Head of Operations

Job Responsibilities

• Oversee daily business operations across multiple service lines, ensuring smooth execution, operational efficiency and alignment with organisational objectives.
• Drive end-to-end customer onboarding, service implementation and deployment activities to ensure timely delivery and a positive customer experience.
• Supervise operational processes covering hardware deployment, logistics, service scheduling, healthcare coordination and customer support activities.
• Track operational expenses, manpower allocation and vendor costs to ensure effective resource utilisation and adherence to approved budgets.
• Guide and develop operational teams by setting priorities, providing hands-on support and strengthening overall service delivery standards.
• Establish and refine standard operating procedures, workflow guidelines and escalation processes to enhance productivity and minimise operational disruptions.
• Build and maintain productive relationships with external vendors, service providers and business partners to ensure consistent service quality and fulfilment of contractual commitments.
• Address customer concerns, operational challenges and service-related incidents by identifying root causes and implementing sustainable corrective measures.
• Consolidate operational performance data, service delivery metrics and management reports to support informed decision-making and continuous business improvement.
• Collaborate closely with senior leadership and cross-functional stakeholders to execute operational initiatives, optimise business processes and support organisational growth.

Job Requirements

• Diploma or Bachelor's Degree in Business Administration, Operations Management, Logistics, Supply Chain Management or a related discipline.
• Minimum 8-12 years of relevant experience in operations management, service delivery or customer implementation, including proven experience in leading operational teams in the maritime industry
• Strong background in managing multi-service operations, customer onboarding, vendor coordination and service implementation within maritime/ shipping industry
• Proficient in operational planning, budget monitoring, process optimisation and performance reporting, with practical knowledge of CRM systems, spreadsheets, ticketing platforms and task management tools.
• Excellent leadership, communication, stakeholder management and problem-solving abilities, with a proactive, hands-on approach and the flexibility to thrive in a fast-paced startup environment.

Clarence Khoh
R1552376