Head Operations

Role & responsibilities

Strategic Planning & Execution

• Develop and implement operational strategies aligned with company goals.
  Drive continuous improvement initiatives for service delivery, efficiency, and customer satisfaction. Formulate short-term and long-term plans for operations across multiple sites or regions.

• Team Management

• Lead, mentor, and manage the operations team including managers, supervisors, and field staff. Ensure proper delegation of tasks and set performance targets for regional/site teams. Conduct performance reviews and build capability through regular training and guidance.

  Budgeting & Cost Control

• Develop and manage the operations budget; ensure effective cost control across locations. Approve operational expenditures and analyze cost-benefit on projects. Monitor profitability and ensure cost-effective operations without compromising on quality.

  Client Relationship Management

• Act as the point of escalation for client concerns and critical issues. Ensure timely resolution of client complaints and maintain service quality. Attend regular client meetings and performance reviews to strengthen business relations.

  Operational Excellence

• Ensure smooth functioning of all facility sites and adherence to SLAs/KPIs. Implement quality checks, inspections, and preventive maintenance schedules. Evaluate vendor performance and maintain service level consistency.

  Reporting & MIS

• Review operational reports, dashboards, and MIS from site teams. Present monthly/quarterly reports to management with operational insights and action plans. Maintain real-time data tracking of manpower deployment, material usage, etc.

  Business Expansion & Support

• Support business development team with operational input for new proposals. Help onboard new clients/sites ensuring smooth transition and mobilization. Identify growth opportunities within existing operations.

  Vendor and Resource Management

• Finalize vendor selection and contracts in coordination with procurement. Ensure timely resource allocation (manpower, materials, machinery) to all sites. Monitor vendor billing and reconciliation.

  Technology & Automation

• Promote use of digital tools and systems for reporting, tracking, and auditing.
  Oversee implementation of ERP, CAFM, or operations tech platforms across regions.