Back Office Manager

About the role

We are looking for a Back Office Manager to lead the end‑to‑end lifecycle of our facility management services. The role combines operations oversight, help‑desk supervision, HR governance, logistics coordination and procurement management to ensure seamless service delivery and high customer satisfaction.

Key responsibilities

• Coordinate client onboarding, issue service tickets and track progress in collaboration with Business Development.
• Supervise the Help Desk team, enforce SLA compliance and monitor ticket lifecycle to maintain elevated customer satisfaction.
• Define and map Service Level Agreements for each service line and conduct deep‑dive analyses of customer feedback.
• Develop and maintain competency frameworks, oversee employee onboarding, job analysis and annual training plans.
• Plan and secure cash payroll logistics, establish security protocols and manage risk for cash handling across remote sites.
• Lead procurement of client‑specific materials, negotiate with vendors, issue purchase orders and ensure timely delivery.
• Reconcile procurement costs with client accounts, support accurate invoicing and transparent financial reporting.
• Monitor corrective and preventive maintenance processes and manage key performance indicators for continuous improvement.

Required profile

• Proven experience in operations or back‑office management within a multi‑disciplinary environment.
• Strong understanding of SLA management, help‑desk supervision and customer satisfaction analysis.
• Experience in HR processes such as competency mapping, onboarding and training development.
• Knowledge of logistics, cash handling security procedures and procurement best practices.
• Analytical mindset with ability to interpret performance data and drive process improvements.

Required skills

• Ticketing system management
• Service Level Agreement (SLA) monitoring
• Procurement and vendor management
• Logistics coordination and cash handling security
• Data analysis and KPI reporting