Operations Manager- Funeral Home

Job Title

Operations Manager – Funeral Home

Reporting To

Chief Executive Officer / Board of Directors

Industry

Funeral Services

Salary

Kshs. 100,000 – 159,000 gross

Location

Nairobi with travel to other counties

Role Overview

We are seeking a highly sophisticated, operationally grounded Operations Manager to lead, standardize, and scale our multi-branch funeral service infrastructure. Your primary objective is to drive operational efficiency across all functional locations, ensuring that logistical workflows, mortuary services, and facility expansions execute seamlessly under strict timelines. This position bridges high-level commercial management with deeply empathetic customer-facing delivery; you will guide regional branches from initial site setup and public health licensing through to budget optimization and high-touch stakeholder relations. The role demands a mature, process-centric leader who can enforce rigorous ethical, administrative, and statutory frameworks while supporting families with the highest level of dignity and care.

Key Responsibilities

Multi-Branch Infrastructure & Logistics

• Direct the day-to-day operational execution of multiple funeral home branches, ensuring flawless synchronization across transport fleets, morgue facilities, and ceremonial workflows.
• Create, document, and deploy uniform operating frameworks to anchor consistent service delivery across all current and future regional branches.
• Take absolute ownership of new branch expansion models, managing site selection, structural setup, and equipment commissioning to achieve total operational readiness.
• Execute regular cross-county audits to monitor branch upkeep, inventory parameters, security assets, and facility sanitation standards.

Empathetic Client Care & Community Alliances

• Oversee the end-to-end client service framework, guaranteeing that grieving families encounter compassionate, transparent, and dignified care at every phase.
• Mediate complex client inquiries, custom service requests, or service friction points with absolute poise, discretion, and emotional intelligence.
• Cultivate and insulate reliable, long-term partnerships with major referral networks, including medical directors, religious institutions, insurance providers, and community elders.
• Represent the brand at corporate networking circles, community outreach foundations, and healthcare partnership forums to advance service awareness.

Workforce Optimization & Performance Leadership

• Govern a diverse, multi-location workforce, driving strategic staff scheduling, duty rotations, and optimal resource utilization.
• Manage employee life-cycles across branches, delivering clear key performance indicators (KPIs), regular performance assessments, and objective disciplinary actions.
• Architect continuous professional development courses, technical safety modules, and empathy-centered hospitality coaching programs for field staff.
• Cultivate an accountable, highly respectful, and high-integrity workplace culture across all geographic team pockets.

Fiscal Oversight, Compliance & Risk Auditing

• Build, evaluate, and manage multi-branch operational budgets, ensuring strict execution of cost-control measures to maximize institutional profitability.
• Audit billing accuracy, invoice processing timelines, and collections tracking to eradicate financial leakages.
• Enforce strict corporate compliance with all public health statutes, municipal regulatory parameters, medical-legal storage rules, and occupational safety codes.
• Monitor risk management policies, maintaining high-level security around confidential customer data and establishing transparent incident report paths.

Qualifications & Skills

Minimum Entry Criteria

• Academic Foundation: Bachelor’s Degree or Diploma in Business Administration, Operations Management, Logistics, or a matching corporate leadership discipline.
• Management Longevity: Minimum of 8 years of progressive, verified performance operating as an Operations Manager handling decentralized multi-branch networks within high-volume retail, microfinance, hospitality, or service sectors.
• Scale Mastery: Proven track record of launching new operational nodes, stabilizing remote management teams, and scaling service delivery across multiple counties.
• Technical Suitability: High proficiency in Microsoft Office tools (Excel, Word, PowerPoint) paired with clear capability in administrative forecasting and digital reporting.

Executive Competencies

• Operational Fortitude: Strong capacity to navigate complex, fast-changing logistics across different counties while preserving exceptional attention to detail.
• Diplomatic Communication: Elite interpersonal and stakeholder negotiation skills, with the ability to bridge conversations between corporate executives, local authorities, and emotionally distressed clients.
• Strategic Resolution: Advanced problem-solving and critical-thinking capacities tailored to de-escalating operational crises or branch supply bottlenecks independently.

Why Join Us

• Pioneering Sector Leadership: Take charge of a unique, recession-proof corporate portfolio with the autonomy to build modern, compassionate service frameworks.
• Strategic Influence: Shape the national scaling blueprint of a highly structured organization by steering cross-county branch setups and operational teams.
• Complex Leadership Growth: Refine your executive capabilities by overseeing multifaceted logistical operations, regulatory compliance pipelines, and multi-million shilling budgets.

How to Apply

Please send your CV for the Operations Manager – Funeral Home role. Ensure the exact job title is indicated in your email subject line.