Head of Operations

Department: Operations

Reports To: Managing Director

Direct Reports:

• Warehouse & Logistics Manager
• Admin & Safety Officer
• Projects Manager

1. ROLE MANDATE (WHY THIS ROLE EXISTS)

The Head of Operations is responsible for delivering efficient, standardised, compliant, and scalable operations that maximise throughput, reliability, asset utilisation, and productivity across BLL’s logistics operations.

The role directly enables BLL’s Single Big Objective (SBO):

“Use our resources better every day to improve reliability, cut unit cost per CBM, and grow margin-positive revenue.”

The role exists to ensure that:

• Operations are predictable, disciplined, and scalable
• Warehouse and transport processes support profitable growth
• Operational systems continuously improve as the business evolves
• BLL develops strong operational capability in warehousing, distribution, transportation, and importation processes

2. CORE ACCOUNTABILITIES (WHAT THIS ROLE OWNS)

Operations Execution & Throughput

• Oversee warehouse and logistics operations through the Warehouse & Logistics Manager; Ensure efficient: Inbound handling, Storage, Order fulfilment, Distribution & transport coordination.
• Drive throughput optimisation and eliminate operational bottlenecks

Process Design, Standardisation & Continuous Improvement

• Design, implement, and continuously improve standard operating processes across BLL operations
• Lead development of scalable operating processes for:
• FMCG Warehousing, distribution & transportation
• Importation and inbound logistics processes
• Support the Head of Commercial & Client Value in:
• 3PL service design
• Operational productization
• Service scalability and repeatability
• Ensure ≥80% of operations run on standardised processes
• Drive continuous improvement initiatives across warehouse and transport operations

Warehouse Management Systems (WMS), Operational Systems Improvement & Automation

• Oversee effective utilisation and continuous improvement of:
• Warehouse Management Systems (WMS)
• Operational ERP workflows
• Identify process automation and optimisation opportunities
• Ensure operational systems support productivity, visibility, and accuracy

QMS & Regulatory Compliance (Execution)

• Lead operational implementation and improvement of:
• Quality Management Systems (QMS)
• NDA operational compliance requirements
• Ensure warehouse and logistics processes remain audit-ready
• Drive operational compliance culture across teams

Productivity, Utilisation & Cost Efficiency

• Improve labour productivity (CBM handled per employee)
• Improve warehouse space utilisation
• Reduce operational waste, inefficiencies, and rework
• Support reduction of operational cost drivers affecting Cost per CBM

SLA Delivery & Reliability

• Ensure operational delivery supports SLA performance ≥95%
• Minimise Errors, Damages, Delays & Rework
• Ensure operational consistency and reliability

Leadership, Supervision & Coordination

• Supervise:
• Warehouse & Logistics Manager
• Admin & Safety Officer
• Ensure strong operational coordination with:
• Commercial (demand & service alignment)
• Finance (cost & control discipline)
• Build operational capability and accountability culture

Outsourced Projects Oversight

• Supervise outsourced project execution where required (CCEOP and related projects)
• Ensure projects are:
• Delivered on time
• Operationally compliant
• Properly coordinated with warehouse and logistics operations

3. ROLE BOUNDARIES

The Head of Operations DOES:

• Own operational execution and process discipline
• Drive operational improvement and scalability
• Design operational systems and workflows
• Enforce compliance and productivity standards

The Head of Operations DOES NOT:

• Own pricing or revenue targets
• Override commercial or financial controls
• Make strategic capital allocation decisions outside approved authority