Job Objective:

To lead and coordinate all operational functions of the business, ensuring strategic execution, process compliance, system utilization, and team performance. The Operations Manager ensures seamless execution across departments while driving cost-efficiency, quality, safety, and stakeholder satisfaction.

Detailed Duties & Responsibilities

Project Management, Strategic Planning, Execution & Governance

• Serve as a strategic advisor to the Managing Director, aligning operational plans with company- wide transformation goals and ensure frontline management.
• Lead implementation of cross-functional projects under the Strategic Execution & Transformation, ensuring milestones, timelines, and deliverables are tracked across all business units.
• Establish formal escalation paths for stalled actions and unresolved cross-departmental issues.
• Submit weekly and monthly operational summary reports to the MD and provide inputs into board-level strategic updates.
• Lead Weekly Operations Review (WOR) HODs meetings and ensure Daily Operations Review (DOR) cascading meetings are done and minutes recorded, filed and dashboards to track tasks to completion.
• Ensure Project Management through Master Plan, Gantt chart and other tools to monitor success.

Commercial Execution & Accountability

• Chair the Weekly Operations Review (WOR) meetings, ensuring 100% HOD participation and real-time tracker updates as per the Operations Review SOP.
• Implement a matrix accountability framework across Factory, Depot, Transport, and Commercial teams, with clear KPIs and escalation mechanisms.
• Assign clear ownership of dashboard reports by department and ensure monthly sign-offs on operations metrics.
• Sales Leadership: Develop and execute a strategic sales plan to meet and exceed monthly sales targets
• Provide Leadership in marketing and brand management to successfully execute and manage marketing budget, maximize the ROI of all initiatives and maintain high accountability of budget.
• Departmental Team Management: Lead, mentor, and motivate a team of Sales Representatives to achieve individual and collective sales goals. Foster a collaborative and results-driven team environment.
• Perform Monthly Customer Satisfaction and Net Promoter Score and grow month on month.

Factory Oversight & Maintenance Coordination

• Oversee daily and weekly production planning in line with the Production SOP, coordinating shift schedules, material readiness, and preventive maintenance.
• Align production targets with delivery timelines and customer priorities maintain OEE , Lean Six Sigma, Kaizen and DMAIC methodologies to streamline processes.
• Define a structured escalation protocol for urgent customer-priority orders and production line downtime decisions in collaboration with the Factory Manager.

Quality, Safety & Legal Compliance

• Ensure 100% adherence to KEBS and ISO quality standards, executing quality protocols and non-conformance reporting as outlined in the Production SOP.
• Enforce all health and safety protocols in accordance with the SHE SOP and the company’s Occupational Safety policy.
• Oversee compliance with all statutory regulations (KEBS, OSHA, NEMA, KRA) and internal legal frameworks.
• Coordinate quarterly SHE audits, maintain PPE compliance logs, and supervise biannual emergency drills.

Budgeting & Cost Control

• Collaborate with Finance to develop and manage operational budgets, monitor variance within
• ±5%, and escalate deviations as per the Budgeting & Cost Control SOP.
• Review monthly cost center performance reports with Finance to guide corrective actions.
• Approve expenditure within pre-defined thresholds, escalating capital or exceptional costs as per company policy.

Human Capital, Appraisals & Performance Management

• Lead monthly performance check-ins and quarterly appraisals in line with the HR Manual and the Commission & KPI SOP.
• Implement coaching, PIP, and reward/reprimand processes anchored to appraisal outcomes.
• PIP cycles shall run for 30–60 days, with HR guidance and documentation per the Disciplinary SOP.
• Collaborate with HR to develop a leadership pipeline, succession matrix, and cross-functional training plans.
• Implement Train the Trainer Strategy.

ICT Systems Implementation, Utilization & Reporting

• Ensure full adoption and real-time data entry into ERP and CRM platforms, with automated dashboards for operations, dispatch, and production.
• Drive reporting, fuel tracking, and customer delivery analytics as per the ERP/CRM Utilization SOP.
• Coordinate with ICT for quarterly access review, audit trail monitoring, and system security compliance.
• Implement automated operational dashboards and executive reports using Power BI, Tableau, SQL, and advanced Excel, improving KPI visibility

Depots and Supply Chain Oversight

• Dispatch, Routing & Delivery – Oversee routing plans, fuel calculations, and delivery sequencing in line with the Routing SOP and Dispatch SOP.
• Ensure 100% compliance with OTIF standards, load verification, and sealing protocols monitored via Loss Control systems.
• Escalate failed dispatches, delays, and rerouting issues through the proper chain of command.
• Participate in weekly forecast reviews with Commercial and ensure no overdue orders exceed 7 working days.

