REGIONAL MANAGER, OPERATIONS AND FIELD SERVICES (RMOPs) – AFRICA
TERMS OF REFERENCE
Rationale & Integrity
This is a newly identified position which shall cover the following key areas of Business Development, Client Relationship Management, Crisis Management, Risk Mitigation, Proposal Writing and New Project Mobilisation; however shall oversee Portfolio/Programme and Operations Management of CTG’s Africa business from our Africa Regional Head Quarters (ARHQ) in Nairobi. This appointment shall be accountable to the General Manager (GM) and shall work to his directives and support at all times.
This position requires a dynamic self-starter who has the capability to think on his/her feet, enormous dedication and ambition to achieve new levels and do what is required to maintain and grow the CTG business in Africa.
The Regional Manager for Operations and Field Services Africa (RMOPs Africa) is a senior management position and will be expected to deliver and maintain the quality of service to new and existing clients that will ensure continuity for the company’s growth within Africa. He/she will be expected to follow the direction of the business as set out by the ELT (Executive Leadership Team). You will be responsible for the day to day management, leadership and utilization of the Operations and Portfolio teams within the ARHQ and throughout Africa. It is your sole responsibility to maintain comprehensive oversight and management of the listed core functions. You will be responsible for ensuring the company and its activities have the requisite candidates available and the Recruitment, Personnel Management, and HR/Managed Services systems in place. The RMOPs Africa will also ensure that all Africa portfolio and operations staff are trained and skilled to ensure services and deliverables are provided to clients at the consistently high standard as presented during initial introductions to CTG services. The RMOPS Africa will also be responsible for staff compliance with all company policies and procedures.
Appointment
RMOPs Africa for CTG Global (“CTG”), based in CTG’s Africa Regional HQ in Nairobi (Kenya).
This is a newly created position developed to support CTG’s ongoing and rapidly expanding business throughout Africa.
The RMOPs Africa should expect frequent travel throughout the continent in support of on-going and potential new clients. Some business travel may require longer periods during business development and new contract opportunity periods to support establishment, mobilisation and implementation into operational phases pertaining to clients demands. There will be a requirement for travel from time to time to other of the Company’s offices globally including our Dubai HQ.
Job Description
Responsibilities
I. Shared Regional Management
II. Business Development & Client Management
III. Operations & Staff Management
I. Shared Regional Management
· Management and accountability for all operational functions of CTG’s business throughout Africa, ensuring the professional standards of CTG, the operations, the portfolio staff’s management and the services provided are based on quality service to all current and potential clients.
· Ultimately responsible for the Development of CTG’s client list throughout Africa. The RMOPs Africa must ensure he/she has full oversight of all Business Development activities, assisting with introduction of known contacts and connections to the GM and Regional Business Development Manager (RBDM) and responsible for reviewing and as needed writing all technical proposals prior to client submission. In the lead up to finalizing a contract support and work with the GM and other colleagues on negotiations and to obtain swift client contract review and signature.
· Client and Operational Management of all CTG’s Clients throughout Africa with direct support from the GM and Nairobi based Portfolio staff. Supporting such locally based portfolio staff with advice and direction too efficiently and effectively deal with the daily operational and personnel demands, managing problems and issues with consultants, etc.
· Responsible for the Crisis Management and “Duty-of-Care” for CTG Consultants and Internal Employee’s based in African countries.
· Support the Regional Manager for Finance and Administration Africa (RMFA Africa) thus ensuring CTG’s regional financial position remains transparent. In particular your responsibilities will involve:
(a) Reviewing the monthly Profit & Loss (management accounts) with the RMFA for all CTG African business by country;
(b) Working with the RMFA Africa, the GM and RBDM and corporate finance department in the compilation of the annual budget, specifically with regards to business development and operations;
(c) Support the RMFA Africa with local Cash Projection/Forecasting: Ensuring the division is cash sufficient for monthly payroll and all expenses are paid on priority basis to ensure the division doesn’t suffer a cash shortage;
(d) Management of the company’s Nairobi Bank accounts, and authorise any withdrawals. Company signatory on bank accounts and custodian of cash – full liability applies;
(e) Collection of Receivables: Weekly meeting with Chief Accountant and RMFA Africa regarding Aging Analysis to ensure agreement and actions to be taken for African based clients’ debt collection. Assisting when required with the collection process of all outstanding receivables.
