Senior Manager - Strategy, Administration & Customer Experience

About this role

A senior role overseeing strategy and performance, administration and customer experience for Intersect Consortium in Lagos, focusing on OKR implementation, administrative systems and customer service standards across the organisation. The position supports multiple pillars including strategy, operational administration and client experience within the mental health sector.

What you would do

• Lead OKR implementation and coordinate strategic planning.
• Develop and track key results and management reports.
• Improve administrative systems and workflows; ensure deadlines are met.
• Support leadership with organised coordination and UK clinic needs.
• Establish customer-service standards and monitor client experience.
• Develop SOPs, train staff on customer service, and address recurring issues.

What they are asking for

• Experience in strategy planning and performance management (OKRs).
• Background in administration with systems development and workflow coordination.
• Experience in customer service management and process improvement.
• Ability to produce reports and manage cross-department collaboration.
• Familiarity with patient/client experience improvement initiatives.
• Experience in the mental health or healthcare sector is advantageous.

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