Head of Operations

1 week ago

Johannesburg, Gauteng, South Africa Headhunters Full time R1 200 000 - R2 400 000 per year

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.

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