Operations Manager at Elvaridah

Job Summary

• In this role, you are to ensure the smooth running of the company on a day-to-day basis. You are to oversee the operations of all departments and employees in the company and ensure that every employee performs in line with the company’s expectations. 
• You are also to ensure customer satisfaction: customers’ orders are taken and deadlines for collection are met, solve customers’ complaints, mediate on staff issues, and ensure the company operates at maximum efficiency.
• The Operations Manager will be responsible for overseeing the daily operations of the company. This role requires a dynamic leader who can optimize processes, manage staff, and ensure timely delivery of products and services. 
• The Operations Manager will also ensure compliance with statutory regulations, and smooth coordination between internal and external stakeholders.

Responsibilities
Strategy:

• Recommend strategies and advise the CEO on issues that pertain to the development of the company.
• Actively pursue the company’s strategic and operational objectives
• Work closely with the management team to develop long-term operational strategies aimed at efficiency, customer satisfaction, and profitability.

Operations:

• Ensure operational activities remain on time and within a defined budget.
• Oversee production schedules to meet client demands
• Collaborate with the customer service team to ensure timely responses to customer inquiries and complaints, ensuring customer satisfaction at every step.
• Manage delivery schedules, coordinating with drivers and logistics partners to ensure on-time, efficient deliveries.
• Implement data collection methods for operational metrics, aiming to reduce errors and increase service excellence.
• Develop, review, and improve operational policies and procedures to enhance overall business performance.
• Supervise cross-functional support teams and collaborate to improve tools and systems for increased business efficiency.
• Maintain constant communication with management, staff, and external stakeholders.
• Work with HR and Admin teams to ensure periodic performance appraisals and continuous staff development.

Customer Service and Delivery:

• Oversee the order fulfilment process to ensure that orders are accurately processed and dispatched on time.
• Ensure the customer service team responds to emails, calls, inquiries, feedbacks and complaints promptly.
• Handling other external issues directed from the customer service team with a customer-first mindset.
• Deliver results and meet customer expectations by following up on customers to get feedback on post service delivery
• Address any customer complaints or issues directly, ensuring problems are resolved swiftly and to the customer’s satisfaction.
• Manage relationships with delivery drivers and set clear expectations for delivery timelines.
• Ensure the effective allocation of personnel to meet daily operational requirements.

Administration:

• Manage and oversee the daily operations of the company ensuring orders are accurately processed, fulfilled and dispatched on time.
• Ensure the customer service team responds to emails, calls, and inquiries promptly, with a customer-first mindset.
• Address any customer complaints or issues directly, ensuring problems are resolved swiftly and to the customer’s satisfaction.
• Manage relationships with delivery drivers and set clear expectations for delivery timelines.
• Ensure the effective allocation of personnel to meet daily operational requirements.
• Manage and oversee the activities of the customer service officials, decorators, bakers, drivers, and other support staff.
• Manage Costing of the menu and other product pricing for the company.
• Manage the procurement process of all office essentials and stock keeping for all products.
• Ensure proper replenishment of stock. No item should be out of stock.
• Monitor inventory and ensure zero waste
• Coordinate all repairs and delegate tasks to other employees ensuring a timely turn around time.
• Coordinate daily activities and facilitate communication between employees.
• Handle external and internal communication of the company. Attend business meetings, events, and functions on behalf of the MD.
• Manage all events for the company and supervise support staff. Ensuring calendars are prepared for key events, and ensure events run smoothly.
• Promote and market the company’s products.
• Recommend strategies and advise the MD on issues that pertain to the development of the company. Perform other duties as assigned by the MD.

Reporting:

• Track and review production data and key performance indicators across departments.
• Compile and present monthly reports on key operations such as production, finance, staffing, and customer service performance.
• Regularly review reports from production, events, and customer service teams to ensure alignment with company goals.

Compliance:

• Ensure the company’s activities comply with legal, regulatory, and financial directives.
• Monitor adherence to human resource and safety compliance standards.
• Maintain compliance with all company policies and procedures, including data security and customer privacy protocols.
• Perform all other operations and organisational-related duties as assigned by the CEO.

Requiremets / Skills
Technical Skills:

• Strong business acumen and knowledge of operational processes.
• Ability to create and manage budgets effectively.
• Proficiency in accounting procedures and financial reporting.
• Experience in using performance metrics to assess operational efficiency.
• Strong knowledge of inventory management, supply chain, and logistics.
• Knowledge of customer relationship management (CRM) tools is an added advantage.

Soft Skills:

• Leadership abilities with a hands-on approach to problem-solving.
• Excellent communication skills, both written and verbal.
• Exceptional organizational skills with strong attention to detail.
• Strong analytical thinking and problem-solving capabilities.
• Proven ability to manage time effectively, meet deadlines, and handle stressful situations.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.

Education and Experience:

• B.Sc./M.Sc. in a business-related field.
• Minimum of 6 years of relevant experience in operations management, preferably in retail or food manufacturing.
• Master’s degree in Business Administration (MBA) is an added advantage.
• Experience in managing customer service teams and logistics operations is compulsory.
• Management certification (e.g., PMP, Six Sigma) is an advantage.

Behavioral Competencies:

• High level of confidentiality, tact, and discretion when dealing with sensitive information.
• Strong initiative and creativity in solving operational challenges.
• Confidence and assertiveness in managing relationships with clients, suppliers, and internal stakeholders.
• Willingness to work flexible hours, including weekends, to meet operational demands.
• Ability to manage the flow of people, products, and business processes in a seamless and efficient manner.