CC BACK OFFICE PARTNERS MANAGEMENT SPECIALIST – H/F

Presentation

Nous sommes une entreprise spécialisée dans le domaine de la Gestion des Ressources Humaines (GRH). Nous offrons des solutions optimisées dans le recrutement, la mise à disposition de personnel (local et expatrié), le Conseil RH, la Formation, ainsi que l’externalisation de la paie (payroll). Nous opérons sur toute l’étendue de l’Afrique Centrale. La Sodeico Manpower est également membre d’un Consortium International qui fournit de l’expertise technique et de la gestion de projets intégrés financés par des bailleurs de fonds, tels que l’Union Européenne (UE), la Banque Mondiale (WB) et la Banque Africaine de Développement (BAD). La SODEICO Manpower est votre partenaire de performance. Nous vous accompagnons avec un service de qualité, ce qui vous permet désormais de vous focaliser sur votre cœur de métier, pour une meilleure productivité.

Poste

Role Purpose

 

The CC Back Office Partners Management Specialist is responsible for managing the performance, compliance, and service delivery of partners supporting Customer Operations Back Office activities. The role ensures Customer journeys with all related back-office processes are designed and documented in line with the Customer support objectives, working with various internal and external stakeholders to achieve agreed SLAs, quality standards, productivity targets, and customer experience objectives, while driving operational excellence and continuous improvement.

 

Key Responsibilities

1.       Partner Performance Management

• Monitor and manage the day-to-day operational performance of Back Office partners.
• Track and evaluate adherence to contractual SLAs, KPIs, and operational targets.
• Conduct regular performance reviews and business review meetings with partners.
• Identify performance gaps and drive corrective action plans to improve results.

2.       Service Delivery Governance

 

• Ensure compliance with company policies, procedures, and service standards.
• Ensure customer journeys and Back Office processes are documented, maintained, and aligned with Customer Support objectives
• Monitor the quality of customer request handling, complaint resolution, and ticket management.
• Implement governance frameworks to ensure operational consistency and accountability.
• Manage risks associated with escalate critical issues when required.

3.       SLA and KPI Management

• Monitor service delivery performance against agreed service levels.
• Analyze SLA breaches and identify root causes.
• Develop and implement action plans to improve operational efficiency and service delivery.
• Ensure accurate reporting of performance metrics and operational trends.

4.       Quality Assurance and Compliance

• Ensure adherence to quality standards and operational procedures.
• Support quality audits and compliance reviews.
• Monitor corrective and preventive action plans stemming from quality assessments.
• Ensure regulatory and organizational compliance requirements are consistently met.

5.       Reporting and Business Insights

• Prepare daily, weekly, and monthly operational performance reports.
• Analyze data to identify trends, recurring issues, risks, and improvement opportunities.
• Provide actionable insights and recommendations to management.
• Support decision-making through data-driven analysis and performance monitoring.

6.       Stakeholder and Partner Management

• Build and maintain strong relationships with all partners.
• Serve as the primary point of contact for operational matters related to partner performance.
• Facilitate collaboration between partners and internal business units.
• Ensure alignment of partner objectives with customer experience and business goals.

 

Key Performance Indicators (KPIs)

 

The role will be measured against:

• SLA Compliance Rate
• Backlog Reduction
• Quality Assurance Scores
• Productivity and Efficiency Metrics
• Escalation Resolution Timeliness
• Partner Performance Scorecard Results
• Compliance and Audit Results

 

Job Knowledge

• Partners Management
• SLA and KPI Management
• Customer Complaint Resolution Processes
• Performance Analytics and Reporting
• Root Cause Analysis
• Service Governance
• CRM and Ticket Management Systems
• Power BI or similar reporting tools
• Process Improvement Methodologies

 

Job Related Skills

• Strong Analytical Skills

·       Accountability, Ownership & Results Orientation

·       Customer Focus

• Stakeholder Management
• Communication ,influencing Skills ,Teamwork & Collaboration
• Problem-Solving & Attention to Detail
• Planning and Organizational Skills
• Continuous Improvement Mindset

 

Qualifications and Experience

 

Education

• Bachelor’s degree in business administration, Telecommunications, Customer Service Management, Operations Management, Information Systems, or a related field.
• Professional certifications in Partner Management, Customer Experience, Project Management, or Service Management are an advantage.

Experience

• Minimum of 3 to 5 years of experience in Customer Care Operations, Back Office Operations, Vendor Management, or Service Delivery Management.
• Proven experience in SLA management, operational reporting, and performance improvement initiatives.
• Telecommunications industry experience is preferred.

Profil recherche

We invite you to post your detailed CV in French with imperative mention of the job title in the subject of your application «CC BACK OFFICE PARTNERS MANAGEMENT SPECIALIST »

. Please, you may directly apply on our website www.sodeico.org  (fill in the form and submit your resume) in Word format (any other format will not be accepted) before  Nov 4, 2026.

– Unemployed postulants are requested to bring a jobseeker card issued by the ONEM.

– Only successful candidates will be called.

–  Female application are strongly encouraged!

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