Zonal Field Operations Manager

A. Field Operations Management and Client Relations

• Client Site Management: Directly manage service delivery and client relationships across all sites within Zone B. Conduct frequent, mandatory field visits to assess operational efficiency.
• Service Quality Assurance (QA): Implement stringent QA procedures for all service lines, focusing on real-time field audits.
• Client Retention: Leverage strong client-facing skills to manage high-value contracts, handle feedback professionally, and ensure exceptional service delivery reflective of hospitality standards.
• Troubleshooting: Act as the primary point of escalation for critical operational issues in the field.

B. Resource and Staff Deployment

• Staffing: Ensure all client sites have the necessary, fully trained staff complement in partnership with HR department
• Resource Availability: Guarantee the timely availability and proper functioning of all required resources, including vehicles, equipment, and supplies.

C. Compliance, Reporting, and Safety

• Regulatory Compliance: Ensure all operations comply with NEMA regulations, county bylaws, and occupational health and safety (OHS) standards.
• Reporting: Submit accurate and timely reports on operational performance, service quality, and resource utilization.
• Resource Management: Manage operational expenditures within the Zone B/C budget, focusing on cost-effective resource utilization.

3. Qualifications and Experience Required

• Experience: 4+ years of experience in Operations Management or Service Delivery, with at least 2 years in a managerial role overseeing multiple sites.
  
• Education/Background: Formal training or demonstrable experience in the Hospitality sector or in roles requiring high-level client service and satisfaction management.
  
• Logistics & Mobility: A Clean Driver's License and a proven ability to manage time and travel efficiently across a large urban zone.
  
• Sector Knowledge: Proven experience in one or more of the core service areas (Cleaning, Waste Management, or Exhauster Services).

Desirable

• Relevant certification in Quality Assurance or Environmental Management.
  
• Familiarity with the geography and client base of Lavington, Kilimani, and Westlands (Zone B) and familiarity with Kiambu Road, Runda, Ruaka (Zone C)