Head of Business Support Services at Tek Experts

Tek Experts provides the services of a uniquely passionate and expert workforce that takes intense pride in helping companies manage their business operations. We care about the work we do, the companies we partner with and the customers they serve.

We are recruiting to fill the position below:

Job Title: Head of Business Support Services

Req ID: 2025-17171
Location: Victoria Island, Lagos
Job Type: Full-time
Category: Human Resources

Job Overview

• We’re seeking a Head of Business Support Services to lead TeKnowledge’s Business Support Services in Nigeria, ensuring efficient, compliant, and scalable delivery of HR, Talent Acquisition, and additional services as the function grows and matures.
• This role will focus on driving operational excellence, governance, and continuous improvement through standardization, innovation, technology, and talent development.
• The Head of Business Support Services will play a pivotal role in shaping the future of TeKnowledge’s global support model, enabling business growth while ensuring cost efficiency, compliance, and service quality.
• At TeKnowledge, your work makes an impact from day one. We partner with organizations to deliver AI-First Expert Technology Services that drive meaningful impact in AI, Customer Experience, and Cybersecurity.
• We turn complexity into clarity and potential into progress—in a place where people lead and tech empowers.
• You’ll be part of a diverse and inclusive team where trust, teamwork, and shared success fuel everything we do.
• We push boundaries, using advanced technologies to solve complex challenges for clients around the world.
• Here, your work drives real change, and your ideas help shape the future of technology.
• We invest in you with top-tier training, mentorship, and career development—ensuring you stay ahead in an ever-evolving world.

Responsibilities

• Strategic Leadership & Governance
  • Define and execute the strategic roadmap for Business Support Services in Nigeria.
  • Establish governance frameworks ensuring compliance, risk management, and operational resilience, with a strategy to digitalize and automate as we grow and mature.
  • Align functional service delivery with Business Support Services’ strategy and standards.
  • Drive transformation programs to enhance scalability, agility, and cost-effectiveness.
• Service Delivery & Operational Excellence
  • Oversee end-to-end service delivery across HR, Talent Acquisition, and additional services as they are added.
  • Ensure adherence to SLAs, KPIs, and compliance requirements.
  • Standardize processes across countries and business units where appropriate, driving efficiency and transparency.
  • Lead audit readiness, reporting, and regulatory compliance.
• Innovation & Continuous Improvement
  • Foster a culture of innovation across Business Support Services, embedding continuous improvement as a core value.
  • Champion workflow automation, RPA, and AI to streamline and optimize processes.
  • Identify opportunities to reduce cost-to-serve, increase efficiency, and enhance employee and customer experience.
  • Benchmark against leading BSS/GBS/Shared Services practices to ensure TeKnowledge remains at the forefront of BSS innovation.
• Technology & Process Optimization
  • Drive adoption of ERP platforms (e.g., Microsoft Dynamics 365) and digital enablement tools.
  • Partner with IT to ensure system integration, data integrity, and business continuity.
  • Leverage analytics and insights to inform decision-making and performance management.
• People Leadership & Development
  • Build and lead a high-performing Business Support Services team.
  • Foster a culture of accountability, service excellence, and continuous learning.
  • Implement structured onboarding, capability building, and succession planning.
  • Promote diversity, equity, and inclusion within the BSS workforce.
• Stakeholder Engagement & Reporting
  • Act as the senior point of contact for business leaders and global stakeholders.
  • Provide insights and reporting on performance, risks, and strategic initiatives.
  • Manage the BSS budget, ensuring cost control and measurable value delivery.
  • Resolve escalations and drive integrated, customer-focused solutions.

Requirements

• Qualifications
  • Bachelor’s Degree in Business Administration, Finance, HR, Operations, or a related field (Master’s preferred).
  • 10 – 15 years of experience in Business Support Services, BPO, or operational leadership.
  • At least 5 years in a senior BSS/GBS/Shared Services leadership role (preferred).
  • Track record in setting up, scaling, or transforming Business Support Services operations, preferably in emerging markets.
  • Strong knowledge of compliance, risk management, and service governance.
  • Proficiency with ERP platforms (Microsoft Dynamics 365 preferred) and automation/AI-enabled tools.
  • Proven success leading cross-functional, multicultural teams.
  • Migration experience.
  • ITSM / Ticketing experience for managing inbound volumes, resourcing and queue management.
  • BI and data visualization experience to create relevant dashboards.
  • Passionate about customer experience and service excellence.
• Skills & Competencies
  • Strategic and operational leadership.
  • Governance, risk, and compliance management.
  • Process standardization and continuous improvement.
  • Innovation, workflow automation, and AI enablement.
  • Change and transformation leadership.
  • Stakeholder influence and collaboration.
  • Talent development and people leadership.
  • English: Professional level.
  • Local language: Professional level.

Application Closing Date
Not Specified.