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.