Assistant Operations Manager

Lacher Malaysia; Selangor; On-site; MYR 90,000 - 150,000; Full time

Job summary

Jora Malaysia, based in Selangor, is seeking an operations leader to coordinate end-to-end order processing, optimize systems, and elevate guest and customer service across all touchpoints.

You will drive efficiency, lead a team, and embed an hospitality mindset while updating SOPs and ensuring compliance with safety regulations.

Qualifications

• Experience leading operations in hospitality, retail, or customer-facing environments.
• Experience designing and delivering customer service training programs.
• Strong understanding of SOP development and process improvement.
• Proficiency with Google Workspace, POS systems, inventory management, and reporting software.
• Excellent leadership, communication, and team motivation skills.
• Analytical thinker with a data-driven mindset and ability to manage multiple priorities.

Responsibilities

• Drive elevated service standards and guest-first culture.
• Design, schedule, and conduct regular customer service training sessions.
• Coordinate end-to-end order processing from preparation to delivery.
• Update SOPs in line with company standards.
• Manage and optimise the POS system with inventory, finance, and e-commerce integration.
• Lead and support the operations team with coaching and performance feedback.
• Develop strategies to improve cross-departmental productivity and smooth execution of daily operations.
• Oversee inventory management to minimise stockouts and excess stock.
• Maintain knowledge of product specs and updates and communicate to the team.
• Maintain a clean, safe work environment per health, safety, and hygiene regulations.
• Provide regular updates to senior management on performance and improvement opportunities.

Skills

Leadership

Communication

Team motivation

Analytical thinking

Problem solving

Multi-priority management

Tools

Google Workspace

POS systems

Inventory management

Reporting software

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

This operations leadership role focuses on coordinating end-to-end order processing, managing operational systems, and embedding an elevated hospitality mindset across all guest and customer touchpoints. You will drive departmental efficiency, inspire team performance, and ensure staff consistently deliver exceptional service through regular, structured customer service training.

Key responsibilities

Drive elevated service standards and instill a guest-first culture across daily operations.

Design, schedule, and conduct regular customer service training sessions to continuously upskill staff on hospitality best practices, brand voice, service recovery, and communication.

Coordinate end-to-end order processing, from preparation to delivery, ensuring smooth fulfillment and high customer satisfaction.

Update Standard Operating Procedures (SOPs) in line with company standards and industry best practices.

Manage and optimise the POS system, ensuring seamless integration with inventory, finance, and e-commerce platforms while supporting accurate reporting.

Lead and support the operations team by providing clear direction, coaching, performance feedback, and fostering a positive work environment.

Develop strategies and strengthen internal communication to improve cross-departmental productivity and smooth execution of daily operations.

Oversee inventory management processes, including monitoring stock levels, replenishment, and accuracy to minimise stockouts and excess inventory.

Maintain comprehensive knowledge of product specifications and updates, ensuring timely communication to the team.

Maintain a clean, safe work environment in accordance with health, safety, and hygiene regulations, ensuring full compliance with legal requirements.

Provide regular updates to senior management on operational performance, key metrics, issues, and improvement opportunities.

Requirements

Proven experience in an operations leadership or supervisory role (hospitality, retail, or customer-facing operations preferred).

Demonstrated experience developing and facilitating customer service training programs for operational or frontline teams.

Strong understanding of operational workflows and SOP development.

Proficiency in Google Workspace, POS systems, inventory management, and reporting software.

Exceptional leadership, communication, and team-motivation skills.

Strong analytical and problem-solving skills with a data-driven mindset.

Ability to thrive in a fast-paced environment and manage multiple priorities simultaneously.

Flexibility to work alternating 5-day and 6-day work weeks.