Operations Manager

Role Overview

Plans and executes all school events, oversees ZERA's ECA and CCA programmes, and supports daily school operations to ensure smooth, efficient, and well-coordinated execution across all activities. Owns the master events/programmes calendar and is the central coordination point for the operation team (Grocer Manager and Facilities & Maintenance Executive). Reports to the Operation Director (Jared Lee). Currently held by Tommy Wong.

Key Responsibilities

• Lead end-to-end planning and execution of all school events
• Plan, schedule, and oversee all ECA and CCA programmes in alignment with the academic calendar
• Manage vendors, coaches, and instructors to ensure quality and compliance with school standards
• Ensure all activities are safe, engaging, and well-organised for students
• Coordinate logistics including facilities, equipment, and manpower
• Maintain the master schedule for events, ECA, and CCA
• Support and oversee daily school operations to ensure smooth day-to-day execution
• Monitor performance, attendance, and feedback for continuous improvement

Processes

OM01 — Event Management

Frequency: as needed (per event) Approval: the Operation Director (budget, scope); autonomous (execution) Tools: event brief / checklist / master calendar / budget sheet Coordinates with: Facilities & Maintenance Executive, Grocer Manager, Marketing & Media, requesting departments

1. Receive event brief and define objectives, audience, and success criteria
2. Create timeline and checklist; assign roles to operation team members
3. Confirm budget, venue, and required resources with the Operation Director
4. Coordinate with internal teams (academic, pastoral, marketing) on requirements
5. Prepare programme flow, run sheet, and setup requirements
6. Brief Facilities & Maintenance Executive on venue setup; brief Grocer Manager on supplies
7. Execute event on the day and manage on-ground issues as they arise
8. Lead teardown, collect feedback, and run post-event debrief
9. Document learnings and update the SOP for future events

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OM02 — ECA / CCA Programme Workflow

Frequency: termly (planning); weekly (operations) Approval: the Operation Director (programme list, pricing); autonomous (operations) Tools: programme calendar / registration system / vendor agreements Coordinates with: academic team, vendors/coaches, parents, Finance

1. Plan termly programme line-up and source vendors/coaches
2. Confirm schedule, structure, and pricing with each provider
3. Open registration and track sign-ups
4. Finalise class lists, venues, and resource allocation
5. Monitor attendance and session quality across all programmes weekly
6. Resolve issues and conduct periodic check-ins with vendors and students
7. Collect end-of-term feedback and review programme performance
8. Decide on continuation, replacement, or addition for the next term

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OM03 — Daily Operations Oversight

Frequency: daily Approval: autonomous; escalate critical to the Operation Director Tools: ops checklist / messaging channel / incident log Coordinates with: Facilities & Maintenance Executive, Grocer Manager, all teaching staff

1. Monitor daily school activities and ensure smooth operations
2. Coordinate with the operation team on facility readiness and issue resolution
3. Address ad-hoc operational issues and support staff requests
4. Ensure cleanliness, safety, and functionality of spaces
5. Escalate critical issues to the Operation Director and follow through to resolution
6. Log significant incidents for end-of-day review

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OM04 — Scheduling & Calendar Management

Frequency: ongoing; weekly review Approval: the Operation Director (major changes); autonomous (routine) Tools: master calendar / academic calendar / facility booking sheet Coordinates with: academic team, Marketing & Media, Facilities & Maintenance Executive

1. Maintain the master calendar covering events, ECA, CCA, and ops activities
2. Align entries with the academic schedule and facility availability
3. Update and communicate schedules to all stakeholders
4. Manage changes and resolve scheduling conflicts before they affect operations
5. Publish a weekly look-ahead to the operation team

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OM05 — Vendor Management

Frequency: ongoing Approval: the Operation Director (new vendors, contracts); autonomous (renewals, day-to-day) Tools: vendor database / agreements / performance log Coordinates with: Grocer Manager (procurement vendors), Finance

1. Onboard vendors with clear expectations, scope, and agreements
2. Align on schedule, deliverables, and communication channels
3. Monitor performance and ensure compliance with school standards
4. Address issues and document corrective actions
5. Maintain vendor records (contracts, contacts, performance notes)
6. Review vendor pool termly and replace underperformers

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OM06 — Facilities & Booking Coordination

Frequency: as needed Approval: Operations Manager (autonomous) Tools: facility booking sheet / master calendar Coordinates with: Facilities & Maintenance Executive, requesting staff

1. Review and approve facility booking requests
2. Allocate spaces and update the master calendar
3. Brief Facilities & Maintenance Executive on setup requirements
4. Confirm readiness ahead of activity
5. Monitor usage during activity
6. Ensure space is reset and ready after activity

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OM07 — Feedback & Improvement

Frequency: termly Approval: the Operation Director (changes to SOPs) Tools: feedback forms / debrief notes / SOP library Coordinates with: all stakeholders (students, staff, parents)

1. Collect feedback from students, staff, and parents on events and programmes
2. Analyse insights and identify improvement opportunities
3. Propose changes to SOPs and present to the Operation Director
4. Implement approved changes and refine processes
5. Communicate updates to the operation team and brief on new SOPs