Operations Manager – Funeral Home

About the role

The Operations Manager will lead daily activities across multiple funeral home branches, ensuring compassionate and efficient service delivery to bereaved families. This senior‑level position combines operational oversight, client relations, and business development within the funeral services sector.

Key responsibilities

• Oversee branch operations, including funeral arrangements, transportation, mortuary services and customer support.
• Maintain high standards of client satisfaction and manage inquiries, complaints and escalations with empathy.
• Supervise and develop branch staff, handling performance, attendance and professional growth.
• Drive business development by building relationships with hospitals, insurance providers and community organisations.
• Manage branch budgets, billing, collections and financial reporting while implementing cost‑control measures.
• Ensure compliance with health, safety, legal and regulatory requirements and oversee risk management.
• Prepare and submit operational, financial and performance reports to senior management.

Required profile

• Minimum 8 years of relevant experience (96 months) in operations or branch management.
• Proven leadership ability with experience supervising teams.
• Strong customer‑service orientation and ability to handle sensitive situations.
• Experience in budgeting, financial reporting and cost management.
• Knowledge of funeral service regulations and stakeholder engagement.

Required skills

What we offer

• Competitive monthly salary ranging from KES 100,000 to KES 159,000.
• Full‑time permanent role based in Westlands, Nairobi with travel to other counties.
• Opportunity to lead a growing network of funeral home branches.