Head of Operations:

The Head of Operations for our client is a pivotal leadership role responsible for overseeing and optimising the entire operational framework of the business. This includes logistics, payment gateways, customer service, and onboarding processes to ensure seamless and efficient service delivery. The Head of Operations reports directly to the Global Chief Operating Officer (COO).

Key Responsibilities

1. Logistics Management
   • Identifying Logistic Partners: Select and manage logistics partners to handle the distribution of products from retail partners to customers. This includes negotiating contracts, managing relationships, and ensuring partners meet service standards.
   • Last Mile Service Provider: Identify and manage last-mile delivery partners specifically for online food deliveries, ensuring timely and accurate delivery to customers.
2. Payment Gateway Management
   • Ensuring Market Fit: Evaluate and ensure that the payment gateway used is suitable for the specific market needs. This involves assessing transaction security, user experience, compliance with local regulations, and overall reliability.
3. Customer Service Oversight
   • Leadership: Supervise the Head of Customer Service to ensure excellent customer support. Implement strategies to improve customer satisfaction and address any service-related issues promptly and effectively.
4. Onboarding Management
   • Managing Onboarding: Oversee the Onboarding Manager to establish and maintain strong relationships with retail partners. Ensure a smooth onboarding process for new partners, including integration of their products into the ecommerce platform and training on platform usage.
5. Ecommerce Management
   • Platform Operations: Direct the Ecommerce Manager to optimise the platform's functionality, ensuring a user-friendly interface, seamless transaction processes, and effective merchandising strategies.
6. Operational Excellence
   • Process Improvement: Continuously seek ways to improve operational processes, enhance efficiency, and reduce costs without compromising quality.
   • Performance Monitoring: Develop and monitor key performance indicators (KPIs) to track operational success and identify areas for improvement.
   • Compliance: Ensure all operations comply with relevant regulations and industry standards.

1. Support and Service Activities

• Coordination: Coordinate all support and service-related activities, ensuring a cohesive strategy that aligns with overall business objectives.
• Problem Resolution: Act as the point of escalation for complex operational issues, ensuring timely and effective resolution.

1. Reporting and Strategy
   • Reporting: Regularly report to the Global COO on operational performance, challenges, and strategic initiatives.
   • Strategic Planning: Contribute to the development and execution of the company's overall strategic goals, focusing on operational efficiency and customer satisfaction.

Team Structure

• Head of Customer Service: Manages all aspects of customer support, ensuring high levels of customer satisfaction and efficient resolution of issues.
• Onboarding Manager: Responsible for building and maintaining relationships with retail partners, ensuring their products are effectively integrated and promoted on the platform, and managing the onboarding process.
• Ecommerce Manager: Oversees the technical and functional aspects of the ecommerce platform, ensuring a seamless shopping experience for customers.

The Head of Operations is expected to create a collaborative and innovative work environment, driving continuous improvement and excellence across all areas of operations.