Senior Operations Manager

 Location  Nairobi, Kenya

Reports to Employment Chief Executive Officer

Full-time

Housekeeping; Transport & Logistics; Unit Operations; Repairs & Maintenance; Office Operations Role Purpose Level Senior Management

The Senior Operations Manager provides overall strategic oversight, coordination, and performance management across housekeeping, transportation, unit operations, repairs and maintenance, and office operations.

This role translates company objectives into operational priorities, ensures budget compliance, enforces quality standards, and fosters seamless cross-departmental coordination. 

Key Responsibilities

1. Operational Leadership & Governance 

● Provide management oversight and direction to departmental managers, supervisors, and team leads.

● Review operational performance regularly and hold departmental leads accountable for results, corrective actions, and timely closure of open items.

● Identify recurring operational failures, determine root causes, and implement sustainable process improvements.

2. Departmental Oversight 

● Housekeeping Operations: Oversee the Housekeeping Manager to ensure SOP compliance, hygiene standards, inspection pass rates, inventory control, and timely unit readiness.

● Transportation & Logistics: Oversee daily transport management, route scheduling, fuel efficiency, vehicle licensing/insurance, routine maintenance, and safety compliance.

● Unit Operations & Readiness: Ensure high presentation standards across all units, manage check-in/check-out readiness, defect resolution, unit onboarding, and offboarding workflows.

● Repairs & Maintenance: Manage maintenance workflows, preventive maintenance schedules, vendor contracts, quality checks on repairs, and emergency issue escalation.

● Office Operations: Provide administrative oversight to ensure a secure, well-supplied, and functional workplace.

Key Performance Indicators Specific targets will be agreed through the company’s operating plan. Performance Area Unit readiness Service quality Maintenance

How Success Is Measured Units ready by agreed check-in and handover times

Housekeeping inspection pass rate and reduction in repeat complaints Repair resolution time, preventive-maintenance completion and repeat defects

Transport Cost & inventory Team performance Reporting Reporting

Requirements

On-time assignment completion, fuel efficiency and vehicle downtime Budget adherence, inventory accuracy and reduced wastage Productivity, training completion and SOP compliance Timely, accurate trackers, risk updates and action closure

● Weekly departmental performance, unit-readiness, incidents and priority action update. 

● Monthly operating-cost, maintenance, transport, inventory and service-quality review.

● Quarterly operational improvement, staffing and resource-planning recommendations.

Qualifications & Experience

● Diploma or bachelor’s degree in Operations, Hospitality, Facilities Management, Business Administration or a related field.

● At least 4 years of operational experience, including 2 years in management; hospitality, serviced-apartment, property or facilities experience preferred.

● Working knowledge of housekeeping, maintenance, transport, procurement, budgets, reporting and operational cost drivers.

● Proven ability to lead departmental teams, manage vendors and resolve cross-functional operational issues.

Core Competencies

Operational leadership

• Planning and prioritisation

• Cost control

• Quality assurance

• Problem-solving

• Team accountability • Vendor management

• Risk management

• Clear reporting