Our client, a fast-growing culinary company, is looking to hire an Operations Manager who 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.
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.
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 turnaround 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.
Qualifications
- B.Sc./M.Sc. in a business-related field.
- Master’s degree in Business Administration (MBA) is an added advantage.
- Minimum of 6 years of relevant experience in operations management, preferably in retail or food manufacturing.
- Experience in managing customer service teams and logistics operations is compulsory.
- Management certification (e.g., PMP, Six Sigma) is an advantage.
- Knowledge of customer relationship management (CRM) tools is an added advantage.
- Strong business acumen and knowledge of operational processes.
- Proficiency in accounting procedures and financial reporting.
- Experience in using performance metrics to assess operational efficiency.
- Ability to create and manage budgets effectively.
- Strong knowledge of inventory management, supply chain, and logistics.
Must have skills
- Strong initiative and creativity in solving operational challenges.
- Ability to multitask and prioritize responsibilities in a fast-paced environment.
- Leadership abilities with a hands-on approach to problem-solving.
- Strong analytical thinking and problem-solving capabilities.
- Excellent communication skills, both written and verbal.
- Exceptional organizational skills with strong attention to detail.
- Proven ability to manage time effectively, meet deadlines, and handle stressful situations.
go to method of application ยป
Our client, a fast-growing culinary company, is looking to hire a Customer Service Manager who will be responsible for overseeing all aspects of the customer service team, managing the customer service function to ensure exceptional client experiences.
This role requires a highly organized, people-oriented individual who can manage the team and serve as the primary liaison between the organization and its clients coordinating the team to ensure seamless execution and client satisfaction.
This role involves handling inquiries, managing schedules, coordinating with vendors, and supporting operational tasks related to logistics.
Responsibilities
CUSTOMER SERVICE
- Respond to emails and inquiries in a timely and professional manner.
- Handle orders and client requests, ensuring accuracy and responsiveness.
- Oversee the team management, ensuring all processes are well managed and functional.
- Prepare and manage the customer service department weekly calendar, scheduling tasks for efficient workflow.
- Oversee the customer service team to ensure all inquiries, complaints, and requests are handled professionally and promptly.
- Develop and implement customer service policies, standards, and procedures.
- Monitor and evaluate team performance, setting KPIs to maintain high service levels.
- Handle escalated customer issues and resolve conflicts effectively.
- Gather and analyze customers’ feedback to improve services and customer satisfaction.
LEADERSHIP AND TEAM COORDINATION
- Manage and supervise the customer service team.
- Provide regular coaching, feedback and support to enhance the team’s performance.
- Coordinate cross-functional collaboration with other teams leads to meet customers’ expectations.
- Maintain clear and organized records of orders and delivery schedules to support operations.
REPORTING & ADMINISTRATION
- Prepare regular reports on departmental activities.
- Compile a monthly summary of client feedback, complaints and administrative achievements.
- Maintain accurate records of client interactions, service issues, and conflict resolutions.
- Prepare and present regular reports on customer satisfaction and team performance.
- Ensure compliance with all relevant company policies, safety regulations, and legal requirements.
Qualifications
- Bachelor’s degree in Business Administration, Hospitality, Communications, or related field.
- Minimum of 3–5 years of experience in customer service team management, preferably in a supervisory or managerial role.
- Proficient in Microsoft Office and customer service software (e.g., CRM systems).
- Ability to work flexible hours, including evenings and weekends, depending on schedules.
- Proficient in budgeting, scheduling, and invoicing.
- Familiarity with calendar planning, team coordination and good customer service.
- Strong knowledge of CRM, Microsoft Office Suite and administrative tools.
Must have skills
- Client-focused mindset.
- Crisis management and problem-solving.
- Attention to details.
- Team leadership.
- Time and resource management.
- Strong presentation and negotiation skills
- Strong written and verbal communication abilities.
- Excellent organisational skills and attention to details.
- Ability to manage multiple priorities and deadlines.
- Adaptability and problem-solving skills.
- Good team management.
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