Performance & People Manager

Responsibilities:

Standards Enforcement:

• Enforce punctuality, attendance, and approved staff schedules.
• Enforce grooming, uniform, hygiene, and presentation standards.
• Monitor service execution against approved SOPs.
• Regulate behaviour in service areas (phone usage, noise, conduct).
• Maintain a calm, controlled, premium operational environment.

Staff Behaviour & Performance Monitoring:

• Monitor staff conduct, presence, and professionalism throughout shifts.
• Correct deviations immediately and in line with standards.
• Document verbal warnings and escalate repeated infractions.
• Ensure all client-facing interactions meet brand expectations and standards.

Documentation & Reporting:

• Maintain accurate records of verbal warnings, written warnings, probation and improvement plans.
• Prepare daily operational reports.
• Escalate serious or repeated non-compliance per SOP & policies.
• Ensure all incidents and actions are logged in the HR system (NotchHR).

Client Experience Protection:

• Protect premium client experience and journey across all touchpoints.
• Intervene immediately where service or behaviour risks client satisfaction.
• Enforce service flow, ambience, and communication standards.
• Support client recovery actions as per company policy & manuals.

Talent Acquisition & Onboarding:

• Manage recruitment for operational and specialist roles.
• Screen candidates for skill, discipline, cultural & personality fit.
• Coordinate interviews, assessments, and trials.
• Oversee onboarding, orientation, trainings and probation tracking.
• Ensure new hires understand SOPs, policies and manuals before deployment.

Requirements:

• 4–7 years experience in HR operations, standards enforcement, performance management or operational leadership (premium hospitality, wellness, lifestyle & luxury retail preferred).
• Excellent communicator with strong training, coaching and team engagement skills.
• Detail-oriented, confident, organised with strong problem-solving abilities.
• Tech‑savvy with Asana Workspace, HR software, Slack, Microsoft Teams, CRM tools and reporting platforms.
• B.Sc/MSc degree, NYSC or exemption letter required. CIPM or performance management certifications are a plus.
• High standards in premium luxury services with disciplined execution.
• Strong interpersonal and leadership presence.
• Observant, data‑driven, and quality‑centric.
• Ability to motivate teams while enforcing accountability.
• Commitment to consistent, exceptional client experience.

Authority Level:

• Authorised to correct, caution, and take disciplinary organisational decisions on all staff members in the company’s best interest.
• Authorised to enforce SOPs without negotiation, hire great talents and terminate those who do not meet organisational standards and policies, using company guidelines.
• No authority to waive standards or disciplinary procedures.

Key Performance Indicators:

• SOP Compliance Rate: ≥ 90% compliance across all departments.
• Staff Punctuality, Attendance & Retention: ≥ 90% rate maintained.
• Behavioural Infractions: Fewer than 10 repeat infractions per review period.
• Client Complaints: Below 10% monthly with documented resolution.
• Documentation Accuracy: ≥ 90% completeness and timely reporting.
• Probation Success Rate: ≥ 90% successful completion.
• Corrective Action Closure Rate: ≥ 95% resolution within timelines.

Role Boundaries:

• Not an administrative or clerical role.
• Not a coaching or friendly supervisory role.
• Focused on enforcement, discipline, and consistency in service.

Success Metrics:

• Calm and disciplined daily operations.
• Consistent service quality across shifts.
• Minimal client complaints.
• Staff behaviour aligned with brand standards.
• Complete and auditable performance records.

Personality Fit:

• Highly organised and detail-driven.
• Honest, reliable, and process-oriented.
• Calm under pressure.
• Strong follow-through skills.

Remuneration: NGN 500,000 Net