Head of Operations at BuyBetter (2025-02 – Present)
Appointed Head of Operations to lead full-scale operational transformation across multiple retail outlets, fulfilment, logistics, and customer experience for a fast-growing e-commerce platform.
- Managed retail operations across all outlets and online fulfilment, ensuring consistent service delivery, product availability, and sales floor performance.
- Designed and implemented standardised SOPs across sales, stock management, fulfilment, logistics, and customer service, reducing incomplete and delayed orders by 35% within the first 90 days.
- Created operational tracking and reporting framework covering orders, inventory accuracy, fulfilment timelines, staff KPIs, and customer complaints, improving management visibility.
- Re-engineered workforce structure, shift scheduling, and role clarity across store and fulfilment teams, increasing daily operational output without additional headcount.
- Introduced structured outlet sales performance tracking, enabling weekly revenue reviews, sales target-setting, and accountability conversations with store teams.
- Led inventory governance initiatives, including periodic stock audits, reconciliation cycles, and variance controls, significantly reducing shrinkage and stock discrepancies.
- Managed procurement and negotiations with logistics providers, suppliers, and service vendors, improving delivery timelines, service quality, and unit cost efficiency.
- Acted as an operational bridge between digital storefront activities and offline fulfilment, ensuring alignment between online demand, inventory positioning, and last-mile delivery.
- Served as the primary liaison between executive leadership and operational teams, supporting month-on-month revenue growth through rigorous execution discipline.
Senior Operations Manager at ExcelMindCyber (2024-03 – 2025-01)
Recruited to build and scale end-to-end operational infrastructure for a US-based cybersecurity training company, managing a fully remote, cross-functional team.
- Designed and managed operational processes for training delivery, including scheduling, instructor coordination, learner onboarding, and programme fulfilment across multiple cohorts.
- Led business development outreach that resulted in new institutional partnerships, expanding enrolment volume by 20% within one year.
- Implemented reporting dashboards tracking enrolments, completion rates, instructor performance, and customer feedback, enabling data-driven decision-making at the executive level.
- Managed recruitment, onboarding, and performance evaluation for instructors, sales staff, and support teams, improving delivery quality and learner satisfaction scores.
General Manager at Chindai Annas Global Resources (2022-08 – 2024-01)
Retail store specialising in home appliances. I managed sales, inventory, vendor relationships, and customer operations.
- Held full P&L and operational accountability for the retail business, overseeing sales performance, stock management, customer experience, and team productivity.
- Drove revenue growth by implementing structured sales targets, floor performance reviews, and incentive frameworks aligned to monthly and quarterly goals.
- Designed and enforced retail SOPs covering product display, customer engagement standards, cash handling, stock movement, and after-sales service.
- Introduced a robust inventory management system with regular stock counts and reconciliation cycles, reducing stock variances, dead stock, and procurement waste.
- Managed supplier and vendor relationships for home appliance brands, negotiating pricing, credit terms, and restocking timelines to improve margins and product availability.
- Built and led a high-performing retail team through structured recruitment, onboarding, weekly coaching sessions, and performance reviews.
- Provided regular performance reports to the business owner, highlighting sales trends, operational risks, and improvement opportunities.
Operations Manager at Paramount Lifecare (2020-12 – 2022-08)
Promoted to Operations Manager to oversee the full operational function of a busy private diagnostic healthcare facility in Lagos, managing clinical support operations, workforce performance, vendor relationships, compliance, and business growth initiatives
- Directed clinic operations, including patient flow management, laboratory coordination, front-desk workflows, and inter-departmental service delivery, ensuring consistently high standards of patient experience.
- Designed and rolled out a comprehensive SOP library covering diagnostics intake, sample handling, result turnaround, patient communication, and incident escalation, reducing service errors and improving turnaround time by 35%.
- Built and managed a performance management framework for all operational staff, introducing KPIs, monthly appraisals, and structured feedback cycles that improved team productivity and accountability.
- Managed operational budget, including procurement of diagnostic consumables, equipment maintenance contracts, and vendor negotiations, leading to a reduction in operational costs over two years.
- Oversaw regulatory compliance, ensuring adherence to healthcare standards, audit requirements, and Hefamaa documentation obligations.
- Drove business development initiatives by cultivating referral relationships with hospitals, HMOs, and corporate clients, contributing to a 25% growth in patient volume over my management tenure.
- Implemented a patient feedback and complaint resolution system that reduced unresolved complaints by 50% and improved Net Promoter Score across service touchpoints.
- Collaborated directly with clinic ownership on strategic planning, capacity expansion, pricing reviews, and new service line development.
Operations Officer at Paramount Lifecare (2019-12 – 2020-11)
Promoted from customer service to take on a broader operational coordination role across the clinic's service delivery and administrative functions.
- Coordinated daily operational activities across service units, ensuring patient flow, appointment scheduling, and service timelines were consistently met.
- Supported implementation of operational workflows and process improvements, contributing to a reduction in service turnaround time.
- Maintained accurate service records, operational logs, and documentation to support compliance, reporting, and audit readiness.
- Served as key liaison between front-desk operations, diagnostics teams, and senior management, reducing coordination gaps and service delays.
- Assisted with procurement coordination and inventory tracking for diagnostic consumables, flagging shortages and liaising with vendors to prevent service disruptions.
Customer Service Officer at Paramount Lifecare (2019-01 – 2019-12)
Served as the first point of contact for patients in a high-volume diagnostic clinic, delivering professional and empathetic service across all patient touchpoints.
- Handled patient inquiries, test bookings, complaints, and follow-ups with accuracy and professionalism, maintaining high patient satisfaction ratings.
- Coordinated information flow between the front desk, diagnostics teams, and supervisors to ensure timely and smooth service delivery.
- Maintained accurate service records, patient logs, and operational documentation to support compliance, reporting, and issue tracking.
- Resolved routine service issues independently and escalated complex cases appropriately, contributing to reduced delays and improved patient outcomes
