About the Role
We are looking for a proactive and detail-oriented Operations Executive to support and manage daily business operations, ensuring smooth workflow across departments and maintaining high standards of service delivery. The role requires strong organizational, coordination, and problem-solving skills, with the ability to monitor operational performance, resolve issues, and ensure that business activities are completed efficiently and in line with company objectives.
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Key Responsibilities
1. Daily Operations Management
- Oversee daily operational activities to ensure smooth and efficient business operations.
- Monitor daily workloads, task allocation, and workflow to ensure activities are completed within established timelines.
- Coordinate with different departments and service centres to ensure operational requirements are met.
- Identify operational challenges and take appropriate action to minimize delays and disruptions.
- Ensure that operational procedures and company policies are followed consistently.
2. Performance Monitoring and Reporting
- Monitor operational performance against established KPIs, targets, and service-level agreements (SLAs).
- Prepare daily, weekly, and monthly operational reports for management review.
- Track productivity, transaction volumes, pending tasks, and service delivery performance.
- Identify performance gaps and recommend practical improvements.
- Follow up with relevant teams to ensure that operational targets are achieved.
3. Team Coordination and Support
- Coordinate with operations teams to ensure tasks and responsibilities are clearly assigned.
- Follow up on pending work and support teams in resolving operational issues.
- Monitor attendance, shift coverage, and manpower requirements in coordination with the relevant departments.
- Escalate staffing shortages, performance concerns, and operational risks to management.
- Support the implementation of operational instructions and management decisions.
4. Process Improvement and Quality Control
- Review existing operational processes and identify opportunities to improve efficiency.
- Ensure accuracy, consistency, and quality in daily operations.
- Identify recurring errors, delays, and service issues and recommend corrective actions.
- Assist in developing and updating standard operating procedures (SOPs) and internal workflows.
- Ensure proper documentation, recordkeeping, and compliance with internal operational standards.
5. Issue Resolution and Coordination
- Handle day-to-day operational challenges and coordinate with the relevant teams to resolve them promptly.
- Investigate service delays, customer complaints, and operational discrepancies.
- Coordinate with internal departments, including HR, Finance, IT, and Customer Service, to address operational requirements.
- Escalate critical issues to management with relevant details and recommended solutions.
- Follow up on corrective actions to ensure issues are resolved effectively.
Qualifications and Experience
- Bachelor's degree in Business Administration, Operations Management, or a related field is preferred.
- Minimum 2–4 years of experience in operations management, operations coordination, or a similar role.
- Experience in a multi-branch, service-oriented, or customer-facing business environment is an advantage.
- Strong knowledge of operational workflows, KPI monitoring, reporting, and process improvement.
- Experience using MS Excel, reporting tools, and operational management systems.
- Excellent organizational, analytical, and problem-solving skills.
- Strong communication and coordination skills.
- Ability to manage multiple priorities and work under pressure.
Key Competencies
- Operational planning and coordination
- KPI and performance monitoring
- Analytical thinking and problem-solving
- Process improvement
- Reporting and documentation
- Team coordination and accountability
- Time management and prioritization
- Attention to detail
Performance Indicators (KPIs)
- Achievement of operational targets and KPIs.
- Timely completion of daily operational activities.
- Reduction in pending tasks, processing delays, and operational errors.
- Improvement in team productivity and workflow efficiency.
- Compliance with internal procedures and service-level standards.
- Timely submission and accuracy of operational reports.
- Effective resolution of operational issues.
