OPERATION MANAGER

1. Job Description
The Operation Manager is responsible for overseeing, coordinating, and managing the company's daily operations to ensure smooth, efficient, and effective business activities.

The role involves planning operational activities, managing resources, supervising employees, monitoring operational performance, coordinating between departments, and ensuring that company objectives are achieved.

The Operation Manager is also responsible for developing and implementing operational procedures, improving productivity, controlling operational costs, resolving operational issues, and ensuring compliance with company policies, procedures, and applicable ISO 9001:2015 quality management system requirements.
The position requires a strong, organised, proactive, and results-oriented individual with leadership, communication, problem-solving, decision-making, and operational management skills.

2. Key Responsibilities
A. Daily Operations Management
• Oversee and manage the company's daily operational activities to ensure smooth and efficient business operations.
• Ensure all operational activities are carried out according to company policies, procedures, and management requirements.
• Plan, organise, and coordinate operational schedules, resources, and activities.
• Monitor daily operational progress and ensure assigned tasks are completed within the required timeframe.
• Identify operational challenges, resolve issues, and implement appropriate corrective actions.
• Ensure effective coordination between departments to support business operations.
• Maintain operational efficiency, productivity, and service quality.
• Report operational progress, challenges, and significant issues to management.

B. Staff Management & Supervision
• Supervise, guide, and monitor the performance of operational employees.
• Assign duties, responsibilities, and workloads according to employees' competencies and operational requirements.
• Ensure employees understand their job responsibilities, targets, and performance expectations.
• Monitor staff attendance, punctuality, discipline, and work performance.
• Provide guidance, coaching, and support to improve employee productivity and performance.
• Identify staff training needs and recommend relevant training and development activities.
• Conduct performance reviews and provide feedback to employees.
• Promote teamwork, accountability, professionalism, and effective communication within the organisation.
• Address employee-related operational issues and escalate matters requiring management approval.

C. Operational Planning & Coordination
• Develop and implement operational plans to support the company's business objectives.
• Coordinate operational activities across relevant departments, including Sales & Marketing, and other business units.
• Ensure sufficient manpower, equipment, facilities, and resources are available for operational activities.
• Monitor work schedules, deadlines, and operational priorities.
• Coordinate meetings, internal activities, and operational arrangements when required.
• Ensure effective communication between departments regarding operational requirements and changes.
• Monitor the implementation of operational plans and recommend improvements where necessary.
• Support management in implementing new business initiatives, systems, and operational strategies.

D. Resource Management & Cost Control
• Monitor the utilisation of company resources, including manpower, equipment, facilities, materials and operational expenses.
• Ensure resources are allocated efficiently to support business requirements.
• Monitor operational costs and identify opportunities to reduce unnecessary expenses.
• Ensure proper utilisation, maintenance, and safeguarding of company assets.
• Coordinate procurement and purchasing requirements with the relevant departments.
• Monitor inventory, equipment, and operational supplies to ensure sufficient availability.
• Review operational expenditure and report significant cost variations to management.
• Recommend cost-saving initiatives without compromising operational efficiency, quality, or customer satisfaction.

E. Operational Performance Monitoring & Reporting
• Establish, monitor, and evaluate operational performance indicators and targets.
• Monitor departmental productivity, operational efficiency, service quality, and work completion.
• Prepare daily, weekly, and monthly operational reports as required by management.
• Maintain accurate records of operational activities, performance, resources, and related documentation.
• Analyse operational data to identify performance gaps, recurring issues, and improvement opportunities.
• Monitor the achievement of operational objectives and assigned departmental targets.
• Provide recommendations to management based on operational performance and business requirements.
• Ensure timely reporting of operational issues, risks, and significant deviations from established procedures.

F. Customer Service & Internal Coordination
• Ensure operational activities support effective customer service and customer satisfaction.
• Coordinate with relevant departments to ensure customer requirements are properly understood and fulfilled.
• Monitor customer feedback, complaints, and service-related issues.
• Ensure customer enquiries and operational concerns are addressed promptly and professionally.
• Coordinate with internal teams to resolve service delivery issues.
• Identify opportunities to improve customer experience and service quality.
• Ensure customer requirements are communicated effectively to the relevant departments.
• Escalate significant customer complaints and operational matters to management when necessary.

G. Quality Management & Continuous Improvement
• Comply with applicable company policies, procedures, and relevant ISO 9001:2015 quality management system requirements.
• Ensure operational processes are implemented according to approved procedures and work instructions.
• Monitor operational activities to identify nonconformities, process gaps, and improvement opportunities.
• Support the implementation of corrective actions and preventive measures where applicable.
• Ensure operational records, reports, and documented information are properly maintained.
• Participate in internal audits, management reviews, and quality improvement activities.
• Identify opportunities to improve operational efficiency, productivity, service quality, and customer satisfaction.
• Promote a culture of continual improvement, accountability, and compliance within the organisation.
• Undertake other reasonable duties and responsibilities assigned by management in line with business requirements.