Main Function
- The Operations Manager will oversee the daily operational performance of the organization’s multiple business units, including education, hospitality, media, space creation, as well as, interior design and construction.
- The role ensures that all units operate efficiently, profitably, and in compliance with company standards and policies.
- The ideal candidate will be an organized, results-driven professional with strong leadership, analytical, and problem-solving skills.
- They will play a key role in optimizing processes, coordinating teams, and driving continuous improvement across business operations.
Role Responsibilities
Operational Leadership:
- Manage and coordinate daily activities across all operational units to ensure smooth business performance.
- Implement operational strategies and ensure alignment with overall business objectives.
- Supervise operations staff and department heads to ensure efficiency, quality, and service consistency.
- Review operational workflows regularly and recommend improvements for efficiency and cost reduction.
Performance Management:
- Monitor performance metrics across all business units (sales, production, customer service, and logistics).
- Analyze data and prepare operational reports to track performance against set KPIs and targets.
- Identify underperforming areas and initiate corrective actions to improve results.
- Support strategic planning and budget execution for each unit.
Resource and Process Optimization:
- Ensure optimal allocation of human and material resources to meet operational goals.
- Develop and enforce Standard Operating Procedures (SOPs) for all business units.
- Oversee procurement, inventory, and logistics management to reduce wastage and maintain adequate stock levels.
- Support automation and digitalization of operational processes for better efficiency.
Quality Assurance and Customer Experience:
- Maintain consistent quality standards across all operational units.
- Ensure prompt and professional resolution of customer complaints and service-related issues.
- Conduct routine inspections and evaluations to maintain operational and service excellence.
- Promote a strong culture of customer service among all frontline employees.
Compliance, Health & Safety:
- Ensure compliance with company policies, safety standards, and industry regulations.
- Oversee environmental, safety, and health (EHS) programs to ensure workplace safety.
- Conduct regular audits to assess operational risk and enforce compliance with statutory requirements.
Team Leadership and Development:
- Provide leadership, direction, and motivation to the operations team.
- Work with HR to identify training needs and ensure regular capacity-building programs.
- Build and maintain a high-performance culture focused on accountability, teamwork, and continuous improvement.
- Conduct performance appraisals and enforce disciplinary procedures where necessary.
Financial and Administrative Oversight:
- Support preparation and management of operational budgets and forecasts.
- Monitor expenses and ensure adherence to cost control measures.
- Authorize operational purchases and expenditures within approved limits.
- Ensure timely submission of reports and documentation to senior management.
Stakeholder and External Relations:
- Coordinate with suppliers, service providers, and regulatory bodies to support smooth operations.
- Represent the company in operational meetings and external engagements when required.
- Support business development initiatives through efficient operational alignment.
Experience / Qualification
- Bachelor’s Degree or HND in Business Administration, Operations Management, Engineering, or related discipline.
- Professional certifications (e.g., PMP, Lean Six Sigma, or ISO-related training) will be an added advantage.
- 6–10 years experience in operations or general management, preferably in education, hospitality, media, space creation, as well as, interior design and construction.
- Proven record of managing multi-site operations or high-volume business environments.
Competencies/Skills:
Leadership and People Management:
- Leadership and People Management
- Strong leadership skills with the ability to manage cross-functional teams.
- Excellent communication and interpersonal skills for team coordination and stakeholder management.
Operational and Analytical Skills:
- Deep understanding of business operations, process management, and performance improvement techniques.
- Strong data analysis, reporting, and problem-solving abilities.
Financial Acumen:
- Good knowledge of budgeting, cost control, and resource optimization.
- Ability to interpret financial reports and translate insights into operational strategies.
Customer Service Orientation:
- Commitment to maintaining high-quality service standards and customer satisfaction.
- Proactive in identifying and resolving customer and operational challenges.
Adaptability and Integrity:
- High ethical standards, transparency, and professionalism.
- Ability to work in a fast-paced environment with competing priorities..
Behavioural Qualities/Other Competences:
- High level of emotional intelligence in difficult circumstances with dedication to sustain performance, particularly when under pressure
- Proactive identification of inefficiencies and ability to multitask
- Attention to detail and tech savviness
- Problem-solving and decision-making aptitude
- Cultural awareness
- Strong work ethics and reliability
- Experience in working with high-profile clientele.
- Familiarity with property management systems (PMS) and other hotel management software.
- Knowledge of local and international tourism trends.
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