Operations Manager

JOB TITLE:

Operations Manager

DEPARTMENT:

CEO Office & Administration

REPORTS TO:

Regional CEO

Primary objective of the job:

The Operations Manager is responsible for driving the day-to-day operational performance of the business by ensuring the effective execution of commercial, technical, customer and corporate support functions. The role supports the Regional CEO by coordinating cross-functional operations, monitoring business performance, resolving operational issues, enforcing governance, and ensuring the market consistently delivers on its revenue, customer, network, service, compliance and financial objectives.

The Operations Manager serves as the central point for operational execution, translating strategic priorities into measurable actions and ensuring that all departments operate efficiently, collaboratively and in line with Digicel's standards.

Main Duties and Responsibilities:                                          

Business Performance & Operational Execution

• Drive the execution of the market operating plan, ensuring all business units deliver against agreed operational and commercial targets.
• Monitor daily, weekly and monthly business performance across all functions, ensuring timely escalation and resolution of issues affecting KPIs.
• Coordinate cross-functional initiatives to improve operational efficiency, customer experience and financial performance.
• Lead regular operational review meetings, tracking actions and ensuring accountability for delivery.
• Ensure operational readiness for all commercial campaigns, product launches and business initiatives.

Financial & Commercial Management

• Support the preparation and execution of annual operating plans, budgets and forecasts.
• Monitor revenue, subscriber, EBITDA, cost and cash flow performance against plan.
• Drive cost discipline and operational efficiencies while maintaining service quality.
• Coordinate corrective action plans where financial or operational targets are at risk.

Operational Governance

• Enforce and maintain an effective operational governance framework across all departments.
• Ensure departments maintain clear performance dashboards and KPI reporting.
• Monitor compliance with company policies, regulatory obligations and internal controls.
• Coordinate business continuity, risk management and operational resilience activities.

Cross-Functional Leadership

• Coordinate activities across Commercial, Customer Experience, Technology, Finance, HR and Corporate functions to ensure seamless execution.
• Remove operational bottlenecks and improve collaboration between departments.
• Ensure key projects are delivered on time, within budget and achieve intended business outcomes.

Customer & Service Excellence

• Monitor customer service performance across all channels.
• Drive initiatives to improve customer satisfaction, reduce complaints and improve service levels.
• Ensure customer-impacting operational issues are resolved quickly and effectively.

Network & Service Delivery

• Work closely with Technology teams to ensure network availability, service quality and operational reliability.
• Monitor major outages and service incidents, ensuring timely communication, recovery and post-incident reviews.
• Ensure operational support for network expansion, modernization and infrastructure projects.

Stakeholder Management

• Build and maintain productive working relationships with distributors, business partners, suppliers and key external stakeholders.
• Support engagement with regulators, government agencies and industry bodies on operational matters.
• Represent the company at meetings, operational reviews and stakeholder engagements as required.

People Leadership

• Lead, coach and develop direct reports to improve capability and accountability.
• Foster a high-performance culture focused on execution, collaboration and continuous improvement.
• Support workforce planning, succession planning and employee engagement initiatives.

Continuous Improvement

• Identify opportunities to simplify processes, improve productivity and enhance operational effectiveness.
• Champion operational excellence initiatives and the adoption of best practices across the business.
• Drive automation and process improvements where appropriate.

Other Responsibilities

• Oversee the operational rollout of new products, services and business initiatives.
• Support crisis management and major incident response activities.
• Perform any other duties that are consistent with the responsibilities and level of the position as assigned by the Regional CEO.

Academic qualifications and experience required for job (Minimum)

• Business Degree or equivalent with over 5 years requisite Commercial experience
• A minimum of 3 years’ snr management experience in a telecoms environment would be an asset.
• Record of success in meeting aggressive targets
• Proven and demonstrated experience and expertise in Sales or Business Development
• Strong interpersonal, verbal and written communication skills, influencing, forceful and convincing.

Functional Skills:

• Telecommunications experience is highly desirable.
• Strong leadership qualities with the ability to build high performance teams.
• Commitment to excellence and high standards
• Ability to work in deadline-driven, fast paced environment.
• Versatility, flexibility and a willingness to work within constantly changing

Internal/External Contacts:

• Regional and Market Senior Management Team
• Group teams
• Regulators, Government
• Internal Employees
• Vendors, Suppliers

Working Conditions:

• Standard business hours are 8:00 AM to 5:00 PM, Monday to Friday. However, as an Operations Manager, flexibility is required to lead critical projects, manage time-sensitive incidents, and meet strategic deadlines outside of typical working hours.
• The role may require travel to other Digicel Markets.