Operation Manager

About Us

V Sing Malaysia Sdn Bhd is an industry-leading entertainment brand with a growing presence in Malaysia’s KTV sector. Our outlets offer premium karaoke experiences, combining top-notch service, cutting-edge technology, and vibrant atmospheres. As part of our ongoing growth, we are seeking a highly motivated and experienced Operations Manager to oversee the operations of six outlets, ensuring operational excellence, customer satisfaction, and financial success.

At V Sing, we believe in delivering exceptional experiences to our customers while fostering a rewarding and supportive work environment for our team. As Operations Manager, you will play a critical role in shaping the success of our outlets, ensuring smooth operations, and driving growth across multiple locations.

Position Summary

As the Operations Manager, you will be responsible for overseeing the performance and operations of six V Sing outlets, managing all aspects of outlet operations, from staffing and financial performance to customer service and compliance. You will work closely with outlet managers and staff to implement company-wide strategies, improve processes, and ensure consistent delivery of the V Sing experience. You will also take the lead in resolving challenges, managing costs, and driving revenue growth.

Key Responsibilities

Operational Leadership

• Oversee and manage the day-to-day operations of six V Sing outlets across different locations, ensuring they operate in alignment with company policies and brand standards.

• Develop, implement, and monitor operational strategies to enhance overall efficiency, productivity, and profitability.

• Ensure all outlets provide consistent, high-quality customer experiences in line with V Sing’s values.

• Lead efforts to streamline processes, optimize workflows, and introduce best practices across outlets.

Team Leadership & Development

• Manage and lead a team of outlet managers/supervisors, providing guidance, mentoring, and professional development opportunities to ensure high performance and retention.

• Foster a positive, customer-centric work culture, promoting collaboration, motivation, and accountability across all levels of staff.

• Conduct regular performance evaluations, set KPIs, and ensure continuous improvement of all team members.

Financial & Business Management

• Take ownership of outlet financial performance, including revenue management, cost control, and profit optimization.

• Collaborate with the finance team to set annual budgets, monitor expenses, and prepare financial reports for upper management.

• Identify opportunities to increase revenue through promotions, upselling, and new business strategies.

• Monitor inventory and supply chain management, ensuring outlets maintain appropriate stock levels without incurring unnecessary costs.

Customer Experience

• Ensure all outlets provide a premium and memorable experience for customers by maintaining high service standards, cleanliness, and operational excellence.

• Monitor and respond to customer feedback, complaints, and reviews, ensuring swift and satisfactory resolutions to enhance customer loyalty.

• Lead initiatives to introduce new services, packages, and experiences to attract and retain customers.

Compliance & Safety

• Ensure that all outlets comply with local regulations, health and safety standards, and company policies.

• Monitor compliance with employment laws and ensure outlets adhere to labor practices, including scheduling, overtime, and employee benefits.

• Conduct regular audits to ensure outlets are adhering to health, safety, and operational protocols.

Marketing & Promotions

• Work closely with the marketing team to implement localized promotions and marketing campaigns to drive foot traffic and sales in each outlet.

• Support outlet managers in executing seasonal promotions, themed events, and special customer engagement activities.

Qualifications and Experience

• Diploma and above in Business Administration, Hospitality Management, Operations, or a related field (or equivalent work experience).

• Minimum of 3-5 years of experience in multi-outlet operations management, preferably in the hospitality, entertainment, or retail industries.

• Demonstrated success in managing large teams and driving operational improvements across multiple locations.

• Strong financial acumen with experience in budget management, P&L analysis, and cost control.

• Proven track record of implementing strategies to improve customer satisfaction, increase revenue, and optimize operational processes.

• Excellent communication skills in Mandarin and English; proficiency in Bahasa Malaysia is a plus.

• Strong leadership, problem-solving, and decision-making abilities with the capacity to thrive in a fast-paced environment.

• Willingness to travel between outlets and work flexible hours, including weekends and public holidays, as needed.

• Proficiency in using modern business software and systems (e.g., POS systems, inventory management software, financial reporting tools).