Job Summary
The Chief Operating Officer (COO) is responsible for overseeing the day-to-day operations of NeoHomes and ensuring the effective execution of the company's strategic objectives.
The COO provides leadership across all operational functions, drives business growth, improves efficiency, ensures customer satisfaction, and translates corporate strategy into measurable business results.
The role serves as the bridge between executive leadership and operational teams, ensuring that all departments work collaboratively towards achieving revenue, profitability, customer experience, and organizational growth targets.
Key Responsibilities
Strategic Leadership & Execution:
Translate the company's vision and strategic plans into actionable operational initiatives.
Drive execution of annual business plans and departmental objectives.
Monitor organizational performance against strategic goals and KPIs.
Provide regular performance reports and recommendations to the Executive Director and Board.
Lead cross-functional initiatives that improve organizational effectiveness and growth.
Business Operations Management:
Oversee daily operations across all business units.
Develop and implement operational policies, systems, and procedures.
Ensure operational efficiency and continuous process improvement.
Establish performance standards and accountability frameworks.
Identify operational risks and implement mitigation measures.
Revenue Growth & Business Performance:
Work closely with Sales, Marketing, CRM, and Affiliate teams to achieve revenue targets.
Monitor sales pipeline performance and conversion metrics.
Develop strategies to improve customer acquisition, retention, and lifetime value.
Analyze business performance data and implement corrective actions where necessary.
Support the development of new business opportunities and strategic partnerships.
Leadership & Team Management:
Lead and mentor departmental heads.
Foster a high-performance and accountability-driven culture.
Ensure effective workforce planning and organizational structure development.
Support succession planning and leadership development initiatives.
Drive employee engagement and operational excellence.
Customer Experience Management:
Ensure exceptional customer service delivery across all customer touchpoints.
Monitor customer satisfaction metrics and service standards.
Resolve escalated customer issues and operational challenges.
Implement systems that enhance client experience and retention.
Financial & Resource Management:
Collaborate with Finance to develop and manage operational budgets.
Monitor operational costs and identify efficiency opportunities.
Ensure optimal utilization of company resources.
Support financial forecasting and business planning activities.
Compliance, Governance & Risk Management:
Ensure compliance with all regulatory and company requirements.
Establish internal controls and governance frameworks.
Monitor operational risks and implement risk management strategies.
Ensure adherence to company policies and procedures.
Technology & Systems Optimization:
Drive the adoption of technology solutions that improve operational performance.
Oversee the effective use of CRM, ERP, HRIS, and other business systems.
Ensure accurate reporting and data-driven decision-making across departments.
Lead digital transformation initiatives where necessary.
Operational:
Operational Efficiency Index
Project Completion Rate
Service Delivery Timelines
Process Compliance Rate
Operational Cost Reduction
Customer Experience:
Customer Satisfaction Score (CSAT)
Net Promoter Score (NPS)
Customer Complaint Resolution Rate
Customer Retention Percentage
Leadership & Workforce:
Employee Engagement Score
Staff Retention Rate
Leadership Development Progress
Departmental Performance Achievement Rate
Qualifications & Experience
Education:
Bachelor's Degree in Business Administration, Management, Economics, Finance, Real Estate, or a related field.
MBA or Master's Degree in Business Administration is strongly preferred.
Experience:
Minimum of 10 years progressive leadership experience.
At least 5 years in a senior management or executive leadership role.
Proven experience managing multi-functional teams.
Experience in real estate, property development, financial services, or related industries is an advantage.
Professional Certifications (Preferred):
PMP (Project Management Professional)
Certified Operations Manager (COM)
Executive Leadership Certifications
Strategic Management Certifications
Competencies:
Leadership:
Strategic Thinking
Executive Decision-Making
Change Management
Stakeholder Management
Team Leadership
Business:
Operational Excellence
Financial Acumen
Business Development
Performance Management
Data Analysis
Personal Attributes:
High Integrity
Results-Oriented
Strong Negotiation Skills
Excellent Communication Skills
Problem-Solving Ability
Emotional Intelligence.