Head of Operations
2 days ago
About the role The Head of Operations is responsible for overseeing Wyse Active’s day-to-day operations, ensuring operational excellence, strong customer experience, and efficient use of resources. This role plays a critical part in enabling business growth by building reliable systems, leading frontline teams, and maintaining high service standards across the hub. What you'll be doing Operations Leadership & Strategy Lead and manage overall operations across facilities, programmes, events support, and front‑of‑house functions. Translate business goals into clear operational plans, SOPs, and execution timelines. Continuously improve workflows, controls, and service standards to support growth and scalability. Facilities & Asset Management Oversee facility readiness, maintenance, cleanliness, safety, and compliance. Manage vendors and contractors, ensuring service quality and cost effectiveness. Ensure proper asset management, tracking, and upkeep. Manpower Planning & Team Management Lead, coach, and develop the operations team (Ops Managers, Executives, Part‑timers). Oversee manpower planning, rostering, shift coverage, and productivity optimization. Partner with HR on hiring, training, performance management, and discipline matters. Customer Experience & Service Excellence Own the end‑to‑end on‑ground customer experience for members, parents, partners, and event participants. Establish and maintain clear service standards across all customer touchpoints. Monitor customer feedback and complaints, drive root‑cause analysis, and implement service improvements. Act as the escalation point for complex customer and operational issues. Ensure operational readiness during peak periods, tournaments, and major events. Financial & Operational Controls Manage operations budgets, cost controls, and expenditure approvals. Work with Finance on procurement planning, vendor negotiations, and cost optimization. Track operational KPIs and ensure resources are used efficiently. Compliance, Risk & Governance Ensure compliance with relevant safety, operational, and employment requirements. Maintain SOPs, risk controls, and emergency response plans. Promote a culture of safety, accountability, and operational discipline. Cross‑Functional Collaboration Collaborate closely with Sales & Marketing, Academy, Finance, HR, and Management teams. Provide operational insights and recommendations to support strategic decisions and new initiatives. What we’re looking for Diploma or Degree in Operations Management, Business, Hospitality, Sports Management, or related field. 8–12 years of operations experience, including 3–5 years in a leadership role. Strong experience managing facilities, vendors, and frontline teams. Hands‑on, structured, calm under pressure, and solutions‑oriented. Familiar with Singapore operational and employment requirements. Experience in sports, hospitality, lifestyle, or service environments is an advantage. #J-18808-Ljbffr
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