Job Description: Manager – Operations

Position Overview

The Manager – Operations is responsible for overseeing and optimizing day-to-day business operations to ensure efficient workflows, consistent service delivery, productivity, regulatory compliance, and achievement of organizational objectives. The role involves managing operational teams, monitoring performance, improving processes, coordinating with cross-functional stakeholders, and ensuring that operational activities are completed within defined quality, cost, and timeline standards.

The ideal candidate will demonstrate strong leadership, analytical, planning, problem-solving, and communication skills, with the ability to manage multiple priorities in a fast-paced business environment.

Key Responsibilities

Operations Management

• Manage and supervise daily operational activities to ensure smooth, timely, and efficient execution.
• Establish operating procedures, workflows, service standards, and performance expectations for the team.
• Monitor operational capacity, resource utilization, productivity, turnaround times, and service quality.
• Ensure that all activities are performed in accordance with approved policies, processes, and organizational standards.
• Identify operational risks and implement appropriate controls and mitigation measures.

Team Leadership and People Management

• Lead, motivate, coach, and develop operations staff to achieve individual and team objectives.
• Allocate responsibilities and resources based on business priorities and operational requirements.
• Set performance goals, conduct regular reviews, and provide constructive feedback.
• Identify training needs and support the development of employees through effective learning initiatives.
• Promote accountability, teamwork, professionalism, and a customer-focused work culture.

Process Improvement

• Review existing processes to identify inefficiencies, bottlenecks, duplication, and opportunities for improvement.
• Implement process enhancements that improve productivity, reduce operating costs, strengthen controls, and enhance service delivery.
• Support the development and maintenance of standard operating procedures and process documentation.
• Use operational data and performance trends to recommend practical and sustainable improvements.
• Drive continuous improvement initiatives in collaboration with relevant departments.

Performance Monitoring and Reporting

• Define and track key performance indicators and operational metrics.
• Prepare regular operational reports, dashboards, and management updates covering productivity, quality, costs, service levels, and key issues.
• Analyze performance variances and develop corrective and preventive action plans.
• Present operational insights and recommendations to senior management.
• Maintain accurate and timely operational records and documentation.

Stakeholder and Cross-Functional Coordination

• Collaborate with departments such as Finance, Human Resources, Sales, Customer Service, Technology, Procurement, and Compliance.
• Coordinate the resolution of operational issues, service concerns, escalations, and interdepartmental dependencies.
• Maintain effective communication with internal and external stakeholders.
• Support business initiatives, projects, and organizational changes that affect operational delivery.

Quality, Compliance, and Risk Management

• Ensure adherence to applicable laws, regulations, internal policies, contractual obligations, and quality standards.
• Conduct periodic operational reviews and support internal or external audits when required.
• Investigate incidents, errors, complaints, and service failures and ensure timely corrective action.
• Maintain appropriate documentation, controls, and escalation procedures.
• Promote a culture of operational discipline, risk awareness, and continuous compliance.

Budget and Resource Management

• Support operational budgeting, forecasting, and cost-control activities.
• Monitor expenses and ensure effective use of facilities, equipment, technology, and other resources.
• Identify opportunities to improve cost efficiency without compromising quality or service standards.
• Assist with workforce planning and resource requirements based on business volumes and priorities.

Key Requirements

Education

• Bachelor’s degree in Business Administration, Operations Management, Supply Chain Management, or a related discipline.
• A relevant professional certification in operations, project management, quality management, or process improvement is an advantage.

Experience

• Proven experience in operations management, business operations, service delivery, administration, or a related function.
• Experience managing teams, workflows, performance metrics, and operational improvement initiatives.
• Experience preparing reports, analyzing operational data, and coordinating with cross-functional stakeholders.
• Working knowledge of quality, compliance, risk management, and cost-control practices.

Technical Skills

• Proficiency in Microsoft Office or comparable productivity tools, particularly Excel and presentation software.
• Ability to work with operational dashboards, reports, performance metrics, and business data.
• Familiarity with enterprise resource planning, customer relationship management, workflow management, or other business systems.
• Ability to document, standardize, and improve operational processes.

Core Competencies

• Strong leadership and people-management capability.
• Excellent planning, organization, and time-management skills.
• Strong analytical and problem-solving ability.
• Effective written and verbal communication skills.
• Sound decision-making and escalation-management skills.
• Customer-focused and service-oriented approach.
• Ability to manage competing priorities and perform under pressure.
• High level of integrity, accountability, adaptability, and attention to detail.

Key Performance Indicators

• Achievement of operational targets and service-level agreements.
• Team productivity, utilization, and employee performance.
• Process efficiency, turnaround time, and cost optimization.
• Quality performance, error reduction, and customer satisfaction.
• Timely resolution of operational issues and escalations.
• Compliance with policies, procedures, and regulatory requirements.
• Successful implementation of process improvement initiatives.

Employment Details

• Job Title: Manager – Operations
• Employment Type: Full-time
• Work Arrangement: On-site, hybrid, or as determined by business requirements
• Reporting To: Head of Operations, Operations Director, or equivalent senior leader
• Department: Operations