• Student Recruitment Managers
• Student Recruitment Officers
• Student Counsellors
• Conversion Manager
• Conversion Officers
• Customer Service Manager
• Customer Service Officers
• Marketing & Brand Marketing Manager
• Business Development Officers
• Human Resources Officer
• Finance & Accounts Team
• Teachers
• Events Manager
• Partner Institutions
• External Auditors
• Banks
• Solicitors
• Government Agencies
• Suppliers and Service Providers.

Key Performance Indicators (KPIs)
Performance will be assessed against:

• Business Operations
• Operational efficiency improvements.
• Successful implementation of SOPs and SLAs.
• Delivery of strategic operational objectives.
• Reduction in operational bottlenecks.
• Improvement in workflow efficiency.
• Staff Performance & Accountability
• Daily operational monitoring effectiveness.
• Staff productivity improvement.
• Task completion rates.
• Achievement of individual and departmental KPIs.
• Reduction in missed responsibilities and delays.
• Compliance with company procedures.
• Successful implementation of performance improvement actions.
• Student Recruitment Operations
• Enquiry response times.
• Enquiry-to-application conversion.
• Application-to-offer conversion.
• Offer acceptance rate.
• Registration and enrolment performance.
• Revenue targets achieved.
• CRM compliance.
• Staff productivity.
• Student satisfaction.
• Customer Experience
• Customer satisfaction levels.
• Complaint resolution performance.
• Service response times.
• Quality of customer communication.
• SLA compliance.
• Human Resources
• Staff retention.
• Performance appraisal completion.
• Training completion.
• Recruitment turnaround time.
• Employee engagement.
• Finance
• Budget performance.
• Payroll accuracy.
• Financial reporting.
• Cost management.
• Audit outcomes.
• Compliance
• Policy compliance.
• Partner requirement compliance.
• Internal audit outcomes.
• Risk management effectiveness.

Requirements
Essential:

• Bachelor’s Degree in Business Administration, Human Resources, Accounting, Finance, Management or related discipline.
• Minimum five years’ management experience in business operations, administration, student recruitment, performance management or related operational leadership role.
• Experience managing multidisciplinary teams.
• Experience implementing KPIs, SOPs and performance frameworks.
• Experience improving operational processes.
• Strong knowledge of CRM systems and performance reporting.
• Excellent leadership and people management skills.

Desirable:

• MBA or relevant postgraduate qualification.
• Professional qualifications such as CIPM, ICAN, ACCA, ACA, CMI or PMP.
• Experience within international education.
• Knowledge of international admissions, visa processes and student recruitment.

Experience working within a target-driven organisation.

Essential Skills & Competencies:

• Business Operations Management
• Performance Management
• Staff Monitoring and Accountability
• Student Recruitment Operations
• Leadership and Team Management
• Human Resource Management
• Financial Management
• Budget Management
• Policy Development
• SOP & SLA Development
• Process Improvement
• Customer Service Excellence
• Strategic Planning
• Risk Management
• Data Analysis and Reporting
• Communication and Influencing Skills
• Problem Solving
• Decision Making
• Organisation and Time Management
• Professionalism, Integrity and Confidentiality.

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