Operations Manager

Roles and Responsibilities:

1. Branch Operations & Performance Management

• Oversee day-to-day operations across multiple Kiztopia outlets to ensure smooth, safe, and efficient operations.
• Ensure operational standards, SOPs, and safety protocols are consistently implemented and adhered to.
• Monitor outlet performance, identify gaps, and drive corrective actions to improve service quality and efficiency.

2. Commercial & Financial Oversight

• Support P&L performance by monitoring revenue streams, cost controls, and productivity metrics
• Review manpower deployment, overtime, and operational costs to ensure optimal utilisation
• Work closely with management on budgeting, expenditure tracking, procurement, and asset management

3. People Management & Workforce Planning

• Manage and support Area Managers, Store-in-Charge (SICs), and outlet leadership teams
• Support recruitment, manpower planning, staff deployment, and succession planning
• Conduct regular performance reviews, coaching sessions, and operational check-ins to uplift team capability.

4. Operational Excellence & Standards

• Drive consistency in customer experience, safety standards, and service delivery across all outlets
• Conduct regular outlet visits, audits, and operational reviews.
• Identify opportunities for process improvement, efficiency gains, and risk mitigation

5. Cross-Functional Coordination

Act as the key liaison between Operations and internal teams such as Marketing, Finance, HR, and Customer Experience
Support the execution of campaigns, events, school programmes, and birthday party operations.
Escalate operational risks and issues appropriately with clear recommendations
Reporting & Data Analysis
Prepare and consolidate weekly, monthly, and quarterly operational reports.
Track KPIs including revenue performance, manpower utilisation, customer feedback, safety incidents, and operational risks.
Present insights and recommendations to senior management to support decision-making

Job Requirements:

1. At least 5 years of operations management experience, preferably in F&B, retail, hospitality, attractions, or family entertainment

2. Good analytical, interpersonal and communication skills.

3. Able to work independently and effectively under tight deadlines in a fast-paced environment.

4. Demonstrated leadership qualities and the ability to motivate and inspire teams.

5. Strong leadership and team management abilities are crucial for effectively overseeing and motivating staff to achieve goals and maintain operational efficiency.

6. Able to work on weekends, Public Holidays, and flexible hours when required.

7. Proficient in Microsoft Excel, PowerPoint, and reporting tools

Qualifications Requirements:

1. Diploma/Degree in business administration.