Job Title: Administrative Services Supervisor
Responsible for supervising administrative
operations, coordinating office services, managing support staff, monitoring
service delivery, maintaining records, and ensuring efficient use of resources.
Requires a degree or diploma in Business Administration, Office Management, or
a related field. This is a full-time, on-site position based in Nairobi.
About the Role
As an Administrative
Supervisor, you’ll lead and develop administrative operations teams to deliver
consistent, efficient and customer-focused services. You’ll oversee day-to-day
operations, balance workloads and resources, and use operational insights to
improve productivity, quality and service levels.
You’ll also lead your team
through evolving ways of working, including changes driven by automation,
artificial intelligence and digital technology, while maintaining engagement
and service continuity.
Key
Responsibilities
Lead your
team to achieve agreed productivity, quality, service and customer satisfaction
outcomes through effective workload, inventory, capacity and priority
management.
Develop
employees through recruitment, onboarding, regular check-ins, coaching,
feedback, performance management, training, goal setting and career-development
discussions.
Lead
operational and technology-enabled change, building employee readiness through
clear communication, coaching and training while addressing adoption barriers.
Use
management reporting, operational data and business insights to identify risks,
guide decisions, optimize resources and improve service delivery.
Strengthen
relationships with internal and external stakeholders across locations to
support coordinated service delivery and operational improvement initiatives.
Resolve
operational escalations through root-cause analysis and corrective action,
while identifying and escalating quality issues, operational risks and control
gaps in line with applicable policies and procedures.
Promote
continuous improvement, automation and technology-enabled solutions, monitor
adoption and operational outcomes, support team engagement activities and
manage any allocated budget responsibly.
Qualifications
A
bachelor’s degree or equivalent relevant professional experience.
Experience
in an operational, administrative or customer/service environment, including a minimum of 2 years experience leading and
supervising teams.
Experience
managing productivity, quality and service-delivery KPIs, together with strong
planning, workload-management and prioritization skills.
Strong
analytical and problem-solving skills, with the ability to interpret
operational data, translate findings into action and manage operational
escalations.
Experience
supporting process improvement and organizational change, including the ability
to lead teams through uncertainty and evolving ways of working.
Experience
with continuous improvement, automation or operational transformation
initiatives.
Strong
stakeholder-management, influencing, written and verbal communication skills,
with fluency in English and the ability to engage teams across different
locations and cultures.
Skills
Soft
Skills
People
leadership, coaching and employee development
Employee
engagement and accountability
Customer
focus and results orientation
Stakeholder
management and influencing
Problem
solving and managing ambiguity
Clear
written and verbal communication
Collaboration
and global perspective
Change
and transformation leadership
Technical
/ Functional Skills
Operational
performance, workload and capacity management
KPI,
productivity, quality and service-level management
Data-driven
decision-making and operational reporting
Root-cause
analysis and continuous improvement
Understanding
of automation, artificial intelligence and digital transformation and their
impact on operational processes, employee roles and service delivery
Strong
working knowledge of Microsoft Excel, PowerPoint, Word and Outlook
Ability
and willingness to learn about emerging technologies and apply them responsibly
to operational challenges
Nice to
Have
Experience
leading teams across multiple countries or locations.
Experience
in healthcare, insurance, shared services or another high-volume operational
environment.
Experience
using data and operational metrics to drive performance decisions.
Experience
with operational systems, CRM platforms, dashboards or workflow-management
tools, or supporting automation, artificial intelligence, digital
transformation or other technology-enabled change initiatives. Additional
languages are also advantageous.
