Operations and Business Performance Manager

Responsibilities:

Oversee daily operations and ensure consistent quality and service standards.

Develop and enforce SOPs, QA/QC systems, and food safety processes.

Conduct quality audits across production, storage, dispatch, and vendor operations.

Lead staff onboarding, training, performance tracking, and development.

Manage customer service across WhatsApp, phone, social media, Shopify, and in-person channels.

Own customer complaints and ensure timely resolution and follow-up.

Oversee administrative processes, employee documentation, permits, and regulatory compliance.

Support recruitment, onboarding, performance reviews, and disciplinary processes.

Monitor operational performance, identify gaps, and implement improvements.

Maintain strict confidentiality and professional standards when dealing with HNI and premium clients.

Prepare regular operational and performance reports for management.

Requirements:

Bachelor's degree in Business Administration, Operations, Hospitality, or a related field.

5–10 years' experience in operations, hospitality, retail, food service, or a similar service environment.

Strong experience in team management, customer service, SOP implementation, and quality control.

Excellent organizational, communication, and problem-solving skills.

Strong attention to detail and ability to manage multiple priorities.

Experience with food safety/QA systems is an advantage.

Highly accountable, proactive, and able to work with minimal supervision.