Operations & People Performance Manager

Responsibilities:

Standards Enforcement:

• Enforce punctuality attendance and approved staff schedules.
  
• Enforce grooming uniform hygiene and presentation standards.
  
• Monitor service execution against approved SOPs.
  
• Regulate behaviour in service areas (phone usage noise conduct).
  
• Maintain a calm controlled premium operational environment.
  

Staff Behaviour & Performance Monitoring:

• Monitor staff conduct presence and professionalism throughout shifts.
  
• Correct deviations immediately and in line with standards.
  
• Document verbal warnings and escalate repeated infractions.
  
• Ensure all client-facing interactions meet brand expectations and standards.
  

Documentation & Reporting:

• Maintain accurate records of verbal warnings written warnings probation and improvement plans.
  
• Prepare daily operational reports.
  
• Escalate serious or repeated non-compliance per SOP & policies.
  
• Ensure all incidents and actions are logged in the HR system
  

Client Experience Protection:

• Protect premium client experience and journey across all touchpoints.
  
• Intervene immediately where service or behavior risks client satisfaction.
  
• Enforce service flow ambience and communication standards.
  
• Support client recovery actions as per company policy & manuals.
  

Talent Acquisition & Onboarding:

• Manage recruitment for operational and specialist roles.
  
• Screen candidates for skill discipline cultural & personality fit.
  
• Coordinate interviews assessments and trials.
  
• Oversee onboarding orientation trainings and probation tracking.
  
• Ensure new hires understand SOPs policies and manuals before deployment.
  

• 47 years experience in Operations HR operations standards enforcement performance management or operational leadership (premium hospitality wellness lifestyle & luxury retail preferred).
  Excellent communicator with strong training coaching and team engagement skills.
• Detail-oriented confident organized with strong problem-solving abilities.
  
• Techsavvy with Asana Workspace HR software Slack Microsoft Teams CRM tools and reporting platforms.
  
• degree NYSC or exemption letter required. CIPM or performance management certifications are a plus.
  
• High standards in premium luxury services with disciplined execution.
  
• Strong interpersonal and leadership presence.
  
• Observant datadriven and qualitycentric.
  
• Ability to motivate teams while enforcing accountability.
  
• Commitment to consistent exceptional client experience.
  

Authority Level:

• Authorized to correct caution and take disciplinary organizational decisions on all staff members in the companys best interest.
  
• Authorized to enforce SOPs without negotiation hire great talents and terminate those who do not meet organizational standards and policies using company guidelines.
  
• No authority to waive standards or disciplinary procedures.
  

Key Performance Indicators:

• SOP Compliance Rate: 90% compliance across all departments.
  
• Staff Punctuality Attendance & Retention: 90% rate maintained.
  
• Behavioural Infractions: Fewer than 10 repeat infractions per review period.
  
• Client Complaints: Below 10% monthly with documented resolution.
  
• Documentation Accuracy: 90% completeness and timely reporting.
  
• Probation Success Rate: 90% successful completion.
  
• Corrective Action Closure Rate: 95% resolution within timelines.
  

Role Boundaries:

• Not an administrative or clerical role.
  
• Not a coaching or friendly supervisory role.
  
• Focused on enforcement discipline and consistency in service.
  

Success Metrics:

• Calm and disciplined daily operations.
  
• Consistent service quality across shifts.
  
• Minimal client complaints.
  
• Staff behaviour aligned with brand standards.
  
• Complete and auditable performance records.