Operations Manager

**About Us

AEC Group is a leading provider of [premium hospitality , multiplex cinemas, Cafés, 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

How to Apply

Interested candidates should submit their resume and a cover letter outlining their qualifications and why they are a great fit for this role to [Email Address or Application Link].

[Your Company Name] is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.**