Operations and Business Performance Manager

About the role

The Operations and Business Performance Manager will lead daily operations, ensuring consistent quality and service standards across all touch points. This role combines operational oversight with performance analytics to drive continuous improvement in a fast‑paced hospitality environment.

Key responsibilities

• Oversee daily operations, enforce SOPs, QA/QC systems and food safety processes.
• Conduct quality audits for production, storage, dispatch and vendor activities.
• Lead staff onboarding, training, performance tracking and development.
• Manage customer service across WhatsApp, phone, social media, Shopify and in‑person channels.
• Own customer complaints, ensuring timely resolution and follow‑up.
• Handle administrative processes, employee documentation, permits and regulatory compliance.
• Support recruitment, onboarding, performance reviews and disciplinary actions.
• Monitor operational performance, identify gaps and implement improvements.
• Prepare regular operational and performance reports for management.

Required profile

• Bachelor’s degree in Business Administration, Operations, Hospitality or a related field.
• 5–10 years of experience in operations, hospitality, retail or food‑service environments.
• Proven team‑management experience with strong organizational and problem‑solving abilities.
• Excellent communication skills and attention to detail.
• Ability to handle confidential information and work with high‑net‑worth clients.

Required skills

• Shopify
• WhatsApp

What we offer

• Competitive monthly salary.
• Opportunity to lead a dynamic team in a leading hospitality firm.
• Professional development and growth prospects.