Operation Manager

Job Description

Role Overview

The Operations Manager will oversee daily operations and ensure the development, implementation, and compliance with Standard Operating Procedures (SOPs) across all outlets and franchises of Healthy Home. This role focuses on optimizing workflows, maintaining service quality, and driving process improvements to enhance operational efficiency and customer satisfaction.

• SOP Development and Management
  
  

â—￾ Design and document Standard Operating Procedures (SOPs) for all operational aspects, including customer service, inventory, hygiene, and service delivery.

â—￾ Collaborate with department heads to ensure SOPs are aligned with company objectives and industry standards.

â—￾ Regularly review and update SOPs to adapt to evolving needs and best practices.

• SOP Implementation and Training
  
  

â—￾ Roll out SOPs across all branches and franchises, ensuring clarity and adoption.

â—￾ Organize training sessions and workshops for staff to understand and implement SOPs effectively.

â—￾ Develop a feedback mechanism to address challenges faced during SOP implementation.

• Operations Oversight
  
  

â—￾ Manage day-to-day operations, ensuring smooth execution of services across outlets.

â—￾ Monitor service quality, staff performance, and customer satisfaction.

â—￾ Identify and resolve operational bottlenecks or inefficiencies.

• Process Optimization
  
  

â—￾ Analyze workflows and processes to identify areas for improvement.

â—￾ Implement automation tools, software, or other solutions to streamline operations.

â—￾ Measure and report on the success of process improvements in terms of time, cost, and customer satisfaction.

• Quality Assurance and Compliance
  
  

â—￾ Conduct regular audits of operations and SOP adherence across outlets and franchises.

â—￾ Ensure compliance with hygiene, safety, and legal standards.

â—￾ Address deviations through corrective actions or additional training.

• Inventory and Supply Chain Coordination
  
  

â—￾ Work closely with the Inventory Manager to manage stock levels, procurement, and wastage.

â—￾ Ensure that outlets receive supplies on time and maintain accurate records.

• Reporting and Communication
  
  

â—￾ Prepare monthly operational and process efficiency reports for the CEO.

â—￾ Collaborate with branch managers to ensure consistent communication and problem-solving.

â—￾ Act as a liaison between branches, franchises, and the central management team.

• Customer Experience Management
  
  

â—￾ Handle escalated customer complaints and ensure swift resolution.

â—￾ Implement initiatives to improve the overall customer experience.

• Team Leadership and Collaboration
  
  

â—￾ Supervise branch managers and guide them in achieving operational goals.

â—￾ Foster a culture of collaboration and continuous improvement among staff.

â—￾ Lead by example in adopting and promoting SOPs and company values.

• Employee Productivity Tracking
  
  

â—￾ Develop and implement tools to track individual employee productivity and performance.

â—￾ Analyze employee productivity reports and recommend strategies for improvement.

â—￾ Work with department heads to set realistic and measurable Key Performance Indicators (KPIs).

• HR Policy Development
  
  

â—￾ Develop, implement, and maintain HR policies, ensuring alignment with company culture and compliance with legal standards. â—￾ Regularly review and update policies to reflect organizational growth and changes.

• Performance Management
  
  

â—￾ Develop performance appraisal systems and manage annual review processes.

â—￾ Provide training to managers on delivering effective feedback.

â—￾ Address underperformance with structured improvement plans.

• Employee Training and Development
  
  

â—￾ Identify training needs across the organization and design training programs accordingly.

â—￾ Facilitate professional growth opportunities, including workshops, certifications, and mentoring.

• Employee Engagement and Retention
  
  

â—￾ Implement initiatives to enhance employee morale, such as recognition programs and team-building activities.

â—￾ Conduct regular surveys and one-on-one meetings to address employee concerns.

• Recruitment and Onboarding
  
  

â—￾ Collaborate with department heads to determine hiring needs.

â—￾ Manage recruitment processes, including job postings, interviews, and background checks.

â—￾ Oversee onboarding to ensure new hires integrate seamlessly into the organization.

• Compliance and Recordkeeping
  
  

â—￾ Ensure compliance with labor laws, health, and safety regulations.

â—￾ Maintain accurate records of employee contracts, attendance, leave, and other HR-related documentation.

• Conflict Resolution
  
  

â—￾ Address employee disputes and mediate conflicts in a fair and timely manner.

â—￾ Foster an inclusive and respectful workplace culture.

• Workforce Planning
  
  

â—￾ Analyze workforce requirements and create strategic plans for future staffing needs.

â—￾ Monitor workforce trends and advise leadership on potential adjustments.

Qualifications

• Educational Background:
  
  

○ Bachelor’s degree in Business Administration, Operations Management, Human Resource Management, or a related field.

○ Master’s degree (preferred) in Management, Healthcare Administration, or MBA with a specialization in Operations or HR.

• Technical Skills:
  
  

â—‹ Proficiency in operations management tools, inventory systems, and HR software

â—‹ Understanding of legal and compliance requirements in the health and wellness industry.

• Certifications (Optional but advantageous):
  
  

â—‹ Certified Professional in Human Resources (PHR) or equivalent.

â—‹ Lean Six Sigma or Project Management Professional (PMP) certification for process improvement.

â—‹ Relevant healthcare or wellness management certification.

Experience

• Operational Experience:
  
  

â—‹ 5+ years in operations management, preferably in the health, wellness, or service-based industry.

â—‹ Proven track record in managing day-to-day operations, streamlining processes, and improving service delivery.

â—‹ Hands-on experience in handling grievances, workforce planning, and employee engagement initiatives.

• Industry Knowledge:
  
  

â—‹ Familiarity with the health and wellness industry, customer service standards, and inventory management.

â—‹ Experience managing multi-branch or franchise-based operations is a plus.

Key Competencies

• Leadership Skills:
  
  

â—‹ Strong leadership and team management abilities to guide branch managers and staff.

â—‹ Ability to foster collaboration and promote a positive work culture.

• Problem-Solving:
  
  

â—‹ Analytical mindset to identify inefficiencies and implement process improvements.

â—‹ Conflict resolution skills for addressing staff and customer concerns.

• Communication Skills:
  
  

â—‹ Excellent written and verbal communication for effective reporting and training.

â—‹ Ability to liaise with stakeholders, suppliers, and franchise partners.

• Adaptability:
  
  

â—‹ Willingness to work in a dynamic environment and adapt to evolving business needs.

â—‹ Commitment to staying updated on industry trends and best practices.

Preferred Traits For Healthy Home

â—￾ Passion for health, wellness, and customer satisfaction.

â—￾ Detail-oriented with a focus on maintaining hygiene and quality standards.

â—￾ Entrepreneurial mindset to contribute to franchise growth and success.