Operations Manager

Position Overview

As the Operations Manager, you will be the cornerstone of our service delivery engine. You are responsible for the end-to-end operational performance, ensuring seamless, efficient, and consistently high-quality service that meets and exceeds client expectations. This is a pivotal leadership role requiring a hands-on approach, strong business acumen, and the ability to optimize processes, manage costs, and develop a high-performing team in line with Singapore's regulatory and business environment.

Key Responsibilities

1. Operational Leadership & Excellence

• Oversee all daily operations including scheduling, dispatch, and resource allocation for housekeeping teams across Singapore.

• Develop, implement, and enforce Standard Operating Procedures (SOPs) and service protocols tailored to different client segments (e.g., landed property, condo, corporate).

• Ensure optimal efficiency in routing and job assignments to maximise productivity and minimise travel time and costs.

• Manage real-time operational issues, including staff shortages, client emergencies, and logistical challenges.

• Conduct regular and random quality audits at client sites using digital checklists to ensure adherence to company and safety standards.

2. Team Management & Development

• Lead, mentor, and manage a team of Supervisors, Team Leaders, and a large pool of housekeeping executives/cleaners.

• Drive a culture of professionalism, accountability, continuous improvement, and strict adherence to workplace safety.

• Oversee the full employee lifecycle: recruitment, onboarding, training, performance management, and retention strategies.

• Conduct regular briefings, training sessions, and performance reviews. Address performance issues and recognise excellence promptly.

3. Client Relationship & Quality Assurance

• Act as the senior point of contact for escalated client issues, ensuring swift and satisfactory resolution to maintain high client retention rates.

• Proactively manage key client accounts, building strong relationships and conducting periodic review meetings.

• Implement a robust quality assurance framework using client feedback (surveys, calls) and audit data to drive service improvements.

• Analyze service metrics to identify trends and implement preventive and corrective actions.

4. Financial, Vendor, & Compliance Management

• Manage the operations P&L, with strong focus on controlling direct costs-primarily labour, supplies, and transport-to meet budget and profitability targets.

• Oversee inventory management for cleaning supplies, equipment, and uniforms. Negotiate with and manage local suppliers and vendors.

• Ensure full compliance with all relevant Singapore regulations, including the Employment Act, MOM regulations, WSHA (Workplace Safety and Health Act), and NEA guidelines for cleaning practices.

• Champion workplace safety, conducting risk assessments, safety training, and ensuring proper use of PPE and chemicals.

5. Strategic Improvement & Technology

• Identify and lead process improvement initiatives to enhance efficiency, quality, and scalability.

• Leverage and optimize the use of operations management software for scheduling, tracking, communication, and reporting.

• Collaborate with the Business Development/Sales team to ensure smooth onboarding and service integration for new clients.

• Prepare and present detailed operational and financial performance reports to senior management.

Qualifications & Skills

Required:

• Bachelor's degree in Business Management, Hospitality, or a related field.

• Minimum of 8-10 years of relevant experience, with at least 5 years in an operational management role within the facility services, janitorial, hospitality, or home services industry in Singapore.

• Proven experience managing large, diverse teams (80+ staff), including frontline workers and supervisors.

• Demonstrated financial skills with experience in budgeting, cost control, and profitability management.

• Excellent problem-solving, analytical, and decision-making abilities.

• Strong leadership and interpersonal skills, with the ability to communicate effectively at all levels.

• Proficient in Microsoft Office Suite and operational management software.

• In-depth knowledge of Singapore's labor laws and workplace safety regulations.

Highly Preferred:

• Proficiency in English and Mandarin or Malay to communicate effectively with a multilingual team and clientele.

• Professional certifications in Operations Management, Workplace Safety (WSH), or related fields.

• Deep technical knowledge of cleaning methods, chemicals, equipment, and industry best practices.

Work Environment

• This role is based in our central office but requires frequent travel to client sites across Singapore.

• Must possess a valid Class 3 Singapore driver's license and be comfortable with site visits and inspections.

Compensation & Benefits

• Attractive Monthly Salary: SGD 7,000 - 9,000 (commensurate with experience and qualifications).

• Performance Bonus: Variable bonus tied to individual and company KPIs.

• Comprehensive Benefits: Includes CPF contributions, medical insurance, and dental coverage.

• Leave Entitlement: In line with Singapore statutory requirements and company policy.

• Professional Growth: Opportunities for training and career advancement within a growing company.