Job Description

Our Client, a leading brand internationally operating in the Hospitality, Travel and Tourism Industry; is seeking to employ a experienced Head of Operations to their Head Office team based in Sandton, JHB.
The Head of Operations is a senior leadership role responsible for the strategic oversight and efficient functioning of core operational departments, including Contact Centers, Shared Services, Customer Care/ Service, Facilities Management, Information Technology (IT), and Terminal Operations. Previous experience in these area's is essential.
This is a senior management appointment with a structured remuneration package to match.
Requirements:

• Bachelor's degree in Business Administration, Operations Management, or related field (Master's degree advantageous).
• 10+ years of progressive experience in operations, with at least 5 years in a senior leadership role.
• Proven experience overseeing multiple operational functions in a customer-focused environment.
• Strong background managing large-scale, multi-market contact centres.
• Demonstrated track record of driving operational improvements.
• Experience in project management, change leadership, and people development.
• Strong financial acumen, with proven experience in budget planning and cost optimisation.
• Familiarity with governance, compliance, risk, and crisis management frameworks.

Responsibilities, but not limited to:

• Standardise policies, procedures, and processes across departments.
• Continuously streamline operations to enhance efficiency, consistency, and integration.
• Benchmark and implement internal and external best practices.
• Collaborate with global and local stakeholders to ensure alignment with international standards.
• Provide strategic and operational oversight of large-scale contact centres across multiple markets.
• Implement KPIs, SLAs, and NPS frameworks to monitor and improve service levels.
• Lead and develop managers and teams, ensuring recruitment, training, and high performance.
• Drive customer and guest experience initiatives, embedding a culture of customer centricity.
• Champion service excellence through training, performance measurement, and feedback.
• Build a high-performance culture, fostering collaboration, engagement, and accountability.
• Lead cross-functional projects, ensuring technology adoption and operational readiness.
• Analyse data to evaluate operational performance and implement improvements.
• Manage risk, crisis response, compliance, and disaster recovery planning.
• Oversee IT asset management, systems resilience, and facilities management.
• Ensure safe, secure, and efficient operational environments across all business areas.

Please note that should you not receive a response within 2 weeks of applying, you may consider your application unsuccessful.

Skills Required