Head of Operations Job at PELifts

PELifts, a premier home lift manufacturer, upholds the highest standards of quality and safety. Proudly made in Accra, Ghana, PELifts boasts a global presence in 14 countries. With 44 operational experience centers worldwide and more in development, the company is renowned for its outstanding service and commitment to excellence. PELifts operates two state-of-the-art manufacturing facilities and two specialized Engineering and Design Centers in Accra, Ghana.

We are recruiting to fill the position below:

Job Position: Head of Operations

Job Location: Lagos
Employment Type: Full-time

Job Summary

• The Operations Manager is responsible for the day-to-day management, coordination, and oversight of all operational activities across the elevator sales, installation, and maintenance value chain.
• This role ensures seamless collaboration between internal departments and the overseas manufacturer to ensure timely delivery, quality control, efficient site operations, and customer satisfaction.
• The position also manages the administrative operations and operational compliance for activities in Nigeria and Ghana and ensures the alignment of all processes with organizational goals.

Key Responsibilities
Operational Oversight

• Oversee the full lifecycle of elevator projects from sales handover to post-installation maintenance.
• Manage workflow and processes across Sales, Finance, Procurement, Production, logistics, CRM, installation, and after-sales support.
• Ensure smooth coordination with the international manufacturing partner for order placements, shipment schedules, and technical documentation.
• Review and approve and coordinate all field/site operations in collaboration with HR and the technical team.
• Review and approve administrative requests, coordinated through the HR Department.
• Oversee the execution of daily operational activities, including site operations, installation processes, maintenance services, and customer support.
• Collaborate with HR to ensure that all site operations are compliant with safety and regulatory standards.

Administrative Operations:

• Manage the administrative functions of the operations department, including scheduling, reporting, documentation, and compliance.
• Ensure that operational policies, processes, and procedures are in place and adhered to by all team members.
• Maintain smooth coordination with internal teams such as Sales, HR, finance, and technical and other departments for seamless operations.

Site Visit Approvals & Coordination:

• Approve and coordinate site visits and related activities concerning the installation and maintenance of elevators.
• Work closely with HR to manage site visit logistics, ensuring all resources (water, light, and technical personnel) are in place and that safety standards are met.

Logistics & Supply Chain Management

• Monitor international shipments, customs clearance, and inventory availability.
• Liaise with the logistics and procurement teams to minimize lead times and ensure availability of lift components.
• Identify and mitigate operational risks related to import delays, site readiness, or compliance issues.

Team Management & Performance

• Supervise Regional Operations Managers and Site Leads across Nigeria and Ghana.
• Ensure timely execution of installation and maintenance schedules by the technical team.
• Implement performance improvement strategies and drive efficiency within the operations team.
• Maintain high standards of safety, quality, and compliance across all sites.

Process Improvement & SOP Implementation

• Develop, document, and enforce standard operating procedures (SOPs) for all operational functions.
• Identify bottlenecks and areas for improvement, leveraging data and feedback for continuous improvement.
• Use CRM and project management tools to track progress and performance metrics.

Cross-Departmental Collaboration

• Work closely with the Sales, HR, Technical, Finance and other teams to align operational strategy with company objectives.
• Support HR in approving and coordinating operational staff visits to sites and ensuring field team welfare.
• Participate in strategic planning meetings and provide regular operational updates to executive leadership.

Compliance & Documentation

• Ensure all operational activities comply with local regulations and international standards for elevator safety.
• Maintain accurate records and reports on project status, logistics, installation progress, and operational challenges.
• Support internal audits and ensure corrective actions are taken promptly.

Key Performance Indicators (KPIs)

• Project Delivery Timeliness:
• Ensure 95% of elevator installations and maintenance are completed on time and within the agreed timelines.
• Track and reduce any project delays, ensuring project milestones are met.

Key Qualifications
Preferred Attributes:

• Experience working with international manufacturers or vendors.
• Proven ability to manage operations across multiple West African countries.
• Excellent negotiation and vendor management skills.
• Willingness to travel within the West and East African region frequently, and occasionally outside Africa.

Operational Efficiency:

• Reduce operational costs by 10% annually through optimized processes and cost-saving initiatives.
• Achieve a 90% efficiency rate in inventory management, ensuring that materials and parts are available when needed without excess stock.

Customer Satisfaction:

• Maintain a customer satisfaction score of 85% or higher for installations and after-sales services.
• Track customer complaints and ensure all issues are resolved within 48 hours.

Compliance & Safety Standards:

• Ensure 100% adherence to safety standards and regulatory compliance on all job sites.
• Conduct quarterly safety audits and ensure the team is trained and up-to-date on compliance standards.

Team Performance & Development:

• Achieve an 80% team retention rate by fostering a positive working environment and offering professional development opportunities.
• Implement and monitor performance appraisals for all direct reports, aiming for at least 90% of the team to meet or exceed performance targets.

Site Visit Approvals & Coordination:

• Approve 100% of site visits related to water, light, and other logistical needs within 24 hours of request.
• Ensure site operations are free from delays due to unapproved or incomplete resources, maintaining a 98% approval rating.

Vendor & Supplier Management:

• Maintain 95% or higher on-time delivery from suppliers, reducing delays in elevator installation or maintenance.
• Build and maintain strong relationships with suppliers, ensuring high-quality standards for all external components.

Process Improvement:

• Implement at least two significant operational process improvements per year to enhance workflow efficiency.
• Continuously monitor and report on the success of these improvements, aiming for a 10% increase in operational productivity.

Method of Application
Interested and qualified candidates should send their CVs and Resumes to headhr@pelifts.com using the Job Position as the subject of the mail.