Operations Manager

You will be responsible for handling all tasks relevant to your position in an orderly manner, in line with standard procedures as prescribed by industry standards.

Duties

Under supervision of and reporting to the Sales and Operations Manager and Director, the Operations Manager is responsible for the day-to-day running of the Business Centre along with ensuring that all Clients requests and requirements are met. Main task is liaising with clients regarding their service requirements, providing outstanding customer service and maintaining the general upkeep and appearance of the center.

Personality traits:

Possess a strong, confident, and assertive personality to handle client complaints, negotiations, contract renewals, maintain a leadership presence within the organization. Excellent written and spoken English and Arabic is necessary.

Your duties will include but not be limited to:

• Day to Day running of the Business Centre
• Ensure all operations run smoothly by proactively addressing any issues escalated beyond the coordinators and admin staff level.
• Ensuring that all Clients requests have been met in an appropriate timeframe
• Play a significant role in long-term planning, including an initiative geared toward operational excellence
• Increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions.
• Ensuring that all work is manufactured in a correct, cost effective and timely manner in alignment with specifications and quality requirements
• Contribute towards the achievement of the company’s strategic and operational objectives
• Coordinate, manage and monitor the workings of various departments in the organization
• Manage customer support. Plan and support sales and marketing activities including the community monthly events.
• Improve the operational systems, processes and policies in support of organizations mission
• Assisting the Finance Department with client payment follow ups, Termination letters/Legal letters
• Assist in the development of strategic plans for operational activity. Implement and manage operational plans.
• Be on top of onboarding new clients and managing client exits.
• Manage and keep the Office RND system up to date.
• Coordinate with contractors and suppliers for all assigned contracting work at the center.
• Initiate new client relationships and ensure the maintenance of existing ones.
• Ensure that the center’s facilities and spaces are up to standard.
• Manage the team and provide continuous training to ensure they meet client expectations.
• Strong focus on client retention, upselling and cross selling services through ensuring client satisfaction.
• Focus on optimizing revenue and reducing costs.
• Prepare the monthly meeting rooms and add-ons report using Office RND.
• Conduct co-working agreement renewals.

Key Responsibilities:

• Monthly Reporting and staff KPI: completing monthly reports ensuring to flag underperforming/over sales targets, operational efficiency and issues, and key performance indicators. Present these reports to the Management.
• Operations Management: Oversee Operations staff members at JLT location, ensuring smooth functioning of the JLT centre and daily activities. Operations, receptionists, and administrative staff which may include dealing and resolving client complaints.
• Financial Management: Dealing and resolving clients with bad debt, always ensuring minimal exposure to OBC. Identifying any dubious clients and ensuing that they aren’t onboarded to OBC. Ensuring the company is always protected against any loss.
• Communication Skills: Maintain a high level of effectiveness in communicating with clients, colleagues, and stakeholders.
• Marketing Skills: Contribute to marketing strategies and campaigns to enhance the company's brand presence and attract potential clients.
• Time Management: Efficiently manage your time to visit and audit the three centres, ensuring operational excellence, staff performance, and customer satisfaction.
• Problem-Solving: Be the go-to person for resolving client issues and complaints, ensuring client satisfaction and retention.
• Market Awareness: Stay updated on industry trends, competitors, and market pricing. Provide regular updates to the Director to ensure our pricing remains competitive.
• Interpersonal Skills: Develop and maintain positive working relationships with colleagues, fostering a collaborative and productive work environment.
• Leadership: Demonstrate strong leadership qualities by setting clear expectations, mentoring team members, and fostering a culture of growth and excellence within the operations team.
• Office Repairs/Maintenance: Oversee any office repairs or problems ensuring 3 quotes are obtained for all repairs and approved by management
• Proactive Approach: Systematic time keeping of important milestones and highly self-organized.

Qualifications:

• Minimum 5 years of sales & operational experience (relevant serviced office experience is preferred)
• Exceptional problem-solving skills, communication skills, both written and verbal.
• Engaging with stakeholders from clients through to employees
• Background in an Operational team or strong previous high-level operations preferred.
• Strong problem-solving skills and the ability to multitask handling client issues.
• Confident and assertive personality to handle complaints, renewals, and negotiations.
• Excellent knowledge of industry trends, competition, and pricing.
• Outstanding interpersonal and leadership skills.
• Advanced writing skills