Operations Lead

Key Responsibilities

• Oversee overall operations across multiple sites and ensure alignment with regulatory requirements and industry best practices.
• Coordinate with site teams to ensure timely completion of major works, maintenance activities, and operational deliverables.
• Ensure consistent site presentation, including upkeep of aesthetics, hygiene, and overall facility 'look and feel.'
• Manage client relationships in coordination with site teams, ensuring regular meetings, issue resolution, and closure of action items.
• Achieve financial targets for the account and identify opportunities to enhance revenue streams.
• Monitor and ensure closure of audit observations and compliance findings within defined timelines.
• Track and ensure resolution of all open operational issues across sites.
• Implement and drive account-wide programs such as MAD initiatives and ensure adoption across locations.
• Ensure implementation of Integrated Management Systems (IMS) and standardized SOPs across all sites.
• Drive adoption of best practices, innovation, and technology tools to improve operational efficiency and service delivery.
• Ensure uniform training calendars across sites and facilitate training programs through subject matter experts, site teams, and headquarters.
• Ensure full utilization and compliance with organizational technology platforms and tools across all sites.
• Ensure timely submission of operational reports, MIS reports, and performance dashboards from all sites.
• Manage attrition at site level and support workforce stability initiatives.
• Conduct routine and surprise audits to ensure adherence to SOPs and operational standards.
• Ensure timely communication including email responses, client updates, meeting minutes, and resolution tracking.
• Support business development by identifying and sharing opportunities from site-level activities.
• Promote employee engagement, recognition culture, and team motivation initiatives.
• Participate in organizational initiatives such as diversity programs, CSR activities, safety programs, and internal development initiatives.
• Support performance evaluation, employee development, and succession planning activities in coordination with leadership.
• Ensure effective vendor management to meet SLA/KPI requirements at optimal cost.
• Monitor vendor performance, background verification, resource deployment, and service continuity.
• Drive achievement of contractual service levels, customer satisfaction metrics, and cost-saving initiatives