Group Head Of Operations

Responsibilities:

• Recommend strategies and advise the CEO on issues that pertain to the development of the company.
• Actively pursue the company’s strategic and operational objectives
• Work closely with the management team to develop long-term operational strategies aimed at efficiency, customer satisfaction, and profitability.
• Ensure operational activities remain on time and within a defined budget.
• Oversee production schedules to meet client demands 
• Collaborate with the customer service team to ensure timely responses to customer inquiries and complaints, ensuring customer satisfaction at every step.
• Manage delivery schedules, coordinating with drivers and logistics partners to ensure on-time, efficient deliveries.
• Implement data collection methods for operational metrics, aiming to reduce errors and increase service excellence.
• Develop, review, and improve operational policies and procedures to enhance overall business performance.
• Supervise cross-functional support teams and collaborate to improve tools and systems for increased business efficiency.
• Maintain constant communication with management, staff, and external stakeholders.
• Work with HR and Admin teams to ensure periodic performance appraisals and continuous staff development.
• Oversee the order fulfillment process to ensure that orders are accurately processed and dispatched on time.
• Ensure the customer service team responds to emails, calls, inquiries, feedback, and complaints promptly. Handling other external issues directed from the customer service team with a customer-first mindset.
• Deliver results and meet customer expectations by following up with customers to get feedback on post-service delivery
• Address any customer complaints or issues directly, ensuring problems are resolved swiftly and to the customer’s satisfaction.
• Manage relationships with delivery drivers and set clear expectations for delivery timelines.
• Ensure the effective allocation of personnel to meet daily operational requirements.
• Manage and oversee the daily operations of the company, ensuring orders are accurately processed, fulfilled and dispatched on time.
• Ensure the customer service team responds to emails, calls, and inquiries promptly, with a customer-first mindset.
• Address any customer complaints or issues directly, ensuring problems are resolved swiftly and to the customer’s satisfaction.
• Manage relationships with delivery drivers and set clear expectations for delivery timelines.
• Ensure the effective allocation of personnel to meet daily operational requirements.
• Manage and oversee the activities of the customer service officials, decorators,bakers, drivers, and other support staff.
• Manage Costing of the menu and other product pricing for the company.
• Manage the procurement process of all office essentials and stock keeping for all products.
• Ensure proper replenishment of stock. No item should be out of stock.
• Monitor inventory and ensure zero waste
• Track and review production data and key performance indicators across departments.
• Compile and present monthly reports on key operations such as production, finance, staffing, and customer service performance.
• Regularly review reports from production, events, and customer service teams to ensure alignment with company goals.
• Ensure the company’s activities comply with legal, regulatory, and financial directives.
• Monitor adherence to human resource and safety compliance standards.
• Maintain compliance with all company policies and procedures, including data security and customer privacy protocols.

Requirements:

• B.Sc./M.Sc... in a business-related field.
• A master’s degree in Business Administration (MBA) is an added advantage.
• Minimum of 6 years of relevant experience in operations management, preferably in retail or food manufacturing.
• Experience in managing customer service teams and logistics operations is compulsory.
• Management certification (e.g., PMP, Six Sigma) is an advantage.
• Strong business acumen and knowledge of operational processes.
• Ability to create and manage budgets effectively.
  

Location: Ikoyi 
Remuneration: NGN 600,000- 700,000