About the Company

ION PLUS TECHNOLOGY ltd is an established Rwandan technology company providing enterprise software platforms to educational institutions and financial service providers. Our solutions support student management, digital payments, reconciliation, and institutional operations.

With a growing client portfolio and upcoming product expansion, the company is strengthening its operational structure to support scale and service excellence.

Position Summary

We are recruiting an experienced Operations Manager to lead and professionalize internal operations as the company enters its next growth phase.

The successful candidate will coordinate operational activities, implement structured workflows, improve service delivery, and support consistent, high-quality customer experience across all company products and services.

Key Responsibilities

Operational Management

• Design and implement standard operating procedures (SOPs)
• Structure internal workflows across support, deployments, and onboarding
• Implement and manage a customer support/ticketing system
• Improve operational efficiency and service reliability

Team Coordination

• Coordinate daily activities of technical and support teams
• Establish reporting routines and performance tracking
• Organize regular operational review meetings
• Ensure adherence to internal processes and timelines

Customer Service Quality

• Monitor handling of support requests
• Establish service response timelines (SLA)
• Standardize customer communication practices
• Coordinate incident communication when necessary

Monitoring & Reporting

• Produce periodic operational performance reports
• Track support response times, issue resolution, and service quality
• Identify recurring operational challenges and propose improvements

Business Support

• Coordinate onboarding and deployments for new clients
• Maintain internal documentation and records
• Collaborate with finance on subscription follow-ups and service activation

Qualifications

• Bachelor’s degree in Business Administration, Management, Information Systems, or related field
• 4–6+ years professional experience
• Experience in a structured environment (bank, telecom, IT services, or similar organization)
• Strong written and spoken English
• Demonstrated organizational and coordination ability
• Ability to supervise and enforce operational processes

Preferred Experience

• Service delivery management
• IT operations or SaaS environment
• Implementation of procedures or internal systems
• Project coordination

Key Competencies

• Structured and analytical thinking
• Strong organizational discipline
• Professional communication
• Initiative and accountability
• Ability to work independently

• Design and implement standard operating procedures (SOPs)
• Structure internal workflows across support, deployments, and onboarding
• Implement and manage a customer support/ticketing system
• Improve operational efficiency and service reliability
• Coordinate daily activities of technical and support teams
• Establish reporting routines and performance tracking
• Organize regular operational review meetings
• Ensure adherence to internal processes and timelines
• Monitor handling of support requests
• Establish service response timelines (SLA)
• Standardize customer communication practices
• Coordinate incident communication when necessary
• Produce periodic operational performance reports
• Track support response times, issue resolution, and service quality
• Identify recurring operational challenges and propose improvements
• Coordinate onboarding and deployments for new clients
• Maintain internal documentation and records
• Collaborate with finance on subscription follow-ups and service activation

• Structured and analytical thinking
• Strong organizational discipline
• Professional communication
• Initiative and accountability
• Ability to work independently

• Bachelor’s degree in Business Administration, Management, Information Systems, or related field
• 4–6+ years professional experience
• Experience in a structured environment (bank, telecom, IT services, or similar organization)
• Strong written and spoken English
• Demonstrated organizational and coordination ability
• Ability to supervise and enforce operational processes
• Service delivery management
• IT operations or SaaS environment
• Implementation of procedures or internal systems
• Project coordination