Operations Executive

About the role

The Operations Executive will oversee and manage the performance of vendors across all worksites. The role acts as the key operational link between the Operational team and vendors, ensuring that all vendors deliver cleaning services in accordance with contractual requirements, Service Level Agreements (SLA), Key Performance Indicators (KPI), Standard Operating Procedures (SOP) and operational standards. The Operations Executive is expected to take ownership of vendor performance, service quality, operational issues, compliance and continuous improvement throughout the contract period.

Key responsibilities

• Oversee the day-to-day performance of all appointed vendors across assigned outlets
• Monitor vendors' attendance, manpower deployment, replacement arrangements and overall workforce stability
• Track vendor performance against agreed SLA and KPI requirements
• Conduct regular outlet inspections to verify cleaning standards and service quality
• Ensure cleaning works are carried out according to the agreed Scope of Work, cleaning schedules and site-specific requirements
• Attend to feedback and service complaints raised by outlet managers or stakeholders
• Investigate complaints and determine the root cause, coordinating with vendors to implement timely corrective action
• Prepare and maintain accurate operational reports, including monthly vendor performance reports, outlet inspection reports, cleaning audit results and vendor KPI scorecards
• Support the mobilisation and takeover of new outlets, including coordinating with appointed vendors, conducting pre-opening site visits and monitoring vendor performance during the first 30–90 days of operation
• Identify opportunities to improve service quality, productivity and operational processes

About you

• Relevant experience in operations, facilities management, cleaning services, vendor management or a related environment
• Able to coordinate and manage multiple vendors and worksites
• Strong communication and stakeholder management skills
• Able to handle operational issues and follow through on corrective actions
• Comfortable conducting site inspections and working in an operational environment
• Good organisational, reporting and problem-solving skills
• Proficient in Microsoft Office applications
• Able to work independently and coordinate effectively with internal and external stakeholders