Operations Manager

Job Summary

On behalf of our client, we are seeking an experienced Operations Manager to ensure the efficient and effective management of multiple business lines, including retail, service, and hospitality operations. The role is responsible for overseeing day-to-day operations, customer service, logistics, and interdepartmental coordination to achieve operational excellence, customer satisfaction, and alignment with strategic goals.

Key Responsibilities

Operational Management

• Oversee daily operations across retail shops, service outlets, and property management.
• Monitor and optimize workflows, ensuring compliance with operational standards.
• Implement and enforce operational policies, health/safety regulations, and service quality benchmarks.

Team Leadership

• Supervise and mentor operational teams, including area supervisors, coordinators, and customer-facing staff.
• Conduct training, performance evaluations, and staffing decisions in collaboration with HR.

Performance Monitoring

• Develop and track KPIs such as turnaround time, customer satisfaction, and revenue.
• Analyze operational data to identify inefficiencies and implement improvements.
• Prepare and present regular performance reports to senior management.

Interdepartmental Coordination

• Liaise with production, marketing, finance, and general services teams to align operations with organizational objectives.
• Ensure effective coordination of logistics, facility management, and service delivery.

Customer Experience

• Handle escalated customer concerns and ensure consistent service standards.
• Implement customer feedback systems to improve satisfaction.

Compliance & Risk Management

• Ensure adherence to organizational policies, industry standards, and local regulations.
• Proactively manage operational risks including equipment, staffing, and service disruptions.

Qualifications & Skills

• Bachelor’s degree in Business Administration, Operations Management, or a related field (Master’s degree is a plus).
• Minimum of 5 years of experience in operations management, preferably in retail, hospitality, or service industries.
• Proficiency in ERP systems, KPI tracking tools, and Microsoft Office.
• Strong leadership and people management skills.
• Excellent problem-solving, analytical, and communication abilities.
• Adaptability to oversee diverse business lines.

Skills Required:

• Sales / Marketing / Business / Management