KLAY Schools

Cluster Operations Manager minimal direction, she/he will be responsible for managing the overall OPERATIONS of the CENTRES assigned in the city. KLAY is looking for a hands-on Operations Manager to oversee service-delivery of preschool and daycare centres; ensuring strong operations, service consistency, and team capability. Centre Heads will report to this role.Key ResponsibilitiesOperations & Quality:- Oversee daily operations, readiness, and service quality across centres.- Drive SOP and policy implementation, updates, and process change management.- Conduct operational audits, close gaps, and ensure compliance.- Improve productivity, efficiency, and resource utilisation through data-driven actions.- Ensure smooth operational setup for new centre rollouts.- Responsible for operational readiness of NEW centre roll-out.Customer Experience- Monitor and investigate all parent escalations (not first-level handler).- Lead root-cause analysis and drive corrective and preventive actions.- Improve NPS, CSAT, parent satisfaction, and child retention through operational fixes.People & Training- Manage and coach Centre Heads; strengthen operational capability at centres.- Ensure regular operational and SOP training for centre teams.- Support manpower planning, staff efficiency, and team retention.Financial Management- Own Cluster P&L, budgeting, and cost management.- Optimise operating costs while maintaining quality and service standards.Skills & Competencies- Strong communication and people skills; customer-focused.- Hands-on operator with strong problem-solving and attention to detail.- Experience with SOPs, audits, metrics, and structured improvement (Six Sigma preferred).- Proficient in MS Office; comfortable with data and reporting.- High ownership, integrity, and Any Bachelors degree. Diploma or an MBA preferred.- Early Childhood Education background is a plus.Good Communication Skills; Service & Solution mind set; Self driven personality & team player; Live by personal Quality, Value & Ethics; Work with high career values; Respect "Diversity in workplace". (ref:iimjobs.com)