OPERATIONS MANAGER- FUNERAL HOME

DUTIES AND RESPONSIBILITIES

Branch Operations Management

• Oversee daily operations across multiple funeral home branches to ensure smooth service delivery.
• Coordinate funeral arrangements, transportation, mortuary services, and customer support activities.
• Ensure adherence to company policies, procedures, and service standards.
• Monitor branch performance and implement continuous improvement initiatives.
• Lead the opening and setup of new branches, ensuring operational readiness.

Customer Service & Client Relations

• Ensure bereaved families receive compassionate, professional, and timely support.
• Handle customer inquiries, complaints, and service escalations with empathy and efficiency.
• Maintain high standards of customer satisfaction and service excellence.
• Build and maintain positive relationships with hospitals, mortuaries, religious institutions, insurance providers, and other stakeholders.

Team Leadership & Staff Management

• Supervise branch staff and ensure effective workforce utilization.
• Manage employee performance, attendance, discipline, and professional development.
• Conduct staff training, coaching, and performance evaluations.
• Foster teamwork, accountability, and a positive working environment.

Business Development & Stakeholder Engagement

• Support organizational growth initiatives and service promotion activities.
• Develop and maintain relationships with hospitals, healthcare facilities, insurance providers, and community organizations.
• Identify opportunities to improve service delivery and increase branch revenue.
• Represent the funeral home in community outreach and partnership programs.

Financial & Administrative Management

• Manage branch budgets and operational expenses.
• Ensure accurate billing, collections, and financial reporting.
• Monitor profitability and implement cost-control measures.
• Maintain accurate operational and administrative records.

Compliance & Risk Management

• Ensure compliance with health, safety, legal, and regulatory requirements.
• Monitor adherence to company operational procedures and ethical standards.
• Manage risks and ensure proper handling of sensitive client information.
• Oversee incident reporting and resolution processes.

Reporting

• Prepare and submit operational, financial, and performance reports.
• Monitor key performance indicators (KPIs) and recommend corrective actions where necessary.
• Provide management with strategic insights for decision-making.

KEY REQUIREMENT SKILLS AND QUALIFICATION

• Degree or Diploma in Business Administration, Operations Management, or a related field.
• Minimum 8+ years of experience as an Operations Manager in retail, microfinance, or service industry environments.
• Proven experience managing multi-branch operations and opening new branches.
• Strong leadership and people management skills.
• Strategic thinking, problem-solving, and decision-making abilities.
• Excellent communication and stakeholder management skills.
• Proficiency in MS Office and documentation/reporting tools.

HOW TO APPLY

• If you meet the above qualifications, skills and experience share CV on recruitment@britesmanagement.com
• Interviews will be carried out on a rolling basis until the position is filled.
• Only the shortlisted candidates will be contacted.