Loss Control, Fraud Prevention & Risk Management

• Monitor execution of Loss Control Policy and shrinkage prevention strategy across depot,
• supply chain, commercial and all other areas.
• Review CCTV, GPS, fuel sensor logs, and route adherence weekly with the Loss Control Unit.
• Ensure all loss or fraud incidents are reported to authorities within 48 hours and
• investigations closed within 7 working days.

Environmental Compliance & Sustainability

• Enforce environmental reporting and compliance with internal and NEMA standards as guided by the Environmental Compliance SOP.
• Track power usage, machine emissions, and waste management KPIs in collaboration with the HSSE and Maintenance teams.
• Support implementation of sustainable practices in production and logistics.

Crisis Management & Business Continuity

• Lead operational response under the Crisis Management Policy, ensuring all incidents are assessed, escalated, and closed with documented resolutions.
• Maintain up-to-date risk registers, SOP backups, and continuity plans across key operational areas.
• Participate in quarterly simulations and staff briefings on crisis readiness.
• Apply the ADR framework to manage formal disputes with closure targeted within 14 working days.

Qualifications And Skills:

• Master’s in Operations Management, Engineering, or Business Administration.
• Minimum 10 years’ experience in operations within manufacturing or logistics roles.
• Proven leadership in managing cross-functional teams.
• Proficiency in ERP/CRM systems, data analytics, and project management.
• Excellent leadership, strategic thinking, and compliance awareness.
• Six Sigma/Kaizen/DMAIC certified, Lean Management (added advantage).
• Strong analytical, communication, and change management skills.

KPIs- Key Performance Indicators

• KPI Area Target
• Supply Chain Efficiency and OTIF Compliance ≥ 96%
• DOR and WOR attendance and QA ≥ 98%
• Dispatch TAT 2–5 Days
• Factory Throughput, OEE, health & Safety and Quality Assurance ≥ 98%
• Commercial Financial Performance ±5%
• Employee Productivity and Leadership ≥ 95%
• SOPs and Policies Compliance Score 100%
• Human Capital Check-ins Performance Monthly 80%
• ICT Efficiency and Systems Reporting ≥ 95%
• Customer Satisfaction and Net Promoter Score (0-9) >80%

Smart Deliverables:

• Reduce production defect rate to <2% by Q3.
• Achieve 100% reporting of WORs by all HODs weekly.
• Achieve 100% reporting of DORs by all line managers daily.
• Complete transition of manual trackers to ERP dashboards by end-year.
• Maintain operational budget within +/-5% monthly variance.
• Improve inventory turnover and reduce waste by 15%.
• Conduct quarterly cross-functional audit and performance reviews.

