Operations Manager

Reports To:

• Director / CEO / Founder Location: Head Office (Overseeing All Branches) Job Summary We are seeking an experienced and result-driven Operations Manager to oversee and manage the smooth functioning of multiple branches from a central location.
• The role involves ensuring SOP implementation, compliance adherence, operational efficiency, performance monitoring, and overall branch management.
• The ideal candidate will drive process improvement, accountability, and business growth across all locations.

Key Responsibilities

• Oversee daily operations of all branches.
• Ensure consistent implementation of company SOPs across locations.
• Monitor branch performance and resolve operational issues.
• Standardize processes to improve efficiency and service quality.
• Develop, update, and enforce Standard Operating Procedures.
• Conduct regular audits to ensure adherence to SOPs.
• Train branch managers on operational processes.
• Ensure all branches comply with company policies and legal regulations.
• Monitor documentation, reporting systems, and compliance records.
• Conduct periodic compliance reviews and internal audits.
• Track KPIs for each branch (revenue, productivity, attendance, customer satisfaction, etc.).
• Analyze reports and provide improvement strategies.
• Conduct monthly performance review meetings with branch heads.
• Supervise and guide Branch Managers.
• Support recruitment, onboarding, and performance evaluation.
• Address escalations and conflict resolution across branches.
• Submit weekly/monthly performance reports to senior management.
• Identify growth opportunities and operational gaps.
• Recommend cost-control and process optimization strategies.

Key Performance Indicators (KPIs)

• Branch revenue growth
• SOP compliance rate
• Reduction in operational errors
• Customer satisfaction ratings
• Staff productivity and retention
• Audit performance scores Required Skills & Competencies
• Strong leadership and decision-making ability
• Excellent analytical and reporting skills
• Process-oriented mindset
• Knowledge of compliance and operational control
• Strong communication and coordination skills
• Ability to manage multiple locations simultaneously

Qualifications & Experience

• Bachelors degree in Business Administration / Management / Operations or related field
• 3-7+ years of experience in operations management
• Experience managing multiple branches preferred
• Strong understanding of SOP development and compliance systems Preferred Attributes
• Strategic thinker with problem-solving skills
• High level of accountability and ownership
• Ability to work under pressure and meet deadlines
• Experience in education / service industry (if applicable)