Albert BREW

Elephant Healthcare is a SaaS provider in healthcare process digitization. Operations at Elephant Healthcare involve unlocking blockers to sales and adoption, rollout, training, and customer experience – working with a multi-cultural global team to serve a culturally diverse client base. As manager of operations for Ghana, I was responsible for

• Leading the core operations and customer success teams across different regions while maintaining a culture of respect, continuous personal learning & development and accountability across the team
• Improving operational efficiency by streamlining processes and implementing cost-saving measures thereby reducing TATs for project completion
• Conducting regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Working with the business development team in closing deals, winning bids, and coordinating high level stakeholder engagements for success
• Leading the rollout and efficient delivery (including technical needs assessments, trainings, onboarding, device management) of Elephant’s services and operations to our varied customers
• Establishing operational OKRs/KPIs and track success, frequently reviewing their effectiveness and managing team success through performance appraisals and upskilling
• Working with global leadership team to shape strategy and share best practices while owning the in-country success strategy
• Continuous innovation of on-system and off-system solutions to ensure customer satisfaction; effectively aligning customer needs with the wider company vision
• The technical reliability and success, including providing technical support to customers (covering software bugs, internet interruptions, system downtime, etc.) ensuring any issues are resolved rapidly and effectively
• Stakeholder management to ensure compliance with all company policies, government regulations and licenses that pertain to business operations, health, safety and the operations of our partners.

MicroEnsure (now MIC Global) is the world's leading provider of Microinsurance services, bringing insurance to the unserved and underserved through innovative product & process design and distribution in partnerships with Telcos, financial institutions and other market aggregators. I led operations in four African markets (Ghana, Nigeria, Tanzania and Malawi) - product and process design, activations, expansion and general operational responsibilities including;

• Establishing appropriate processes for the administration of aggregate insurance policy data for various partnerships and products
• Building and maintaining toolkits for managing the flow of operations processes (from onboarding to claims), and measurement of service levels
• Continuous review of service levels against performance of all partnerships to ensure adherence to service levels and exceeding partner and client expectations
• Continuous production and analyses of industry standard reports for leadership and stakeholders to inform on product performances, trends etc
• And to inform policy /product reviews
• Building and maintaining best practices across the business, while ensuring the standardization and perpetuity of same through reviews and team trainings
• Contributing to the design and building of systems and apps based on partnership /policy terms, service levels, user expectations and best practices
• Identifying ideal aggregators for partnerships and designing suitable and unique insurance products/packages for their client base
• Designing and managing the go-to-market strategies for various projects and partnership initiatives
• Overseeing the regulatory environment to ensure total compliance, including the production of regulators’ reports, filings, and drafting and/or reviewing of partnership documentation
• Managing the IT infrastructure of the company; including Servers and Computers, cabling and internet, ensuring that all systems are up and running, and all staff are well resourced to always work.

SEER Ghana is lead franchisee for South African based Computers-4-Kids, developers of an integrated curriculum for ICT education in basic schools. I led the team of developers and the company to;

• Localize the content (design and curriculum) for market fit in Ghana
• Design go-to-market strategy; build suitable sales decks, and trained Sales Reps for pitch; setting up structures for providing appropriate technical support
• Stratify the market, identify hot leads while at the same time winning the company its first contracts for ease of sales referrals and market penetration.

Lesita is a medium scale general construction service provider with service range from the supply of materials to the actual construction of homes and related land sale services. As ABDM, I;

• Conducted market/product research for expected trends in products and services
• Supervised projects to ensure customer preferences and deadlines were adequately met
• Liaised with partners and clients to report on projects, addressing all client concerns and interests
• Prepared central short-term budgets and project plans
• Managed all assets and logistics including procurement and maintenance
• Managed the IT infrastructure and devices for all staff.

The Port of Tema is Ghana’s leading and premier harbour for import and export activities. As Operations Support Officer, I was responsible for;

• Preparing necessary documentation to effect the movement of shipping containers between different terminals
• Conducting physical counts and prepared daily stock reports of both laden and empty shipping containers
• Calculating and preparing Empty Containers Rent Days Report and Invoices for various shipping lines
• Performing other ad-hoc administrative duties, as and when assigned.