· Produce Daily Reports (verbal) to the GM and weekly written reports to the Executive Leadership Team.
II. Business Development & Client Management:
· For each African country of service ascertain the market demand for CTG, and whether CTG’s current establishment and business model works in liaison with the GM and RMFA Africa and the RBDM. A Marketing & BD plan for each territory should be established, and the RMOPs Africa shall be an enormous contributor to these.
· Responsible for the initial research of business opportunities throughout Africa including the assistance with Technical and Financial RFP response/proposal/EOI writing for Africa proposals where required by the GM.
· The first point of contact in most cases in regards to BD and shall be under the direct guidance and report to the GM. The RMOPs will involve the RBDM in any Business Development activity where it is felt more support is required or could indeed help the secure new business for the company.
· Client Management – Shall take a proactive role in the day-to-day client management and the continual development of important existing clients. May be assigned specific clients to manage from time to time; within CTG, client managers are normally assigned to the person best appointed or qualified to provide the services and manage such particular client. Collaborate closely with the GM to review and further optimise all operational aspects of the assigned contract portfolio and service delivery against client agreements.
· Support the development of commercial relationships with service providers and/or JV partners to support the company’s development in all African countries of service. Involving the RMFA where appropriate to his/her AOR (e.g. Travel Agents, Equipment providers, stationary etc).
· In coordination with the GM and the Financial Analyst (FA) in the company’s Global HQ, and the RMFA Africa, ensure that the company has comprehensive “Entry Country Plans” – for each country in Africa that CTG operates or plans to establish operations. Register CTG and in coordination with the GM undertake other required licensing and associated registration as required to ensure the legality of CTG‘s business in those Countries. At a minimum these should include the following items (of which (d) and (e) shall be fundamental responsibilities of the RMOPs to produce):
(a) Physical Entry strategy and requirements (analysis, needs, impact and action plan);
(b) Legal structure and process of establishing a business, in coordination with the RMFA Africa;
(c) Financial requirements of establishing a new company, in coordination with the RMFA Africa;
(d) Operational plans & Standard Operating Procedures (SOPs);
(e) Business Development plan (in liaison with the Commercial Team);
(f) Local Labour Laws & HR requirements (including Visas & Work permits) for CTG staffing, in coordination with the RMFA Africa;
(g) Identification of Local National Recruitment & other Administrative facilities, ability & SOPs;
(h) Deployment & Logistical SOPs;
(i) Risk Assessments, Security & Safety SOPs;
(j) Office/Life support location sourcing;
(k) Crisis management, Medevac & Medical facilities accessibility in case of emergency.
III. Operational & Staff Management:
· Responsible for ensuring the continuity of the managed support services provided to our current and future African-based client contracts, attending frequent meetings with such clients to guarantee the quality of services provided are maintained and make adjustments as required to ensure such.
· Support the General Manager with new project/programme start-ups and mobilisations upon request. Assisting with the physical establishment of operations in new African territories, including but not limited to developing CTG staff positions, scoping of locations/sites, procurement, and development of new country specific procedures (in liaison with the FA, GM and his team). Support procurement requirements for new countries of service operational offices pertaining to RFP requirements for new BD or other operational requirements.
· CTG’s Africa Business complete Operational Oversight and leadership to CTG core staff and country/field offices once established.
· QC/QA of the services and support provided to all CTG clients in Africa including the important checking of RFP, proposal and contract records to ensure that the company is delivering as requested, contracted and agreed.
