General Manager Operations

Role overview

Key responsibilities

• Set operational direction, strategies, policies, procedures, performance standards, KPIs, targets, and accountability frameworks.
• Oversee day-to-day service delivery and monitor productivity, efficiency, quality, costs, revenue, customer satisfaction, and overall performance.
• Manage budgets, forecasts, expenses, resource allocation, and cost control; identify opportunities to improve productivity and profitability.
• Lead process improvement, optimization, automation, and operational transformation initiatives.
• Plan workforce and resources; lead, mentor, and develop department heads, managers, supervisors, and operational teams.
• Coordinate with Sales, Marketing, Finance, HR, Procurement, IT, and other functions; build a culture of accountability, teamwork, service, quality, and safety.
• Monitor risks, compliance, quality, health and safety, and business continuity; oversee vendors, suppliers, contracts, procurement, inventory, logistics, facilities, and equipment.
• Investigate operational issues, service failures, complaints, and performance gaps and implement corrective actions.
• Analyze operational data and prepare performance reports, dashboards, forecasts, and recommendations for senior management.
• Lead new systems, technologies, and operational initiatives; represent the organization with key stakeholders and support strategic planning, expansion, and restructuring.

Requirements

• Proven experience in a General Manager – Operations, Operations Director, Head of Operations, Operations Manager, or similar senior leadership role.
• Extensive experience managing complex operations and cross-functional teams, with a record of improving efficiency, productivity, service quality, and business performance.
• Strong knowledge of operations management, process improvement, workforce planning, budgeting, cost control, and performance management.
• Experience managing operational budgets and financial performance, with strong commercial awareness.
• Excellent leadership, people management, analytical, problem-solving, decision-making, organizational, communication, negotiation, presentation, and stakeholder management capabilities.
• Ability to manage priorities and make sound decisions in a fast-paced environment; strong understanding of KPIs, performance measurement, reporting, and continuous improvement.
• Strong understanding of risk management, compliance, quality management, and health and safety requirements.
• Experience with ERP, CRM, workforce management, business intelligence, or operational systems is an advantage.
• A bachelor’s degree in Business Administration, Operations Management, Engineering, Management, or a related field is preferred; an MBA, master’s degree, or relevant professional qualification is an added advantage.
• Experience managing multi-site, regional, or large-scale operations is highly desirable.

What the employer offers

• The employer states that it offers senior management compensation and a comprehensive benefits package.
• The role offers opportunity to lead operational transformation, business expansion, and continuous improvement, with executive development, training, mentorship, and career development opportunities.
• The posting describes a collaborative, performance-driven environment and opportunities to build teams and contribute to operational excellence and business growth.