Operations Manager at Club Concierge

Club Concierge is a membership-based travel and hospitality company delivering exceptional travel services that empower our members to experience the beauty and heritage of Africa and beyond!

We are recruiting to fill the position belw:

Job Title: Operations Manager

Location: Ikeja, Lagos
Job Type: Full time

Job Description
Operational Planning and Execution:

• Manage all operational aspects, including reservations, property management, customer service, and partner relations.
• Develop and implement operational plans, policies, and procedures to streamline workflow, improve efficiency, and achieve organisational goals.
• Monitor key performance indicators (KPIs) and operational metrics to assess performance, identify areas for improvement, and drive continuous process optimization.
• Coordinate with department heads and team leaders to align operational activities with strategic objectives and business priorities.

Team Leadership and Management:

• Lead, coach, and mentor a team of operations staff, providing guidance, support, and feedback to optimize individual and team performance.
• Set clear performance expectations, goals, and objectives for team members, conducting regular performance evaluations and implementing development plans as needed.
• Foster a positive work environment that promotes teamwork, collaboration, and employee engagement, recognizing and rewarding outstanding contributions and achievements.

Process Improvement and Efficiency:

• Identify opportunities for process improvement and automation to streamline operations, reduce costs, and enhance service delivery.
• Conduct regular reviews of operational workflows, systems, and tools, implementing best practices and innovative solutions to drive efficiency and productivity.
• Partner with cross-functional teams to implement new technologies, tools, and systems that optimize operational performance and support business growth.

Quality Assurance and Compliance:

• Establish quality assurance standards and protocols to ensure the consistent delivery of high-quality services and adherence to regulatory requirements.
• Conduct regular audits and inspections of operational processes, systems, and documentation to identify compliance gaps and mitigate risks.
• Collaborate with compliance officers and legal counsel to address regulatory issues, resolve compliance discrepancies, and implement corrective actions as needed.

Customer Experience Management:

• Champion a customer-centric approach to operations, focusing on delivering exceptional service experiences and exceeding customer expectations.
• Monitor customer feedback, complaints, and service inquiries, implementing strategies to address issues, improve service quality, and enhance customer satisfaction while working closely with the member services department.
• Collaborate with customer service teams to implement customer feedback mechanisms, loyalty programs, and service enhancements that drive customer retention and loyalty.

Resource Allocation and Budget Management for the department:

• Optimize resource allocation and utilization across departments and teams to maximize efficiency and minimize waste.
• Prepare and manage departmental budgets, forecast expenses, monitor variances, and implement cost-saving initiatives to achieve financial targets.
• Negotiate contracts and agreements with vendors, suppliers, and service providers to secure favourable terms and ensure cost-effective delivery of goods and services.

Requirements

• A proven track record of successfully leading and managing operational teams, driving process improvements, and achieving operational excellence.
• Strong analytical and problem-solving skills, with the ability to analyze complex data, identify trends, and develop actionable insights and recommendations.
• Excellent communication and interpersonal skills, with the ability to build effective relationships with stakeholders at all levels of the organization.
• Advanced proficiency in project management methodologies, process mapping, and workflow optimization techniques.
• Demonstrated ability to adapt to changing business needs, prioritize competing demands, and make data-driven decisions in a fast-paced environment
• Knowledge of industry regulations, compliance standards, and best practices in operations management.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online