OPERATIONS LEAD

Job Description

ROLE PURPOSE:

The Operations Lead is the operational nerve center of FON Packaging Ventures. This role exists to ensure that every client request, production task, internal workflow, and team activity is directed to the right person, actioned within agreed timelines, and reported with full visibility to the General Manager. As the primary coordinator between the General Manager, the client-facing team, and the production floor, the Operations Lead is responsible for the speed, accuracy, and professionalism with which FON Packaging delivers on its commitments. This is a leadership role that requires the confidence to direct and hold accountable a team of six, combined with the discipline to manage multiple concurrent workflows without losing detail. The right candidate will be someone who thrives in a fast-paced manufacturing environment, has a strong instinct for client service, and understands that operational excellence is a competitive advantage.

KEY RESPONSIBILITIES:

Traffic Management & Task Direction 

• Receive, triage, and assign all incoming client requests, production tasks, and internal instructions to the appropriate team member with clear deadlines.
• Maintain the team’s shared Operations Workbook (Orders Register, Task Manager, Weekly Log) as the single source of truth for all open items.
• Conduct daily check-ins with Client Account Managers and Graphic Designers to confirm task progress, surface blockers, and escalate issues to the General Manager
• Ensure zero tasks fall through the cracks — own the follow-up loop from assignment to confirmed completion.
• Prepare and circulate a daily/weekly team status summary for the General Manager’s review

Client Service Coordination

• Serve as the first point of escalation for client queries that require cross-functional coordination (e.g., delayed orders, design revisions, delivery scheduling)
• Ensure all client-facing  communications are responded to within agreed service level timelines.
• Coordinate between Client Account Managers and the production team to ensure client expectations are managed proactively —not reactively.
• Monitor client satisfaction signals and flag recurring service issues to the General Manager with recommended corrective actions

Workflow & Process Oversight

Dream job coaching

• Own the order lifecycle process from intake to delivery confirmation – ensuring each stage is tracked, dated, and assigned.
• Identify bottlenecks in the production or administrative workflow and propose process improvements to the General Manager.
• Maintain filing systems (physical and digital) for all orders, contracts, client correspondence, and administrative records.
• Coordinate onboarding of new clients, ensuring all documentation, pricing confirmations, and design briefs are in place before production commences

Scheduling & Timeline Management

• Own the production and delivery calendar, coordinating across departments to prevent scheduling conflicts and deadline breaches.
• Flag at-risk deadlines early, with proposed remediation actions.
• Schedule and coordinate internal team meetings, client briefings, and management review sessions

Reporting & Documentation

• Compile and submit the weekly operations update to the General Manager covering order status, task completion rates, pending actions, and outstanding client issues.
• Support the preparation of the Monthly Performance Report by ensuring all operational data inputs are accurate and timely.
• Maintain accurate records of all completed orders, invoices sent, and client communications for audit and reference purposes

Team Leadership & People Coordination

Communications & Media Studies

• Provide day-to-day direction and accountability oversight for the administrative and client-facing team.
• Motivate the team to uphold FON’s service standards and operational discipline.
• Identify training or support needs within the team and escalate to the General Manager

Requirements

QUALIFICATIONS & EXPERIENCE:

Minimum  Education

• Bachelor’s degree in Business Administration, Management, or a related field.
• Equivalent professional certification combined with strong industry experience will be considered

Experience Profile

• 3–6 years of relevant professional experience in operations administration, office management, or client service coordination.
• Prior experience in a manufacturing, packaging, logistics, or industrial business is a strong advantage.
• Experience using CRM or ERP systems is an added advantage

Technical Skills

• Proficiency in Microsoft Office Suite (Excel, Word, Outlook) is required.
• Familiarity with task management tools or operational tracking systems.
• Basic data entry and reporting skills — ability to maintain and update structured operational workbooks

COMPETENCY PROFILE:

• Organizational Intelligence: Able to hold multiple workflows in view simultaneously, prioritize effectively, and prevent things from slipping.
• Client Service Orientation: Instinctively prioritizes the client experience and takes ownership of service gaps without waiting to be told.
• Accountability & Follow-Through: Closes the loop — tasks assigned are tasks tracked and confirmed complete.
•  Communication Clarity: Communicates crisply and professionally with both clients and internal team members.
• Team Leadership: Comfortable directing peers and holding the team accountable with firmness and professionalism.
• Adaptability: Thrives in a dynamic, fast-paced environment where priorities can shift without notice.
• Attention to Detail: Documentation, records, and communications are consistently accurate and complete.
• Problem Solving: Identifies the source of operational friction and proposes practical, immediate solutions