Operations Lead

Smart Applications International Ltd is an ICT company specializing in cutting-edge technological solutions for the healthcare, insurance, and public sectors. The group develops advanced systems for digitizing access to healthcare, managing medical schemes, and automating processes through biometric technologies and platforms such as Medismart, SmartHealth+, and Smart Analytics. Present in 15 African countries, Smart serves millions of beneficiaries across thousands of public and private institutions. The Mauritian subsidiary is entering its commercial launch phase, aiming to rapidly structure and grow revenue in the local market.

The position involves leading operations and ensuring the smooth functioning of operational support, guaranteeing system availability anywhere and anytime, while exceeding Smart stakeholders’ expectations, meeting customer experience (CX) objectives, and driving profitability. The role also requires strong knowledge of Smart products, including a deep understanding of the systems, services, and solutions offered, to effectively deploy them, train teams, and assist users.

Main Duties & Responsibilities:

• Develop and update training programs for all Smart systems.

• Coordinate and deliver periodic technical training sessions for department agents.

• Create and update the technical support procedure guide for agents.

• Provide technical assistance to agents for escalated issues.

• Build a database of all technical issues within Smart systems and CSS operations.

• Test new systems and versions and confirm proper functioning prior to deployment.

• Identify knowledge gaps and propose appropriate training programs.

• Act as the liaison with the technology function on technical matters.

• Collect, compile, and submit system modification requests to the development/project team.

• Develop user guides for Smart service provider systems and technical operations.

• Lead initiatives to enhance innovation and operational efficiency.

• Provide necessary technical support to field agents.

• Organize meetings to assess Smart systems’ performance across all healthcare providers.

• Consolidate and periodically report feedback on system acceptance, required improvements, and challenges across installed sites.

• Manage client requests in line with service standards and Smart’s brand values.

• Fully support the development and implementation of solutions.

• Consolidate and maintain up-to-date provider information required for Smart system operations.

• Clearly communicate any technical changes and system updates within the CSS department.

• Be responsible for NPS (Net Promoter Score) and CSAT (Customer Satisfaction).

• Build strong relationships with partners and clients.

• Ensure operational excellence and accurate reporting.

• Adopt a Kaizen approach in operations.

• Provide support and issue resolution to clients and partners.

• Perform any other support-related tasks assigned by the supervisor.