Operations Manager Career in Rwanda

Duma Works is recruiting an Operations Manager for one of our clients in Rwanda; A leading registered company dealing with importation and distribution of products in Rwanda.

Summary: The holder of this position will ensure overall CUSTOMER SATISFACTION in the company’s service delivery, OPS staff management, relationship management with corporate clients and associate institutions by performing the following duties personally or through subordinate managers.

Essential Duties and Responsibilities

  • Oversight of Customer Satisfaction – Impromptu post move interviews with a sample few clients and review of customer feedback forms;
  • Continuous innovation of processes & procedures to enhance customer experience and satisfaction.
  • Scheduled Assignment of Jobs to OPS Teams
  • Engagement and Review of Contractual Agreements with Suppliers – all negotiations of credit terms, pricing and delivery of procured utilities;
  • Develop KPI’s and periodically appraise the:-
    o Removals Supervisor
    o Warehouse Supervisor
    o Fleet Supervisor
  • Development of Staff Recruitment Plan, ensuring reasonable availability and adequacy of active and standby personnel (Drivers / Movers/etc) at all times;
  • Coordination and Content Development of Staff Training Programme, ensuring highest standards of proficiency in service delivery;
  • Development of an Effective Rewarding / Imprest System for Exceptional Staff Performance
  • Enforcement of Service Delivery Procedures
  • Coordination of General OPS Assessment Meeting – with Fleet, Removals and Warehouse Personnel;
  • Oversight of Claims & Complaints Handling, Remedy Resolution and Incident Recording – enforcement of BLACK BOOK, Discipline, Theft Prosecution, etc;
  • Oversight of Security protocols for all fixed and moveable assets, facilities and activities of the company;
  • Develop and enforce Standard Operating Procedures.
  • Drive Operations Department related projects and Mobilize Resources and Personnel to meet pre-determined deadlines & milestones.

Duties include the following

DAILY (Removals, Warehouse, Fleet, Ops Team)

• Removals:

o Update GM on progress of active jobs and overall operations performance;
o Review Job Cards and all report sheets raised by Mover team (active & completed jobs);
o Materials

• Review of Daily Materials Returns and update returns sheet.

• Approve Job Card Returns Expense Sheet, before uploading by Finance coordinator;

o Update J&R Report;
o Record any claims.
o Review Job Allocations from the Operating System (tOS);
o Review Daily Status Report to 3rd Party / Wholesale Clients to be given to Teams e.g. Crown;
o Ensure updating of Financial Information on Quick Books, by confirming that Finance Officer has updated her system; Review Profit & Loss Statement for each previous day completed Job, as submitted by Finance Officer at 12 noon;

• Ops Team:

o Assign OPS Teams duties / jobs;
o Confirm Ops Team Supervisors are completing their reports on schedule.

• Claims

o Create new entries for claims into the tOS and update the claims summary sheet.
o Review of the resolution implementation of any Claim Cases;

• Warehouse:

o Issue Warehouse Supervisor with duties.
o Receive updates on any warehouse related activity.
o Update the Warehouse J&R Report;

• Intervention on Large Debt Follow-up’s, as and when required;

• Review of all Invoices (per Job done) through the Operating System (tOS), having been submitted by Finance Officer within 48hrs of completion;

• Approve daily Purchase Orders from Ops Team Supervisors based on Fees Schedule.

WEEKLY (Removals, Warehouse, Fleet, Ops Team)

• Ops Team
o Ops team meeting after review weekly reports.

• Moving: Jobs & Receipts Report.
• Warehousing: Activity Summary Report.

• Fleet: Vehicle Activity Summary (Should include condition & Previous Weeks Expenditures for repairs/maintenance)

o Review Transport Report.
o Assign weekly tasks & projects.

• Fleet:

o Review of Vehicle Reports, detailing conditions of fleet vehicles;
o Weekly inspection report from the Fleet Supervisor.
o Weekly Vehicle Compliance Report from Fleet Supervisor.
o Review weekly expenditures report.

• Review of Materials, Tools and Spares in Storage Reports;

o Materials use report.
o Material / Tools follow-up from client premises, in the case of repeat job completions.

• Receive updates from Removals Supervisor on Jobs Allocated and overall performance of the Team Leaders;
• Review the Cumulative Profit & Loss Statement for previous entire week;
• Review Warehouse Jobs & Receipts Report of previous week, as submitted every subsequent Monday morning by Finance Officer;

MONTHLY (Removals, Warehouse, Fleet, Ops Team)

Review Status Reports –

• Removals Performance:

o Jobs Completion Report, Job Allocation Report, Vehicle Report, J&P Report and Claims Report, from the respective Fleet/Removals/Warehouse Supervisors;
o Attendance by moving crews
o J&R for entire month with total performance.

• Warehouse Performance:

o Total warehouse activity.
o Total warehouse receipts.
o Total warehousing space available & occupancy.

• Fleet & Transport:

o Total vehicle activity
o Total vehicle expenses.
o Confirm Delivery of SDV / Bollore Statement

• Ops Team:

o Appraise the Performance of the Fleet, Removals and Warehouse Supervisors;
o Deliver Summary Status Report, to GM;
o Compare Profit & Loss Statement for previous entire month with pre-determined benchmarks;
o Update Fees Schedule with new fee amounts.
o Update Vendors & Suppliers Contacts list with new contacts or changed contacts.

Key Challenges

  • Aim to innovate all aspects of your role to maintain and increase customer satisfaction.
  • Constantly add value to the business through continual training and recruitment of suitably experienced personnel most of who should be customer centric;
  • Job requires one to be pro-active, presentable at all times and very self-driven.
  • Candidate MUST uphold the highest standards of best practice, staff management, customer interaction, mentorship and coaching, monitoring and evaluation across the Fleet, Removals and Warehouse departments;
  • Customer Portfolio Management, Profitably and within acceptable cost saving markers;
  • To always deliver fully on the 4P’s (People, Professionalism, Price and Program) as defined by the Taylor Movers Strategy.

Job Knowledge, Skills and Experience

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • At least 3 years’ demonstrated experience in a similar firm or industry at managerial level and the ability to manage staff within an environment with high standards of customer service.
  • Minimum University degree or equivalent from recognized University
  • Effective communicator, with proven customer care competences and impeccable interpersonal skills.
  • Proven IT Skills (Windows / Office / Operating Systems).
  • Job requires one to be pro-active, presentable at all times and very self-driven.


  • Leadership –(Level: Mastery)
  • Communication and Persuasion – (Level: Mastery)
  • Management of Business Performance – (Level: Mastery)
  • Team Work – (Level: Mastery)
  • Delivery of Results – (Level: Mastery)
  • Ability to Analyze and Solve Problems – (Level: Mastery)
  • Ability to Maximize Business Opportunities: (Level: Mastery)

Other Benefits: Accommodation provided.


Send your Cover Letter and detailed CV to apply@jobs.dumaworks.com marking the subject as “2762”, Your Full name & Phone number e.g. 2762 Barack Obama, +2547xxxxxxxx. If you don’t follow these instructions, your application will not go through.

Deadline for receiving applications: Wednesday, 26 April 2017

N.B.* You will receive a confirmation email and an alert to take a basic screening test over SMS or online. The email with the test may not arrive immediately. Please be patient. The email/SMS test will typically be 5-8 questions to help us understand your background. Regular SMS rates apply to the test.

If you apply and don’t meet these minimum qualifications, we won’t be able to forward your application to the employer.

Business Administration
Updated: April 8, 2017 — 6:21 am