Operations Manager

I. Job Summary

The Operations Manager is responsible for overseeing and optimizing the day-to-day operations of the recruitment business. This role serves as a critical bridge between the Sales/Business Development team and the Recruitment team, ensuring smooth coordination, operational efficiency, service quality, and timely delivery of client requirements. The Operations Manager will implement processes, monitor performance, and support strategic objectives as defined by the Executive Management.

II. Responsibilities

Operational Management

• Supervise and manage daily operations of the recruitment business to ensure efficiency and compliance with company policies.
• Develop, implement, and improve operational processes, workflows, and standard operating procedures (SOPs).
• Monitor recruitment delivery timelines, candidate pipeline status, and client fulfillment metrics.
• Ensure accurate documentation, reporting, and data integrity across systems.

Cross-Functional Coordination

• Act as the primary liaison between Sales/Business Development and Recruitment teams.
• Translate client requirements and sales commitments into actionable recruitment plans.
• Ensure alignment between client expectations, recruitment capacity, and delivery outcomes.
• Resolve operational bottlenecks and inter-departmental issues promptly.

Team Supervision & Performance

• Supervise recruitment team and operational support staff.
• Track individual and team KPIs, productivity, and quality metrics.
• Provide coaching, guidance, and performance feedback to ensure continuous improvement.
• Support workforce planning and resource allocation based on business demand.

Client & Service Quality Management

• Support Sales/Business Development in ensuring high service quality and client satisfaction.
• Monitor compliance with SLAs, turnaround times, and recruitment standards.
• Escalate operational risks or delivery challenges to senior management with solutions.

Reporting & Management Support

• Prepare and present regular operational reports to Executive Management.
• Provide insights on recruitment performance, operational risks, and improvement opportunities.
• Assist senior management in implementing strategic initiatives and operational changes.
• Support leadership in scaling the recruitment operations, entering new markets, or launching new services.

Process Improvement, Compliance & Process Control

• Identify opportunities to enhance search processes and candidate evaluation frameworks.
• Oversee use and optimization of recruitment tools, ATS, and reporting systems.
• Drive continuous improvement initiatives aligned with recruitment and executive search best practices.
• Ensure adherence to legal, ethical, and industry compliance standards in recruitment operations.
• Oversee documentation, contracts, NDAs, and process compliance.

III. Key Skills & Competencies

• Strong understanding of recruitment and staffing operations
• Excellent coordination and stakeholder management skills
• Ability to bridge commercial (sales) and delivery (recruitment) functions
• Strong leadership, people management, and problem-solving abilities
• Analytical mindset with experience in reporting and KPI tracking
• Excellent communication and organizational skills
• Ability to work under pressure and manage multiple priorities

IV. Qualifications & Experience

• 5–8 years of experience in recruitment or staffing operations, with at least 2–3 years in a managerial or supervisory role.
• Proven experience working closely with Sales/Business Development and Recruitment teams.