Operations Manager

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions.

Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With the Better Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out.

               Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets

Visit www.digicelgroup.com for more.

Primary objective of the job: 

The Operations Manager is responsible for overseeing outsourced management operations for ACH services in Barbados and the Cayman Islands, ensuring efficient service delivery, compliance, and operational excellence. This role requires strong leadership, operational oversight, and strategic planning to ensure seamless business operations and continuous service improvement.

Main Duties and Responsibilities:

• · Maintain and document operational procedures
• · Monitor KPIs and oversee SLA adherence to ensure high-quality service to clients
• · Ensure ongoing contract renewal with commensurate fee increases as provided in the contracts
• · Track and ensure issues are properly identified, documented, reported and resolved
• · Ensure security and business continuity compliance
• · Prepare and present operational reports for ACH Boards
• · Schedule and lead Operations Committee meetings
• · Act as a liaison between all ACH stakeholders
• · Ensure staff training, conduct performance appraisals, manage direct reports, and oversee recruitment in collaboration with HR
• · Schedule and lead bi-monthly staff meeting
• · Ensure projects meet deliverables, maintain high standards of documentation, and optimize technology and security systems
• · Assist with financial forecasting and budget preparation
• · Assist with controlling expenses control and ensuring cost efficiency of operations

Academic Qualifications and Experience Required:

• Certificate in Project Management
• At least 2 years' experience in Operations Management 
• NACHA ACH Accredited Professional Certification an asset
• Proficient in utilizing Microsoft Office Suite (Excel, Word, PowerPoint

Functional Skills:

• Strong project management skills
• Strong business development skills
• Good time and people management skills
• Excellent verbal and written communication skills
• Intermediate understanding of accounting and finance

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may, and probably will be asked to perform other duties as required.  Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.