Operations Officer

Role Summary

The Operations Officer will lead the full operational setup, launch, and scaling of Veriklen's cleaning services business. This includes developing operational systems, building the team, overseeing day-to-day service delivery, driving revenue growth, and ensuring high-quality customer experience across all service verticals. The MD will act as the operational engine of the company and will be accountable for performance, profitability, and expansion.

The ideal candidate is a seasoned operator with strong experience in cleaning services, facilities management, or hospitality operations. They must be comfortable building from the ground up, managing large field teams, and enforcing operational discipline.

KEY RESPONSIBILITIES

1. Setup & Launch Operations

Develop the full operational architecture: workflows, SOPs, cleaning standards, service processes, and escalation paths.

•Lead hiring, onboarding, and training of cleaners, supervisors, and operations staff.

•Set up supply chain processes for equipment, cleaning materials, procurement partners, uniforms, and vehicles.

•Collaborate with the Founder on integrating the technology stack (scheduling system, CRM, client portal, dashboards).

•Establish service packages, operational pricing, and SLAs.

2. Day-to-Day Management

•Oversee daily service delivery, dispatch, scheduling, and quality assurance.

•Manage field supervisors and cleaning teams to ensure operational consistency.

•Create and enforce strict quality control standards and conduct periodic audits.

•Ensure smooth client onboarding, retention, and issue resolution.

•Monitor inventory usage and cost efficiency.

•Ensure compliance with safety, regulatory, and company guidelines.

•Drive acquisition of corporate cleaning contracts and key accounts.

•Co-develop revenue targets, budgets, and pricing strategies.

•Build strategic partnerships that improve operational efficiency and market presence.

•Lead expansion planning, new branch openings, and service diversification.

4. Financial & Performance Oversight

•Manage operating budgets, payroll structure, and cost controls.

•Track and report KPIs weekly, including:

•Revenue per job

•Customer satisfaction

•Team productivity

•Churn rate

•SLA compliance

•Cost per job / gross margins

Ensure profitability and efficiency across service categories.

5. Leadership & Governance

•Build a performance-driven culture.

•Provide coaching and leadership to supervisors and team leads.

•Represent Veriklen in strategic meetings and client engagements.

•Collaborate with the Founder on quarterly strategy and business planning.

REQUIRED EXPERIENCE & QUALIFICATIONS

Experience

•Minimum 3–5 years in cleaning services, facilities management, hospitality housekeeping, or other operations-heavy services.

•Proven experience launching or scaling multi-city cleaning or FM operations.

•Experience managing large operational teams.

•Strong knowledge of SLA design, service delivery standards, and quality control.

•Familiarity with tech-enabled operational systems (dispatch, CRM, scheduling).

•Experience handling B2B corporate clients and long-term cleaning contracts.

Skills & Competencies

•Exceptional operational leadership and people management skills.

•Strong analytical and financial discipline.

•Excellent communication and customer-facing skills.

•Ability to design and enforce systems, processes, and SOPs.

•High problem-solving capacity and ability to work under pressure.

•Strong understanding of procurement, logistics, and field operations.

Education

•Bachelor's degree required; advanced degrees are a plus.

•Certifications in facility management, operations, quality control, or HSE are added advantages