Head Operations

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Job Summary:

Head Operations

Key Responsibilities:

• Ensure consistent delivery of high-quality customer service as per company standards
  
• Drive customer satisfaction improvement initiatives and track service metrics
  
• Ensure 100% SOP compliance across all operational areas with zero errors
  
• Maintain hygiene, cleanliness, and safety standards through regular training and audits
  
• Conduct daily operational rounds and proactively address risks or gaps
  
• Monitor costs and implement cost-control initiatives to improve operating margins
  
• Drive revenue growth, including F&B and overall unit profitability
  
• Ensure 100% manpower availability in coordination with the HR team
  
• Mentor and develop high-performing team members for future leadership roles
  
• Ensure effective rostering, employee engagement, and attrition control
  
• Train teams on safety, security, and emergency procedures
  
• Liaise with external stakeholders (vendors, mall management, agencies) for smooth operations
  
• Ensure all statutory licenses and compliances are valid and up to date
  
• Analyze unit performance, revenue growth, and market share, and implement action plans
  

Key Skills Required:

Soft Skills:

• Strong leadership and people management
  
• Excellent communication and stakeholder management
  
• High attention to detail
  
• Problem-solving and decision-making skills
  
• Customer-first mindset
  

Technical Skills:

• Profit & Loss Management
  
• Cost Control & Budget Monitoring
  
• Revenue Enhancement & Sales Growth
  
• Operations & SOP Management
  
• Team Supervision and Development
  

Preferred Background:

• Hospitality, Hotels & Restaurants, Retail, or Service Industry
  
• Experience managing a large team and handling full unit operations
  
• Exposure to P&L responsibility and multi-unit operations preferred