• Serve as a strategic advisor to the Managing Director, aligning operational plans with company- wide transformation goals and ensure frontline management.
• Lead implementation of cross-functional projects under the Strategic Execution & Transformation, ensuring milestones, timelines, and deliverables are tracked across all business units.
• Establish formal escalation paths for stalled actions and unresolved cross-departmental issues.
• Submit weekly and monthly operational summary reports to the MD and provide inputs into board-level strategic updates.
• Lead Weekly Operations Review (WOR) HODs meetings and ensure Daily Operations Review (DOR) cascading meetings are done and minutes recorded, filed and dashboards to track tasks to completion.
• Ensure Project Management through Master Plan, Gantt chart and other tools to monitor success.
• Chair the Weekly Operations Review (WOR) meetings, ensuring 100% HOD participation and real-time tracker updates as per the Operations Review SOP.
• Implement a matrix accountability framework across Factory, Depot, Transport, and Commercial teams, with clear KPIs and escalation mechanisms.
• Assign clear ownership of dashboard reports by department and ensure monthly sign-offs on operations metrics.
• Develop and execute a strategic sales plan to meet and exceed monthly sales targets
• Provide Leadership in marketing and brand management to successfully execute and manage marketing budget, maximize the ROI of all initiatives and maintain high accountability of budget.
• Lead, mentor, and motivate a team of Sales Representatives to achieve individual and collective sales goals. Foster a collaborative and results-driven team environment.
• Perform Monthly Customer Satisfaction and Net Promoter Score and grow month on month.
• Oversee daily and weekly production planning in line with the Production SOP, coordinating shift schedules, material readiness, and preventive maintenance.
• Align production targets with delivery timelines and customer priorities maintain OEE , Lean Six Sigma, Kaizen and DMAIC methodologies to streamline processes.
• Define a structured escalation protocol for urgent customer-priority orders and production line downtime decisions in collaboration with the Factory Manager.
• Ensure 100% adherence to KEBS and ISO quality standards, executing quality protocols and non-conformance reporting as outlined in the Production SOP.
• Enforce all health and safety protocols in accordance with the SHE SOP and the company’s Occupational Safety policy.
• Oversee compliance with all statutory regulations (KEBS, OSHA, NEMA, KRA) and internal legal frameworks.
• Coordinate quarterly SHE audits, maintain PPE compliance logs, and supervise biannual emergency drills.
• Collaborate with Finance to develop and manage operational budgets, monitor variance within ±5%, and escalate deviations as per the Budgeting & Cost Control SOP.
• Review monthly cost center performance reports with Finance to guide corrective actions.
• Approve expenditure within pre-defined thresholds, escalating capital or exceptional costs as per company policy.
• Lead monthly performance check-ins and quarterly appraisals in line with the HR Manual and the Commission & KPI SOP.
• Implement coaching, PIP, and reward/reprimand processes anchored to appraisal outcomes.
• PIP cycles shall run for 30–60 days, with HR guidance and documentation per the Disciplinary SOP.
• Collaborate with HR to develop a leadership pipeline, succession matrix, and cross-functional training plans.
• Implement Train the Trainer Strategy.
• Ensure full adoption and real-time data entry into ERP and CRM platforms, with automated dashboards for operations, dispatch, and production.
• Drive reporting, fuel tracking, and customer delivery analytics as per the ERP/CRM Utilization SOP.
• Coordinate with ICT for quarterly access review, audit trail monitoring, and system security compliance.
• Implement automated operational dashboards and executive reports using Power BI, Tableau, SQL, and advanced Excel, improving KPI visibility
• Oversee routing plans, fuel calculations, and delivery sequencing in line with the Routing SOP and Dispatch SOP.
• Ensure 100% compliance with OTIF standards, load verification, and sealing protocols monitored via Loss Control systems.
• Escalate failed dispatches, delays, and rerouting issues through the proper chain of command.
• Participate in weekly forecast reviews with Commercial and ensure no overdue orders exceed 7 working days.
• Monitor execution of Loss Control Policy and shrinkage prevention strategy across depot, supply chain, commercial and all other areas.
• Review CCTV, GPS, fuel sensor logs, and route adherence weekly with the Loss Control Unit.
• Ensure all loss or fraud incidents are reported to authorities within 48 hours and investigations closed within 7 working days.
• Enforce environmental reporting and compliance with internal and NEMA standards as guided by the Environmental Compliance SOP.
• Track power usage, machine emissions, and waste management KPIs in collaboration with the HSSE and Maintenance teams.
• Support implementation of sustainable practices in production and logistics.
• Lead operational response under the Crisis Management Policy, ensuring all incidents are assessed, escalated, and closed with documented resolutions.
• Maintain up-to-date risk registers, SOP backups, and continuity plans across key operational areas.
• Participate in quarterly simulations and staff briefings on crisis readiness.
• Apply the ADR framework to manage formal disputes with closure targeted within 14 working days.

• Proficiency in ERP/CRM systems
• Data analytics
• Project management
• Excellent leadership
• Strategic thinking
• Compliance awareness
• Strong analytical skills
• Communication skills
• Change management skills

• Master’s in Operations Management, Engineering, or Business Administration.
• Six Sigma/Kaizen/DMAIC certified
• Lean Management (added advantage)