The Operations Officer is responsible for overseeing and coordinating the company’s daily operational activities to ensure smooth delivery of consultancy and outsourcing services. This role focuses on consultant scheduling, operational compliance, policy development, client issue escalation, and ensuring company programs and events are executed effectively while safeguarding the company’s interests and culture.

Key Responsibilities

Operational Management

• Manage and monitor the day-to-day schedules, assignments, and availability of consultants to ensure optimal utilization and timely service delivery.
• Coordinate with consultants, clients, and internal teams to resolve scheduling conflicts and operational issues.
• Ensure company programs, events, and internal initiatives are planned, organized, and executed according to approved timelines and objectives.

Policy Development and Implementation

• Develop, review, and implement operational policies and procedures to protect the company’s legal, financial, and reputational interests.
• Create and enforce policies that promote and strengthen company culture, values, and professional standards.
• Ensure policies are clearly communicated, consistently applied, and periodically updated.

Client Relations and Escalation Handling

• Serve as the primary point of escalation for client concerns, complaints, and service-related issues.
• Investigate issues promptly and coordinate with relevant teams to implement effective and timely solutions.
• Maintain strong client relationships by ensuring concerns are handled professionally and confidentially.

Compliance and Regulatory Management

• Ensure timely renewal of business permits, licenses, and registrations required for company operations.
• Monitor and ensure compliance with government regulations, labor laws, and industry standards.
• Maintain accurate and organized records related to permits, compliance, and regulatory requirements.

Continuous Improvement

• Identify operational gaps and recommend process improvements to enhance efficiency and service quality.
• Support management in implementing operational strategies aligned with business objectives.

Qualifications and Skills

Education

• Bachelor’s degree in Business Administration, Operations Management, Management, or a related field.

Experience

• Minimum of 2–4 years of experience in operations, administration, or a similar role (experience in consultancy or outsourcing firms is an advantage).

Skills and Competencies

• Strong organizational and time-management skills.
• Excellent problem-solving and decision-making abilities.
• Strong written and verbal communication skills.
• Knowledge of policy development, operational controls, and compliance requirements.
• Ability to manage client escalations with professionalism and discretion.
• Proficiency in standard office and collaboration tools suitable for hybrid work environments.

Work Arrangement Requirement

• Willingness and ability to work in a hybrid set-up, with flexibility to work both on-site and remotely as operational needs require.

Personal Attributes

• Professional, ethical, and reliable
• Proactive and solution-oriented
• Adaptable in a fast-paced and hybrid work environment
• Strong sense of accountability and ownership