About Gladiators Group
Gladiators Group is a diversified and rapidly growing organization delivering integrated business solutions and professional services across multiple sectors. The company is committed to operational excellence, process optimization, customer satisfaction, quality assurance, and sustainable business growth.

To strengthen organizational efficiency and service excellence, Gladiators Group is seeking an experienced and strategic General Manager (GM) – Process, Services & Quality to lead process management, operational quality standards, service delivery systems, compliance frameworks, and continuous improvement initiatives across all business verticals.

Position Summary
The General Manager (GM) – Process, Services & Quality will be responsible for developing, implementing, and monitoring operational processes, quality standards, service delivery systems, and performance improvement initiatives across the organization.

The ideal candidate should possess strong expertise in operations management, quality assurance, process optimization, compliance systems, team leadership, and customer service excellence. The role requires a strategic professional capable of enhancing operational efficiency, ensuring service consistency, and driving a culture of quality and accountability.

Key Responsibilities
Process Management & Operational Excellence
Develop, implement, and monitor standardized operational processes across all business verticals.
Design SOPs (Standard Operating Procedures), workflow systems, and operational frameworks.
Ensure process compliance, operational consistency, and service efficiency.
Identify operational gaps and implement process improvement initiatives.
Drive automation and digitization initiatives for operational optimization.
Improve productivity, turnaround time, and operational effectiveness.
Quality Assurance & Compliance
Establish and maintain quality assurance systems and service standards.
Monitor quality benchmarks, process audits, and performance reviews.
Ensure compliance with company policies, regulatory standards, and operational guidelines.
Conduct quality audits, inspections, and performance evaluations.
Develop corrective and preventive action plans for operational issues.
Promote a culture of continuous improvement and service excellence.
Service Delivery Management
Ensure high-quality service delivery across all operational and business functions.
Monitor customer service performance and client satisfaction levels.
Coordinate with operational teams to resolve service issues and improve efficiency.
Strengthen customer experience through process enhancement and quality monitoring.
Maintain service-level agreements (SLAs) and operational performance standards.
Team Leadership & Coordination
Lead and manage operations, quality, and process management teams.
Train, mentor, and develop departmental leaders and operational staff.
Build a performance-driven and process-oriented organizational culture.
Coordinate with HR, operations, sales, administration, and management teams.
Conduct regular performance reviews and operational meetings.
Reporting & Performance Analysis
Prepare operational MIS reports, quality reports, audit reports, and management dashboards.
Analyze operational KPIs and recommend strategic improvements.
Present operational insights and quality updates to senior management.
Monitor business performance, service trends, and operational risk areas.
Ensure proper documentation and reporting systems are maintained.
Strategic Improvement Initiatives
Lead business process re-engineering and operational transformation projects.
Implement best practices for operational quality and service management.
Drive innovation in customer service and operational systems.
Support organizational growth and scalability through process optimization.
Contribute to strategic planning and business expansion initiatives.

Key Performance Indicators (KPIs)
Process efficiency and operational productivity
Quality audit scores and compliance levels
Service delivery performance
Customer satisfaction and retention rates
SLA adherence and operational turnaround time
Process improvement implementation success
Operational cost optimization
Team productivity and quality performance
Reporting accuracy and management effectiveness

Required Qualifications
Bachelor’s degree in Business Administration, Operations Management, Engineering, Management, or related field.
MBA / PGDM in Operations, Quality Management, or Business Management preferred.
10–15+ years of experience in operations, quality assurance, process management, or service delivery roles.
Minimum 5+ years of leadership experience in managerial or senior operational positions.
Experience handling multi-location operations and service management systems preferred.

Required Skills & Competencies
Operations & Quality Management
Process management and SOP development
Quality assurance and compliance systems
Service delivery optimization
Operational excellence frameworks
Audit and risk management
Leadership & Strategy
Strategic planning and execution
Team leadership and performance management
Decision-making and problem-solving
Change management and transformation leadership
Cross-functional coordination
Technical & Analytical Skills
MIS reporting and operational analytics
KPI monitoring and dashboard management
ERP/CRM operational systems understanding
Data analysis and reporting skills
Process automation knowledge
Communication & Interpersonal Skills
Strong leadership and communication abilities
Stakeholder and client management
Presentation and reporting skills
Negotiation and coordination capabilities
Personal Attributes
Result-oriented and process-driven mindset
High integrity and accountability
Strong analytical thinking
Adaptability and innovation focus
Ability to perform under pressure and manage multiple operations

Preferred Industry Experience
Candidates with experience in one or more of the following sectors will be preferred:

Facility management services
Security services
Staffing and manpower management
Operations and logistics
Corporate services
Service industry operations
Multi-business organizations

Compensation & Benefits
Competitive senior management compensation package
Performance-linked incentives and bonuses
Leadership growth opportunities
Professional development and training support
Health and insurance benefits
Travel and operational allowances

Why Join Gladiators Group?
Opportunity to lead operational transformation and quality excellence.
Strategic leadership role with organization-wide impact.
Exposure to diversified business operations and service systems.
Growth-oriented and professional work environment.
Opportunity to contribute to large-scale business expansion initiatives.

Application Process
Interested candidates should submit:

Updated Resume / CV
Details of operational and quality management experience
Current and expected compensation
Notice period availability
Applications can be submitted through the company’s official recruitment channels.