Operations Supervisor

Responsibilities:

Floor Standards & Daily Routines:

• Complete the opening walk against checklist each day; staff present and in uniform, stations prepared, equipment powered and tested.
• Enforce service, presentation and hygiene standards on the floor, consistently and without exception.
• Observe and record at least two services or consultations each day, and give specific, technical  feedback.
• Review capacity at midday and reallocate staff where required.
• Complete the closing walk against checklist and confirm the floor is set for the next trading day.

People Management & Conduct:

• Line manage the technical team and office assistants, including a monthly one-to-one with every direct report.
• Apply the company conduct framework where standards are not met, and record every breach within 48 hours.
• Hold difficult conversations promptly, and apply rules consistently to everyone, including long-serving and popular staff.
• Send a member of staff home where they are unfit to work, and report it to the Managing Director the same day.
• Review conduct and performance for each member of staff monthly.

Rota, Attendance & Cover:

• Own the technical team rota, including shift swaps and cover within agreed staffing minimums.
• Manage attendance, punctuality and absence, and reduce capacity lost to lateness and absence.
• On days not worked, ensure opening and closing checklists are completed by a nominated senior technician on a published rota, and review them on return.
• The postholder is accountable for floor standards across all seven trading days.

Productivity & Capacity:

• Own utilisation of technician time and chairs, and act daily to improve it.
• Monitor service times against published standards and intervene where services run over.
• Review the day’s calendar with the Client Service Lead each morning for clashes, gaps and staffing risk.
• Review utilisation, service time adherence and rebook rate by individual each month, and agree actions.

Equipment, Premises & Stock:

• Ensure all equipment is available and working at the start of every trading day.
• Act as the escalation point for any equipment or premises fault that affects trading, including with the building’s facilities management, and oversee external contractors on site.
• Produce a weekly equipment status report and follow up outstanding faults.
• Reconcile stock counts against service activity weekly with the Inventory Officer, and hold the team to correct product usage.

Training & Technical Development:

• Identify skills gaps in the team, and arrange or deliver training.
• Monitor completion of assigned training modules and follow up where training is outstanding.
• Support recruitment of technical staff by screening candidates and conducting practical skills assessments.

Reporting & Escalation:

• Submit a written weekly report to the Managing Director in the fixed format.
• Escalate with four points every time: what happened, what it affects, what has already been done, and what decision is needed — with a recommendation attached.
• Keep routines documented.
• A routine that is not documented is treated as not done.

Working With the Client Service Lead:

• The Operations Supervisor owns the technical floor.
• The client service lead owns the front desk and the client journey.
• The two roles work as one team.
• Bookings, the calendar, client communication and checkout sit with the Client Service Lead.
• The operations supervisor does not cover the front desk.
• Clinical standards, consultation and product prescription sit with the clinical team. Stock ordering sits with inventory.
• HR administration sits with People Operations. Where these matters reach the postholder, route them rather than absorb them.

Requirements:

• Minimum 3 years supervising staff in a hands-on service environment where the service is delivered to the client in person, salon, spa, clinic, hotel housekeeping, restaurant floor or retail floor.
• A university degree is not required.
• What is required is a demonstrable track record of holding a team to standard.
• Experience managing a team of ten or more, including staff with limited formal education.
• Experience owning a rota, managing absence and cover, and enforcing punctuality.

Essential Competencies:

• Has line managed a team: one-to-ones, performance conversations and formal disciplinary procedures taken through to a written outcome.
• Can show how a team they led improved.
• Confident using booking, HR and attendance software, and Excel or Google Sheets.
• Able to read and act on utilisation, stock and productivity reports.
• Quick to learn new systems; will work daily in Timely and NotchHR.
• Gives clear, simple instructions that a varied team understands first time.
• Writes concise reports and escalations.
• Gives specific, technical feedback on finished work.
• Works as one team with the Client Service Lead, clinical team and Inventory.
• Shares information early and resolves floor issues together rather than passing them on.
• Must Be Demonstrated (assessed at selection — not accepted on trust)
• Holding a standard. Specific, real examples of enforcing a standard that was unpopular, and the outcome.
• Experience of applying a formal disciplinary process through to a written outcome.
• Able to interpret utilisation, stock variance and productivity data and turn it into action.
• Able to assess whether a service has been delivered to standard and say specifically what needs correcting.

Disposition:

• Holds a standard when it is unpopular.
• Does not need to be liked to be effective.
• Applies rules the same way to everyone.
• Works from routine without being reminded and brings a recommendation, not a question.
• Does not discuss one member of staff with another.

Desirable:

• Background in hair, beauty, spa or clinic operations.
• Experience in a premium or clinical service environment.
• Enough familiarity with braiding, styling or nail services to judge finished work.
• Experience embedding a new standard or system across a team that resisted it.

Key Performance Area:

• Customer: Rework and correction before the client departs, rebook rate by technician, service quality spot-check results
• Process: Technician utilisation, chair utilisation, service time adherence
• Operations: Equipment uptime, product usage variance, productive capacity lost to lateness, absence and equipment downtime
• Team: Conduct breaches logged and actioned within 48 hours, attendance and punctuality, one-to-ones completed
• Learning & Growth: Team training completion by deadline, skills gaps identified and addressed, self-development

This Role Is Not Suitable If:

• Your background is office or corporate only, with no experience of a service floor.
• You have never applied a disciplinary process.
• You are unwilling to work weekends, or to open and close.

Remuneration: NGN 300,000– 500,000 Monthly, depending on experience