Head of Operations - B2B Fit out Designsmith Interior Works LLC

The Head of Operations – B2B Fit-Out is responsible for leading end-to-end operational delivery across all B2B fit-out projects, ensuring excellence in Time, Cost, Quality, Client Satisfaction, HSE, and full compliance with Designsmith’s governance framework.

The role drives operational discipline, resource planning, project controls, and execution efficiency to achieve predictable performance, margin protection, cash flow stability, and client trust.
This role acts as the operational anchor for delivering Designsmith’s annual revenue targets and long-term growth agenda.

A. Operational Leadership & Execution Excellence

• Lead and oversee all B2B fit-out project operations from mobilisation to handover.
• Ensure every project meets the 4 core KPIs: Time, Cost, Quality, Client Satisfaction.
• Establish strong site execution discipline, documentation, reporting cycles, and compliance.
• Drive weekly and monthly operational reviews, progress tracking, risk logs, and mitigation plans.
• Ensure full adherence to HSE standards, municipality requirements, and regulatory obligations.

B. Strategy, Planning & Capacity Management

• Develop annual and quarterly operational plans aligned to revenue targets.
• Lead capacity planning for project teams (PMs, Engineers, Supervisors, Site Workforce).
• Forecast manpower, material, logistics, subcontractor requirements, and productivity benchmarks.
• Ensure operational readiness for pipeline projects through proactive planning and resource allocation.

C. Cost, Commercial & Cash Flow Control

• Work closely with Commercial & Contracts to control variation orders, claims, procurement, and cost efficiencies.
• Drive margin protection through disciplined execution, planning accuracy, and waste reduction.
• Track project cash flows, billing cycles, WIP, and invoicing accuracy.
• Ensure operational decisions align with DOA, budgets, and financial compliance.

D. Performance Monitoring & Reporting

• Establish, monitor, and report all operational KPIs using dashboards and structured reviews.
• Maintain strict documentation: daily reports, weekly updates, progress photos, schedules, RFI logs, QA/QC checklists, and closing files.
• Provide transparent and predictable reporting to CEO, COO, and commercial teams.
• Lead root-cause analysis for project delays, defects, or budget overruns.

E. Stakeholder & Client Management

• Build strong relationships with clients, consultants, suppliers, and partners.
• Resolve escalations quickly with a problem-solving, solutions-first approach.
• Ensure proactive communication to maintain trust, transparency, and smooth project progression.

F. Leadership, Governance & Team Development

• Lead and mentor PMs, Engineers, Supervisors, Site Staff, QS, and support teams.
• Implement governance frameworks, SOPs, approval processes, and compliance standards.
• Ensure competency development, performance reviews, and a high-performance culture.
• Build accountability-driven teams aligned with DS values: Dependable, Organized, Humble, Committed, Growth-Oriented.

3. Key Deliverables (KPIs)

• Delivery of annual revenue and margin targets
• On-time project delivery %
• Cost performance vs budget
• Client satisfaction & repeat business
• Quality scores, defect rates & NCR closure time
• Cash flow, invoicing accuracy, and WIP performance
• Operational compliance (documentation, HSE, governance)
• Team performance, capability growth, and retention
• Forecast accuracy for manpower, material, and subcontractors