SENIOR MANAGER-VACANCY AT SUNFI

Job Description

The User Services team at SunFi falls under the purview of Operations and within the supervision of the Chief Operating Officer (COO).

Responsibilities

Operational Performance Management:

• Responsible for driving the Company’s User Services unit to operational excellence leveraging the Company’s performance management tools
• Set targets and develop benchmarks; track, revise, and improve performance metrics that will help maintain low default rates, in collaboration with other Units and line with Company goals
• Update KPI and OKR trackers and suggest improvement opportunities
• Vet and onboard technically sound Distributed Energy Provider (DEP) partners systematically and expeditiously, balancing speed to onboard and delivery quality
• Develop technical specifications and other operational metrics/standards to ensure efficient operations
• Evaluate Distributed Energy Provider (DEP) operational performance and develop robust rating mechanisms to facilitate DEP performance categorization
• Provide timely, accurate, and complete reports on the operating condition of the User Services unit
• Direct short-term and long-range planning and budget development to support strategic business goals
• Manage First Time Right installations of customers’ energy solutions
• Develop policies to increase efficiency throughout the supply chain while ensuring quality and safety; implement subsequent changes to processes.
• Providing inputs, evaluation of process, and implementation of supply planning technology will be critical to success in this role. This role will collaborate with the Growth team, Installation partners, and relevant stakeholders.

User Success:

• Ensure Distributed Energy Provider (DEP) user satisfaction and retention to support the Company in achieving and surpassing sales, profitability, cash flow, and business goals and objectives
• Ensure end-consumer user satisfaction and retention, leveraging DEPs to execute relevant solutions and payment plans
• Collaborate with other members of Team SunFi, including Technology and product teams, Growth team, Finance team, and People Operations to ensure users satisfactorily utilize the platform
• Manage the rapid response to customer issues by internal or external stakeholders

People Management:

• Provide day-to-day leadership and management guidance that mirrors the adopted corporate mission and core values. Bottom Line: build up an efficient and sustainable User Services unit that caters to the needs of the Company’s product users
• Motivate and lead a high-performance User Services team; attract, recruit, and retain required members of the team not currently in place; provide mentoring as a cornerstone to the development of team members
• Ensure User Services organization structure is appropriate for the Company’s business objectives and set-up to optimize team performance
• Foster a success-oriented, accountable environment within the Company
• Support personnel actions by ensuring all HR and related functions are properly performed promptly.

Process Efficiency:

• Spearhead the development, communication, and implementation of efficient and effective processes
• Monitor processes that ensure efficient onboarding of Distributed Energy Provider partners and direct-contact end-consumers
• Responsible for executing & improving processes (internal and external) and key performance indicators for the business and their measurement and effectiveness
• Ensure proper documentation of processes and mapping of workflows
• Ensure that the Company has the proper operational controls, administrative, and reporting procedures to meet operational and financial targets.

Structural Programs:

• Associate Installer (ASI) program: Develop and operate the Associate Installer (ASI) program that can help execute and fulfill end-consumer orders
• Training: Develop a technical training program for relevant User Services stakeholders, including ASIs
• DEP ranking program: Create, implement, and operate the DEP rating system and lead-referral guidelines that utilize the rating system; continuously improve the rating system and lead-referrals
• Default Minimization System: Develop, implement, and monitor the Company’s Quality Assurance & Default Minimization System.

Qualification

• Bachelor’s Degree from an accredited university or college
• Masters and/or MBA are preferred
• Start-up experience preferred
• Engineering background preferred
• Minimum of 5+ years of experience in developing broad-scoped business relationships and managing and growing Business Operations
• Comfortable using computers
• Expertise with Microsoft Office (emphasis on Word, Excel & PowerPoint)
• Ability to use Google Suites.

How to Apply
Interested and qualified candidates should send their CVs to: careers@sunfi.co using the Job Title as the subject of the mail.

Location: Lagos, Nigeria.