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Head of Operations

2 weeks ago

Sandton, South Africa CBRE Excellerate Full time

**Who we are**

We are the market leader in commercial real estate services and investments and provide an integrated suite of high-quality real estate services to our clients across Africa and the Middle East, including facilities management, advisory & transaction services, project management.

We support predominantly corporate clients who buy services on a contracted basis all across the Middle East and Africa - even globally, depending on their portfolio.

**Why choose us**

Imagine more than just the future of work; with CBRE Excellerate, you can create it. As part of our global powerhouse, you'll find a culture that fosters an entrepreneurial mindset, where your best work is not just encouraged but celebrated. Collaborate with talented individuals, harness the support of unparalleled resources, and enjoy the journey as you grow both personally and professionally.

Position Reports To: Managing Director - Sub-Saharan Africa

The Head of Operations will lead the strategic and operational execution across Sub-Saharan Africa. This role will focus on operational standardisation and service delivery, driving operational excellence, financial performance, people leadership, governance, client relations, and business growth to ensure alignment with global standards and regional performance objectives.

Key Responsibilities:
1. Operational Leadership

Design and implement standardised operating procedures across countries to ensure service delivery consistency and excellence.
Oversee/ lead regional operations, delivery teams, account structures, and support functions.
Deploy technology and digitisation initiatives to reduce manual processes and improve efficiency.
Drive continuous improvement through operational audits and KPIs.
Implement enterprise systems to enable centralised visibility and reporting.
Foster a shared service mindset to support cross-account efficiencies and scalability.
Optimise resource deployment, performance reporting, and continuous improvement through data and KPIs.
Own operational compliance with internal standards and country-specific legislation.

2. Financial Management

Own regional P&L and budgeting processes, focusing on profitability, cost control, and EBITDA growth.
Ensure financial planning and performance align with corporate targets.
Establish financial accountability across service lines and countries.
Support pricing, cost modelling, and commercial viability for new and existing contracts.
Ensure operational delivery aligns with commercial commitments, strategies, and contract obligations.

3. People & Culture

Lead and mentor regional teams across all functional lines (Operations, HR, Finance, QHSE, etc.).
Promote a culture of accountability, empowerment, and performance.
Oversee workforce planning, succession management, and regional HR compliance.
Drive employee engagement and retention in diverse cultural settings.

4. Governance & Compliance
Ensure adherence to corporate policies, regulatory requirements, and statutory frameworks across countries.
Establish regional governance structures that align with the head office.
Implement controls and risk management practices to improve transparency and reduce exposure.
Lead the preparation and execution of BCPs, crisis response, and risk audits.

5. Strategic Growth & Business Development

Identify and develop growth opportunities.
Build strategic partnerships and alliances to enhance service offerings and regional presence.
Collaborate with BD teams to drive tender responses, mobilisations, and transitions.
Ensure post-sale operational readiness and client satisfaction.

6. Commercial and Contractual Oversight

Ensure contractual compliance and optimal delivery of all service-level agreements (SLAs) and KPIs.
Support negotiations and renewals of client contracts.
Provide strategic input into pricing models and contractual risk sharing.
Champion commercial governance and accountability.

7. Client Relations & Stakeholder Engagement

Serve as the executive sponsor for key accounts in the region.
Develop senior-level client relationships to foster trust, retention, and growth.
Act as a point of escalation and resolution for client issues.
Drive client satisfaction surveys, performance reviews, and service improvements.

Qualifications & Experience:
Minimum Requirements

Bachelor's Degree preferred with 8-12 years of relevant experience. A combination of experience and education will be considered in lieu of a degree.
Minimum 10 years’ senior-level leadership experience, with regional/ multinational scope.
Proven track record of operational leadership and commercial management in Facilities or Property Management.
2.
Preferred:
Experience managing multi-country operations in Sub-Saharan Africa.
An MBA or a Master’s degree in a related field would be advantageous.
Relevant certification from industry bodies.
Key Skills & Competencies:
Strategic planning and execution
Financial acumen and commercial judgment
Cross-border operat