Head of Operations

● Recommend strategies and advise the CEO on issues that pertain to the development of the company. ● Actively pursue the company’s strategic and operational objectives ● Work closely with the management team to develop long-term operational strategies aimed at efficiency, customer satisfaction, and profitability. ● Ensure operational activities remain on time and within a defined budget. ● Oversee production schedules to meet client demands ● Collaborate with the customer service team to ensure timely responses to customer inquiries and complaints, ensuring customer satisfaction at every step. ● Manage delivery schedules, coordinating with drivers and logistics partners to ensure on-time, efficient deliveries. ● Implement data collection methods for operational metrics, aiming to reduce errors and increase service excellence. ● Develop, review, and improve operational policies and procedures to enhance overall business performance. ● Supervise cross-functional support teams and collaborate to improve tools and systems for increased business efficiency. ● Maintain constant communication with management, staff, and external stakeholders. ● Work with HR and Admin teams to ensure periodic performance appraisals and continuous staff development. ● Oversee the order fulfilment process to ensure that orders are accurately processed and dispatched on time. ● Ensure the customer service team responds to emails, calls, inquiries, feedbacks and complaints promptly. Handling other external issues directed from the customer service team with a customer-first mindset. ●       Deliver results and meet customer expectations by following up on customers to get feedback on post service delivery ● Address any customer complaints or issues directly, ensuring problems are resolved swiftly and to the customer’s satisfaction. ● Manage relationships with delivery drivers and set clear expectations for delivery timelines. ● Ensure the effective allocation of personnel to meet daily operational requirements. ●       Manage and oversee the daily operations of the company ensuring orders are accurately processed, fulfilled and dispatched on time. ● Ensure the customer service team responds to emails, calls, and inquiries promptly, with a customer-first mindset. ● Address any customer complaints or issues directly, ensuring problems are resolved swiftly and to the customer’s satisfaction. ● Manage relationships with delivery drivers and set clear expectations for delivery timelines. ● Ensure the effective allocation of personnel to meet daily operational requirements. ●       Manage and oversee the activities of the customer service officials, decorators, bakers, drivers, and other support staff. ●       Manage Costing of the menu and other product pricing for the company. ●       Manage the procurement process of all office essentials and stock keeping for all products. ●       Ensure proper replenishment of stock. No item should be out of stock. ●       Monitor inventory and ensure zero waste ● Track and review production data and key performance indicators across departments. ● Compile and present monthly reports on key operations such as production, finance, staffing, and customer service performance. ● Regularly review reports from production, events, and customer service teams to ensure alignment with company goals. ●       Ensure the company’s activities comply with legal, regulatory, and financial directives. ●       Monitor adherence to human resource and safety compliance standards. ●       Maintain compliance with all company policies and procedures, including data security and customer privacy protocols.