Sr Operation Manager (Housekeeping)

Role Purpose:

To lead, manage, and optimize daily housekeeping and facility management operations across all client sites. The Head of Operations ensures manpower availability, quality compliance, client satisfaction, financial efficiency, and team development through structured systems, audits, training, and automation.

1. Manpower Management & Attendance

    – Ensure 97%+ manpower availability and 100% attendance compliance.

2. Quality & Compliance

    – Maintain site quality through audits, checklists, and uniform compliance.

3. Training & Team Development

    – Build capability of HK staff, Supervisors, FOs, and Ops team.

4. Client Satisfaction & Growth

    – Drive complaint closure, feedback, retention, and referrals.

5. Financial & Operational Efficiency

    – Control costs, ensure timely billing, collections, and salary cycle.

6. Reporting & Governance

    – Run tactical/strategic meetings, submit dashboards, ensure automation adoption.

• Check daily shortages from FOs/OEs (8–10 AM).
• Deploy backups/daily wage manpower if needed.
• Ensure Pagarbook attendance is updated daily.
• Collect signed attendance by 30th monthly.

• Monitor uniform/grooming photos daily.
• Ensure checklists are filled daily by Supervisors.
• 2 FO quality visits + 1 OM audit per site monthly.
• GM visits or feedback calls for large sites (>4 staff).

• Publish monthly training calendar by 25th.
• Conduct toolbox trainings (FO) and audits-based trainings (OM).
• Train Supervisors on staff management & recruitment.
• Build FAQ and SOP modules for induction and coaching.

• Log complaints, acknowledge within 1 hour.
• Close complaints within 24–48 hours.
• Capture client feedback forms in audits/visits.
• Generate at least 1 sales referral per site/month.

• Approve petty cash before 4 PM daily.
• Submit attendance to accounts by 30th.
• Invoices by 1st, Collections by 7th, Salaries by 8th.
• Monitor operational expenses ≤ 33%.

• Conduct daily tactical meetings (12:30 PM).
• Run Saturday Ops + Accounts meetings.
• Share MoM within 2 hours of each meeting.
• Weekly dashboards: attendance, shortages, audits, collections.
• Drive 100% adoption of automation tools (Pagarbook, checklists, photo reports).

Key Result Areas

1. Manpower Management & Attendance

2. Quality & Compliance

3. Training & Team Development

4. Client Satisfaction & Growth

5. Financial & Operational Efficiency

6. Reporting & Governance