Operations Manager

Key Responsibilities

• Attend and facilitate daily operational meetings.
• Identify operational risks, service delays, and customer concerns.
• Monitor outstanding actions and ensure completion within agreed timeframes.
• Maintain alignment and communication between all operational departments.
• Escalate critical issues where necessary and drive resolution.

Customer Satisfaction Management

Ensure that customer satisfaction remains a key operational focus by monitoring and coordinating the following:

• Ensure actions are followed through to completion and not merely communicated via email or WhatsApp.
• Monitor emergency call-out response times and ensure Service Coordinators meet the required response standards.
• Oversee scheduling and resource allocation to ensure technicians are deployed effectively.
• Coordinate with Procurement and Stores to ensure timely availability of parts and materials.
• Ensure administrative requirements, including job cards and before-and-after photographs, are completed and submitted accurately.
• Monitor service quality through Senior Technicians and quality control processes.
• Review completed job reports to ensure jobs are closed accurately and profitably.
• Ensure priority sites receive the required attention and service levels.
• Identify recurring operational or technical issues and work with management to implement corrective systems, policies, or procedures.

• Analyze operational trends and recurring service failures.
• Develop and implement process improvements.
• Assist in establishing systems and procedures that improve efficiency and accountability.
• Drive a culture of ownership, quality, and service excellence throughout the organization.

Typical Meetings Attended

The Operations Manager will actively participate in and coordinate the following meetings:

• Priority Sites Meeting
• Key Account Coordinator (KAC) and Service Coordinator (SC) Meeting
• Daily Technician Operational Meetings
• Huawei Meetings and Failed Service Reviews
• Closed Job Report Review Meetings
• Logistics Meetings (Stores and Procurement)
• Management Feedback Meetings
• Vehicle Management and Risk Management Meetings

• Customer satisfaction levels
• Emergency call-out response times
• Service delivery compliance
• Job completion and closure rates
• Quality control compliance
• Reduction in repeat service failures
• Operational efficiency and productivity
• Departmental coordination and communication
• Profitability of completed jobs
• Resolution of priority-site issues

Reporting Structure

The Operations Manager works closely with senior management and department heads to ensure operational excellence and acts as the central coordinator for all service-related activities across the business.