Operations Manager

Department: Attached to the Executive Management

Location: Agence Togo Digital, Lomé, Togo

Reporting Manager: Executive Management

Positions available: 2

Main Mission

The Head of Operations is responsible for the overall supervision of operational activities within Agence Togo Digital. He/she implements operational strategies, optimizes internal processes, and manages the resources required for efficient daily operations. He/she plays a key role in achieving mid- to long-term performance objectives by ensuring the fluidity, productivity, and quality of the services provided by the agency.

Responsibilities

1. Operational Leadership and Coordination

• Serve as the primary operational interface between ATD and external stakeholders (ministries, institutions, citizens).

• Receive, analyze, and prioritize incoming operational requests using structured frameworks defined alongside the Board of Directors.

• Prepare clear, actionable briefing notes for management to escalate critical and/or high-value issues to the line Ministry and/or the Board of Directors.

• Establish and maintain a centralized operational dashboard providing full visibility into all ATD activities.

2. Team Management and Internal Alignment

• Lead and supervise ATD project managers, ensuring homogeneous delivery standards and clear accountability.

• Establish a single point of coordination for project execution, risk management, and inter-team dependencies.

• Support teams in resolving operational bottlenecks and driving internal process improvements.

3. VIP / Priority Service Line

• Propose and implement a dedicated support mechanism for urgent or sensitive requests from high-level stakeholders.

• Ensure rapid response times, clear communication, and structured tracking of priority files.

• Define and implement Service Level Agreements (SLAs) and escalation protocols tailored to the needs of senior public officials and strategic partners.

4. Process Improvement and Operational Excellence

• Introduce structured project prioritization methodologies (e.g., RICE, MoSCoW, Eisenhower Matrix) to improve decision-making.

• Optimize internal processes to reduce friction, shorten turnaround times, and elevate service quality.

• Contribute to ATD's digital transformation by ensuring operational rigor and strong execution capabilities.

Required Skills

• Operations Management: Solid experience in managing operational processes, with a proven ability to optimize workflows and manage priorities.

• Leadership & Team Management: Strong people management skills, with an aptitude for motivating and developing staff.

• Project Management Skills: Proven experience in managing medium-to-long-term projects, with proficiency in agile or traditional methodologies.

• Performance Analysis: Analytical skills to track and evaluate performance, with the ability to propose continuous improvement solutions.

• Communication & Coordination: Excellent communication skills to effectively liaise between various teams and executive management.

• Problem Solving: Ability to quickly resolve operational issues while maintaining service quality and continuity.

• Results-Oriented: Strong focus on performance and achieving the agency's strategic objectives.

Qualifications

• Education: Master’s degree (BAC+5) in Business Administration, Project/Service Management, or a related field.

• Professional Experience: A minimum of 10 years of experience in a similar role, ideally within a technological, digital, or public sector environment.

• Technical Skills: Proficiency in office productivity suites (Microsoft Office, Google Workspace) and project management tools (Jira, Trello, Asana).

• Languages: Full professional proficiency in French (written and spoken); fluency in English is a strong asset.