Job Description

About Us

AEC Group is a leading provider of [premium hospitality , multiplex cinemas, Cafes, education and reality]We are dedicated to delivering outstanding value and service to our clients. Our culture is built on collaboration, excellence, and a relentless pursuit of operational perfection. We are looking for a dynamic Operations Manager to help us scale our impact and elevate our service delivery.

Position Summary

The Operations Manager is a pivotal leadership role responsible for overseeing the day-to-day operations of our service delivery teams. This individual will ensure that our services are delivered efficiently, effectively, and to the highest quality standards. The ideal candidate is a strategic thinker with a hands-on approach, capable of driving process improvements, leading and developing teams, and optimizing resources to achieve business objectives and exceed client expectations.

Key Responsibilities

1. Operational Leadership & Management:

Oversee the daily workflow of the operations department, ensuring seamless service delivery across all channels.

Develop, implement, and refine standard operating procedures (SOPs) to enhance efficiency, consistency, and quality.

Monitor key performance indicators (KPIs) and operational metrics to assess performance and identify areas for improvement.

Manage scheduling, resource allocation, and capacity planning to meet fluctuating service demands.

2. Team Leadership & Development:

Lead, mentor, and motivate a team of [e.g., Team Leads, Supervisors, Front-line Associates].

Foster a positive, collaborative, and high-performance culture.

Conduct regular performance reviews, provide constructive feedback, and create individual development plans.

Oversee recruitment, training, and onboarding for the operations team.

3. Client & Customer Experience:

Act as a point of escalation for complex client or customer issues, ensuring swift and satisfactory resolution.

Uphold and enhance the customer service standards, ensuring a consistently exceptional client journey.

Analyze customer feedback and data to drive initiatives that improve satisfaction and loyalty.

4. Process Improvement & Quality Assurance:

Utilize Lean, Six Sigma, or other process improvement methodologies to streamline operations and eliminate waste.

Champion a culture of continuous improvement, encouraging innovation from all team members.

Implement and manage quality assurance programs to ensure service standards are consistently met.

5. Financial & Vendor Management:

Assist in the development and management of the operations budget.

Control operational costs and identify opportunities for cost-saving without compromising quality.

Manage relationships with key vendors and suppliers, ensuring service level agreements (SLAs) are met.

6. Health, Safety & Compliance:

Ensure all operations are conducted in compliance with company policies and industry regulations.

Promote and enforce a safe working environment for all employees and clients.

Qualifications & Experience

Required:

Bachelor's degree in Business Administration, Management, or a related field.

Proven experience (10+ years) in an operations management role, specifically within a service-based industry (e.g., hospitality, IT, consulting, customer service, healthcare).

Demonstrated experience in managing and developing high-performing teams.

Strong financial acumen and experience with budgeting and cost control.

Proficiency with business and operations management software (e.g., ERP, CRM, workforce management tools).

Preferred:

Master's degree in Business Administration (MBA) or a related field.

Certification in process improvement (e.g., Six Sigma Green/Black Belt, Lean Management).

Experience in a high-growth or scale-up environment.

Key Competencies & Personal Attributes

Exceptional Leadership: Ability to inspire, coach, and hold teams accountable.

Strategic Problem-Solver: Adept at analyzing data, identifying root causes, and implementing effective solutions.

Process-Oriented: A keen eye for detail and a passion for creating efficient, scalable processes.

Excellent Communicator: Strong interpersonal and communication skills, capable of effectively interacting with team members, senior management, and clients.

Resilient & Adaptable: Thrives in a fast-paced environment and can manage multiple priorities under pressure.

Customer-Centric: Passionately dedicated to delivering an outstanding customer experience.

What We Offer

A competitive salary and performance-based bonus.

Generous paid time off and holiday schedule.

Significant opportunities for professional growth and career advancement.

A dynamic and supportive work environment.

Job Type: Full-time

Pay: From ?50,000.00 per month

Benefits:

Cell phone reimbursement
Work Location: In person