Operations Manager

MYFutureJobs; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Confidential Client operates a technology-enabled career and talent exploration centre in Kuala Lumpur. The Operations Manager will oversee daily operations and lead a team of 10–15 front-line officers who welcome and assist visitors throughout their journey.

Responsibilities include coordinating programmes, managing staffing rosters (including weekends and holidays), monitoring service quality, and escalating issues to maintain high standards of operation.

Qualifications

• Bachelor's degree in Business Administration, Management, Hospitality Management, Psychology, Human Resources, Communication, Event Management or related field.
• 3–5 years of relevant experience in operations management, customer or visitor experience, career services, hospitality, service centre operations, events or similar.
• Proven experience in leading or supervising front-line teams, preferably in high-visitor environments.

Responsibilities

• Oversee day-to-day operations of the centre, ensuring manpower, facilities and services are ready and operating.
• Lead and supervise 10–15 front-line officers, including duty roster planning, deployment, attendance and performance monitoring.
• Ensure visitors are welcomed, guided and assisted throughout the centre's activities.
• Monitor visitor flow, service quality and overall experience, especially during peak periods.
• Coordinate career-related programmes, group visits, talks and stakeholder engagements.
• Act as main escalation point for visitor concerns, manpower issues and system disruptions.
• Ensure readiness of interactive technology and digital facilities and coordinate with support teams.
• Maintain staff rosters and provide weekend/public holiday coverage as required.
• Prepare visitor, manpower, programme and incident reports for management.
• Identify opportunities to improve operational efficiency and visitor journey.

Education

Bachelor's Degree

Job description

OPERATIONS MANAGER – CAREER & VISITOR EXPERIENCE

Company: Confidential Client

Work Arrangement: Duty roster, including weekends and public holidays as required

About the Job

On behalf of our client, we are seeking an experienced and hands-on Operations Manager – Career & Visitor Experience to manage the daily operations of a technology-enabled career and talent exploration centre in Kuala Lumpur.

The centre provides an interactive environment where jobseekers, students and other visitors can explore career pathways, understand their strengths and interests, access career-related information, and receive guidance through digital and interactive experiences.

The Operations Manager will be responsible for ensuring smooth centre operations and a positive visitor experience while leading approximately 10–15 front-line officers who welcome, guide and assist visitors throughout their journey at the centre.

The role serves as the primary operational point of contact and requires a high level of responsiveness to manage manpower, visitor experience, programmes, facilities and operational escalations.

Job Responsibilities

• Oversee the overall day-to-day operations of the centre, ensuring manpower, facilities, digital stations and visitor services are ready and operating effectively.
• Lead and supervise approximately 10–15 front-line officers, including duty roster planning, manpower deployment, attendance, task assignment, daily briefings and performance monitoring.
• Ensure front-line officers effectively welcome, guide and assist jobseekers, students and other visitors throughout the centre's career exploration activities and services.
• Monitor visitor flow, service quality and overall visitor experience, particularly during peak periods, group visits and organised programmes.
• Coordinate career-related programmes, group visits, talks, stakeholder engagements and other centre activities with relevant internal and external parties.
• Act as the main escalation point for visitor concerns, manpower issues, system disruptions, facility matters and other operational incidents.
• Monitor the readiness of interactive technology, digital facilities and visitor areas, and coordinate with relevant technical or maintenance teams for timely resolution of issues.
• Manage duty rosters and ensure sufficient operational coverage during weekends and public holidays based on centre requirements.
• Maintain operational records and prepare relevant visitor, manpower, programme, incident and performance reports for management.
• Identify opportunities to continuously improve operational efficiency, visitor journey and service quality.

Job Requirements

• Minimum Bachelor's Degree in Business Administration, Management, Hospitality Management, Psychology, Human Resources, Communication, Event Management or a related field.
• Minimum 3–5 years of relevant experience in operations management, customer or visitor experience, career services, hospitality, service centre operations, events or other people-facing environments.
• Proven experience in leading or supervising front-line teams, preferably within a high-visitor or service-oriented environment.
• Strong leadership, people management, problem-solving and decision-making skills, with the ability to handle unexpected operational situations effectively.
• Strong communication and interpersonal skills in Bahasa Malaysia and English, with confidence in dealing with visitors, team members and stakeholders.
• Comfortable working in a technology-enabled environment and coordinating system, equipment or facility issues with relevant support teams.
• Hands-on, highly responsive and able to manage multiple operational priorities independently.
• Must be willing to work on a duty roster, including weekends and public holidays, based on operational requirements.
• Must be contactable and available to respond to urgent operational issues and escalations when required.