Head of Operations

About the Role

Job Title: Head of Operations Department: Operations Reports To: Chief Operating Officer (COO) Direct Reports: • Installation & Field Operations Manager • Operations Officers • Operational Support Teams • Other personnel as may be assigned Role Overview: You will be responsible for the end-to-end operationalization of the Company's Energy Technology & Intelligence mandate, ensuring the seamless execution, reliability, scalability, and continuous improvement of Tango Brook's operational ecosystem across Fuel Card Services, Fleet Management Solutions, Payment Infrastructure, GenVault Solutions, Telemetry, Supply Chain Operations, and Strategic Partner Networks. The role serves as the operational bridge between Executive Management and frontline execution, translating strategic business objectives into efficient operational processes and ensuring that product innovation successfully transitions into consistent customer delivery. This is a highly execution-focused and cross-functional leadership role requiring close collaboration with Engineering, Product, Customer Experience, Sales, Finance, Supply Chain, Compliance, and external strategic partners. Key Responsibilities 1. Operational Leadership & Team Management • Provide strategic leadership for the Company's Operations function. • Directly supervise the Installation & Field Operations Manager and other operational teams. • Lead nationwide deployment, installation, maintenance, and operational support activities. • Build, develop, and scale a high-performing operations team capable of supporting business growth. • Foster a culture of operational excellence, accountability, safety, and continuous improvement. • Establish operational goals and monitor departmental performance against agreed KPIs. • Promote a strong Quality Assurance culture across all operational activities. 2. Operational Strategy & Process Excellence • Develop and implement operational strategies aligned with the Company's business objectives. • Design, review, standardize, and continuously improve Standard Operating Procedures (SOPs). • Optimize operational workflows across deployments, maintenance, incident management, and service delivery. • Lead automation and operational efficiency initiatives. • Identify operational bottlenecks and implement sustainable corrective actions. 3. Deployment & Infrastructure Management • Oversee end-to-end deployment of hardware and technology solutions at customer locations. • Ensure successful implementation of fleet management devices, sensors, telemetry equipment, and related infrastructure. • Coordinate site assessments, installation scheduling, commissioning, and post-installation support. • Ensure every deployment delivers the promised visibility, control, and operational intelligence to customers. • Drive first-time-right installation standards across all deployment projects. 4. Product Operations & Service Delivery • Ensure operational excellence across: o Tango Fuel Card o Fleet Management Platform o GenVault Solutions o Payment Infrastructure o Telemetry Services o Energy Intelligence Solutions • Ensure centralized business wallet operations and bulk funding mechanisms operate efficiently. • Coordinate with Engineering and Product teams to ensure accurate, real-time operational data flows into customer dashboards. • Monitor platform performance, uptime, and service reliability. • Lead resolution of systemic operational issues impacting service delivery. 5. Supply Chain, Inventory & Partner Management • Manage procurement, warehousing, inventory, and deployment of Tango hardware devices. • Maintain optimal inventory levels to eliminate stock-outs for critical projects. • Establish inventory governance and asset accountability. • Develop and manage strategic relationships with: o Fuel Station Networks o Diesel Suppliers o Telecommunications Providers o Payment Processors o Logistics Partners o Equipment Vendors o Other operational partners • Ensure vendor performance meets agreed Service Level Agreements (SLAs). 6. Customer Experience & Service Excellence • Ensure exceptional operational service delivery throughout the customer lifecycle. • Improve deployment speed and operational responsiveness. • Monitor customer satisfaction metrics and service quality. • Reduce repeat operational incidents through preventive maintenance and root-cause analysis. • Partner with Customer Experience teams to improve overall customer outcomes. 7. Compliance, Governance & Risk Management • Ensure compliance with all applicable regulatory requirements, company policies, and operational standards. • Implement internal controls to reduce operational, financial, and technology risks. • Develop systems that minimize fuel fraud, wastage, asset loss, and operational leakage. • Maintain audit readiness across operational processes. • Drive compliance with ISO standards and other applicable quality management frameworks. 8. Financial & Performance Management • Prepare and manage departmental budgets. • Optimize operational expenditure without compromising service quality. • Improve operational efficiency and profitability. • Track operational performance using dashboards and data analytics. • Present periodic operational reports to Executive Management. 9. Cross-Functional Leadership • Work closely with Engineering to resolve systemic technical issues. • Support Finance with reconciliation, reporting, and operational compliance. • Collaborate with Product, Sales, Customer Experience, and Technology teams to improve service delivery. • Lead operational readiness for new product launches. Key Performance Indicators (KPIs) A. Operational Excellence – The Engine • 100% implementation and staff adoption of SOPs across Fuel Card, Fleet Management, GenVault, and other operational product lines. • Reduction in Mean Time to Resolve (MTTR) field-level incidents. • Minimum 98% SLA compliance for operational response and resolution. • Service uptime meeting agreed business targets. • Improvement in operational turnaround times. • Increase in deployment efficiency and productivity. • Reduction in operational process bottlenecks. B. Quality, Compliance & Risk – The Shield • 100% compliance with ISO and internal operational standards. • Zero major audit non-conformities. • First-Time-Right Installation Rate exceeding agreed targets. • Greater than 99% inventory and asset accuracy. • Zero critical operational compliance breaches. • Reduction in operational risk exposure. • Reduction in fuel fraud, wastage, and operational leakage. C. Customer Experience – The Value • Reduced deployment cycle from contract execution to customer go-live. • Improved First-Time Fix Rate. • Improved Customer Experience (CX) and Customer Satisfaction (CSAT) scores. • Increased client retention and subscription renewals. • Reduction in customer complaints relating to deployments and operational support. D. Financial Performance – The Bottom Line • Reduction in operational cost per transaction. • Optimization of deployment and maintenance costs. • Measurable reduction in internal operational waste. • Documented reduction in client fuel leakage and fraud. • Improved operational contribution to overall business profitability. Qualifications • BSc./HND in Engineering, Operations Management, Business Administration, Supply Chain Management, Information Technology, or a related discipline. • MBA or Masters degree is an added advantage. • Relevant professional certifications (PMP, PRINCE2, Lean Six Sigma, ISO Lead Auditor, CILT, or equivalent) will be an advantage. Experience • Minimum of 8–10 years of progressive operational management experience. • At least 5 years in a senior management role. • Demonstrated experience managing technology-enabled operations, field service operations, logistics, or energy-related operations. • Proven experience leading cross-functional teams and large-scale operational deployments. Core Competencies Technical Competencies • Operations Management • Strategic Planning • Field Operations • Process Improvement • Supply Chain Management • Asset & Inventory Management • Service Delivery • Project Management • Budget Management • Risk & Compliance • Data Analytics • ERP and Business Systems Behavioural Competencies • Strategic Leadership • Execution Excellence • Analytical Thinking • Decision-Making • Problem Solving • Communication • Collaboration • Negotiation • Customer Focus • Accountability • Innovation • Integrity • Resilience • Results Orientation