Operations Manager

Operations Manager - Roles and Responsibilities

1. Operational Oversight

• Oversee daily operations to ensure all departments run efficiently.
• Implement and maintain operational processes, guidelines, and standards.
• Monitor workflow to ensure smooth coordination between sales, kitchen, logistics, and customer service teams.

2. Staff Supervision & Leadership

• Lead, supervise, and guide operational staff across various departments.
• Conduct staff scheduling, deployment, and performance evaluations.
• Provide training and mentorship to improve team efficiency and service quality.

3. Customer Service & Client Relations

• Handle client enquiries, complaints, and feedback professionally.
• Ensure clients receive high-quality service and timely follow-ups.
• Work closely with sales and event teams to meet and exceed customer expectations.

4. Quality Control & Compliance

• Ensure adherence to company SOPs, hygiene standards, NEA/SFA requirements, and safety regulations.
• Conduct regular checks on operations, equipment, vehicles, and facilities.
• Implement corrective actions and preventive measures when issues arise.

5. Logistics & Supply Chain Coordination

• Oversee delivery scheduling, routing, and event logistics planning.
• Coordinate with procurement and kitchen teams to ensure adequate stock and timely preparation.
• Ensure all delivery orders, equipment, and resources are accurate and ready for deployment.

6. Documentation & Reporting

• Prepare operational reports, incident reports, and weekly summaries.
• Ensure all documents such as delivery orders, checklists, inventory logs, and audit forms are properly maintained.
• Monitor KPIs and implement improvements when needed.

7. Resource & Budget Management

• Monitor resource usage to minimize waste and maximize efficiency.
• Assist management in budgeting and cost control.
• Ensure equipment, vehicles, and facilities are well-maintained and serviced regularly.

8. Crisis & Issue Management

• Manage operational incidents, delays, or last-minute changes effectively.
• Provide quick solutions to minimize service disruption.
• Coordinate with relevant teams to resolve problems promptly.

9. Continuous Improvement

• Identify operational bottlenecks and propose improvements.
• Develop and refine SOPs for better workflow and service delivery.
• Implement new systems or technologies to enhance productivity.

10. Cross-Department Collaboration

• Work closely with kitchen, sales, admin, procurement, and management teams.
• Ensure alignment in communication and goals across departments.
• Support the management team in strategic planning and execution.