Job Summary
The Operations Excellence Manager is responsible for leading continuous improvement, quality assurance, and workforce management initiatives across the organization's branches. The role ensures operational standards are consistently upheld, processes are optimized, and performance insights are leveraged to enhance efficiency, elevate the member experience, and support sustainable business growth.
Key Functional Responsibilities
- Develop, document, and enhance operational processes to ensure alignment with the organization's strategy and service standards.
- Conduct regular operational audits across branches to assess compliance with SOPs, policies, and quality benchmarks.
- Recommend, implement, and monitor corrective and preventive actions for identified performance or process gaps.
- Oversee workforce management activities including scheduling, resource deployment, and shift planning to maximize service delivery and labor efficiency.
- Monitor, analyze, and report on operational KPIs; identify performance trends and provide actionable insights to drive efficiency and member satisfaction.
- Collaborate with branch managers and cross-functional teams to execute process improvements and embed best operational practices.
- Identify technical, behavioral, and leadership skill gaps through operational performance reviews and quality assessment findings.
- Work closely with L&D and the Academy to ensure training and development programs address identified capability gaps.
- Promote a culture of continuous improvement through the sharing of best practices, tools, and operational methodologies.
- Prepare and present structured performance reports and improvement updates to the COO and senior management, including workforce management outcomes.
Key Managerial Responsibilities
- Cascade the functional strategy into departmental business plans, ensuring effective vertical alignment and horizontal integration with interfacing departments.
- Lead the department by setting clear objectives, managing performance, and fostering the development and motivation of team members.
- Develop and recommend the departmental budget; monitor expenditures to ensure alignment with approved financial guidelines.
- Ensure effective implementation of departmental policies, procedures, and controls so that all activities comply with internal and external requirements while maintaining service quality and cost efficiency.
- Identify opportunities for continuous improvement in systems, processes, and practices, in line with leading standards and organizational priorities.
- Ensure all departmental reports are prepared accurately, submitted on time, and aligned with organizational standards and quality expectations.
Job Specifications
- Education: Minimum Bachelor's degree in Business Administration, Industrial Engineering, Operations Management, or a related field (Master's preferred).
- Professional Certificates: Lean, Six Sigma
- Experience: Minimum 7+ years of experience in operations management, process improvement, or quality assurance (multi-site operations experience is an advantage).
- 2+ years of experience in conducting audits and developing performance dashboards
