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
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Manage and coordinate operations across all four business units.
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Ensure consistent service delivery aligned with client SLAs and company standards.
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Develop and implement operational policies, procedures, and best practices.
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Monitor performance and address operational inefficiencies.
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Financial Performance
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Drive profitability and cost control across all divisions.
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Manage operational budgets and forecasts.
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Identify cost-saving opportunities without compromising service quality.
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Oversee resource allocation to maximize productivity.
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Team Leadership & Management
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Lead, mentor, and develop operations teams across all companies.
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Ensure proper staffing, training, and performance management.
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Foster a high-performance, accountable, and safety-driven culture.
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Support succession planning and talent development.
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Client & Stakeholder Management
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Maintain strong relationships with key clients.
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Ensure high levels of customer satisfaction and retention.
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Address escalations and resolve operational issues promptly.
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Support business development in retaining and growing contracts.
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Compliance & Risk Management
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Ensure compliance with industry regulations, health & safety standards, and company policies.
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Oversee risk management and incident reporting processes.
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Ensure all divisions adhere to contractual obligations.
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Process Improvement & Strategy Execution
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Identify opportunities for operational improvement and innovation.
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Implement systems and technology to enhance efficiency.
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Execute strategic initiatives as directed by the Group CEO.
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Standardize processes across all business units where applicable.
Key Performance Indicators (KPIs)
1. Operational Efficiency
SLA compliance rate:
- 95%
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Job completion turnaround times within agreed timelines
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Reduction in operational inefficiencies (measured quarterly)
2. Financial Performance
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Gross profit margin per division (target set annually)
Budget adherence (variance- 5%)
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Cost reduction initiatives implemented per quarter
3. Client Satisfaction
Client satisfaction score:
- 85%
Client retention rate:- 90%
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Number of client complaints resolved within SLA
4. People Management
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Staff turnover rate below industry benchmark
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Employee performance review completion: 100%
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Training and development targets achieved per quarter
5. Compliance & Safety
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Zero major compliance violations
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Reduction in workplace incidents (year-on-year)
Audit compliance score:- 90%
6. Growth & Strategic Execution
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Contribution to revenue growth across divisions
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Successful implementation of strategic projects (on time & within budget)
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New contracts successfully operationalized
Key Skills & Competencies
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Strong leadership and people management skills
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Financial and commercial acumen
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Excellent problem-solving and decision-making ability
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Strong client relationship management
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Knowledge of facilities, cleaning, security, and maintenance operations
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High attention to detail and organizational skills
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Ability to work in a fast-paced, multi-entity environment
Qualifications & Experience
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Bachelor’s degree in Business Management, Operations, or related field
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Minimum 5–8 years’ experience in operations management
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Experience managing multiple business units or service lines
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Industry experience in facilities management, security, cleaning, or maintenance preferred