· Establish a local security provider for CTG in each Country of Service and provide continual liaison with said provider to ensure CTG has the correct security support in its high risk countries of operation. Oversight of the monitoring of security situations and the provision of security guidance and advice to our consultants, ensuring our clients are satisfied with the security and safety procedures and systems provided.
· Upon appointment, train, and throughout employment, mentor, all African HQ and new Africa Field Office operation/portfolio staff to provide the turnkey and niche support which CTG has agreed to provide to each client. In addition establish and maintain operational management systems and training relevant to any specific/local country of service requirement/law. Ensuring all Africa based field offices are reporting efficiently and effectively into the Regional HQ in Nairobi and are engaging with the clients in such field offices suitably. Ensure our permanent staff are developing in support of CTG business needs. Work on and constantly be aware of the need for team building within our African operations and offices, designing with support from the RMFA Africa and HR Officer in HQ, appropriate activities to promote an adhesive team environment in the difficult remote coverage of our business operations and staffing.
· Maintenance of the Regional HQ Ops management systems and maps for use by all those supporting the company’s African operations.
· Training – implement robust induction training systems and SOPs for CTG internationally recruited consultants.
· Ensure all African relevant field business and operational SOPs are kept up to date ensuring they meet current demands of our clients and liaise with and ensure these are agreed to with the HR Officer in HQ. Ensure that our company policies, procedures, codes of conduct, directives, administrative instructions, SOP’s, systems, standards and reporting structures are applied appropriately and adhered to by our African based staff, to ensure business success and client satisfaction. Review and revise such for approval with Global HQ as required due to country/regional specific changing requirements. Ensuring that implementation understood strictly as Company Policy.
· Support Africa based staff with consultants Crisis Management, including Body Repatriation and Medical Assistance through mechanisms in place or develop those where required. Conducting formal investigations into incidents – operational, disciplinary or administrative. Provide complete management of any crisis situations or evacuation according to relevant SOPs. Responsible for assisting with procurement of emergency support facilities and establishment of new SOPs for such in new countries of operation.
· Ensure All Africa relevant operational and business SOPs are kept up to date and initiated to ensure they meet current demands of our clients.
Qualifications/Experience
The ideal candidate would have the following preferable qualities and strengths:
· Experienced in leadership, operational management, with a fundamental desire to travel to operationally demanding locations and to be based in Nairobi, Kenya.
· Experience in project implementation, client management and business development
Country experience~ Previous experience in CTG’s current and future operational centres would be preferable and/or had previous operational experience in more than one Northern or Eastern Africa country.
· Experience working with the United Nations, Humanitarian Aid Sector, Donor’s (USAD, US DOD, USACE, DFID, etc.), INGO’s and or Government agencies at a Regional Operational Management level or higher.
· Human Resources and the Management of such
· Energy and Infrastructure experience ~ knowledge of these business sectors would be useful.
· Ambitious and dynamic with a dedicated approach to working in a diverse and energetic team and for a young and developing company whose global footprint is expanding exponentially.
· Available to relocate or already living in Nairobi, Kenya.
Line Management
Upwards General Manager.
Colleague collaboration shall include continual cooperation with the RMFA Africa.
Downwards all operations/portfolio staff based in Africa.
These Terms of Reference have been designed as a guide to the position and are not likely to be the definitive responsibilities and are not designed to restricted ability to improve in any area identified has a requirement for attention. CTG as a small and growing company relies on its staff keeping an open mind, a flexible approach to work and a dedication and loyalty to its business development. All Manager designations shall be expected to devote weekends and evenings to the company for business reasons/business travel as required for no additional remuneration, the scope of work and overtime has been considered in determining the company’s package associated with this position.
How to apply:
Interested candidates should submit their CV along with their application letter via e-mail tocareers@ctgglobal.com with reference to “BHJOB2678_479” in the subject line. Short-listed candidates will be contacted for an interview.
