Group Operations Manager

Group Operations Manager

Job Purpose

The Group Operations Manager is responsible for overseeing and optimizing the day-to-day operations across all K-SL business units. The role ensures operational efficiency, service excellence, compliance, profitability, and scalable growth across Cleaning, Safety & Security, Facilities Management, and Maintenance divisions.

Key Responsibilities

• Operational Oversight

• Manage and coordinate operations across all four business units.
• Ensure consistent service delivery aligned with client SLAs and company standards.
• Develop and implement operational policies, procedures, and best practices.
• Monitor performance and address operational inefficiencies.

• Financial Performance

• Drive profitability and cost control across all divisions.
• Manage operational budgets and forecasts.
• Identify cost-saving opportunities without compromising service quality.
• Oversee resource allocation to maximize productivity.

• Team Leadership & Management

• Lead, mentor, and develop operations teams across all companies.
• Ensure proper staffing, training, and performance management.
• Foster a high-performance, accountable, and safety-driven culture.
• Support succession planning and talent development.

• Client & Stakeholder Management

• Maintain strong relationships with key clients.
• Ensure high levels of customer satisfaction and retention.
• Address escalations and resolve operational issues promptly.
• Support business development in retaining and growing contracts.

• Compliance & Risk Management

• Ensure compliance with industry regulations, health & safety standards, and company policies.
• Oversee risk management and incident reporting processes.
• Ensure all divisions adhere to contractual obligations.

• Process Improvement & Strategy Execution

• Identify opportunities for operational improvement and innovation.
• Implement systems and technology to enhance efficiency.
• Execute strategic initiatives as directed by the Group CEO.
• Standardize processes across all business units where applicable.

Key Performance Indicators (KPIs)

1. Operational Efficiency

• SLA compliance rate: ≥ 95%
• Job completion turnaround times within agreed timelines
• Reduction in operational inefficiencies (measured quarterly)

2. Financial Performance

• Gross profit margin per division (target set annually)
• Budget adherence (variance ≤ 5%)
• Cost reduction initiatives implemented per quarter

3. Client Satisfaction

• Client satisfaction score: ≥ 85%
• Client retention rate: ≥ 90%
• Number of client complaints resolved within SLA

4. People Management

• Staff turnover rate below industry benchmark
• Employee performance review completion: 100%
• Training and development targets achieved per quarter

5. Compliance & Safety

• Zero major compliance violations
• Reduction in workplace incidents (year-on-year)
• Audit compliance score: ≥ 90%

6. Growth & Strategic Execution

• Contribution to revenue growth across divisions
• Successful implementation of strategic projects (on time & within budget)
• New contracts successfully operationalized

Key Skills & Competencies

• Strong leadership and people management skills
• Financial and commercial acumen
• Excellent problem-solving and decision-making ability
• Strong client relationship management
• Knowledge of facilities, cleaning, security, and maintenance operations
• High attention to detail and organizational skills
• Ability to work in a fast-paced, multi-entity environment

Qualifications & Experience

• Bachelor’s degree in Business Management, Operations, or related field
• Minimum 5-8 years’ experience in operations management
• Experience managing multiple business units or service lines
• Industry experience in facilities management, security, cleaning, or maintenance preferred