Head of Operations

Position Summary

The Head of Operations is responsible for overseeing, streamlining, and strengthening the end-to-end operational functions of the organization across all Prayer Towers, departments, and ministry units. This role ensures excellence in service delivery, operational efficiency, cross-functional coordination, and compliance, while driving continuous improvement and supporting the organization's mission and strategic objectives.

Key Responsibilities

1. Operational Leadership & Strategy

• Develop and execute the organization's operational strategy across all centers.
• Ensure operational alignment with ministry goals, service standards, and organizational vision.
• Drive process improvement, automation, and best practices across departments.

2. Multi-Location Operations Management

• Oversee daily operations of all Prayer Towers, regional centers, and administrative units.
• Ensure consistent service quality, proper staffing, and smooth functioning across locations.
• Conduct regular audits, inspections, and reviews to monitor operational health.

3. Cross-Functional Coordination

• Work closely with HR, Finance, IT, Partner Services, Administration, Events, Media, and Security.
• Break operational bottlenecks by coordinating inter-department activities.
• Lead crisis management, emergency response, and risk mitigation procedures.

4. Process & Policy Management

• Implement and monitor operational SOPs and guidelines for all units.
• Ensure compliance with legal, safety, and organizational policies.
• Establish performance metrics, dashboards, and monitoring tools.

5. Resource & Infrastructure Management

• Oversee infrastructure, facilities, equipment, and asset management.
• Ensure timely maintenance, safety standards, and operational readiness.
• Optimize resource allocation to maximize efficiency and cost-effectiveness.

6. Budgeting & Cost Control

• Prepare annual operational budgets and control operating expenses.
• Approve purchases, maintenance plans, vendor contracts, and service agreements.
• Ensure financial discipline while maintaining operational excellence.

7. Team Leadership & Staff Development

• Lead and mentor Regional Operations Leads, Prayer Tower In-charges, and Operations staff.
• Set clear KPIs, monitor performance, and implement training & development plans.
• Build a culture of accountability, ownership, and continuous improvement.

8. Partner & Visitor Experience

• Strengthen partner engagement and visitor service experience across all locations.
• Ensure smooth handling of partner requests, donations, prayer needs, and event coordination.
• Implement service excellence initiatives to enhance partner satisfaction.

9. Reporting & Performance Management

• Submit weekly and monthly operational reports to senior management.
• Track KPIs such as service quality, response time, partner satisfaction, and operational efficiency.
• Use analytics and data insights for decision-making.

Required Skills & Competencies

• Strong leadership & people-management skills
• Expertise in multi-location operations
• Strategic planning & execution
• Crisis handling and problem-solving
• Vendor, facility, and resource management
• Policy development & process implementation
• Budgeting & financial control
• Excellent communication & coordination abilities
• Time management & multitasking
• High integrity, ministry alignment, and a service-oriented mindset