Johannesburg: Head of Operations posted by Headhunters

Our Client, a leading brand internationally operating in the Hospitality 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 Centres, Shared Services, Customer Care, Facilities Management, Information Technology (IT), and Terminal Operations.

This is a senior management appointment with a structured remuneration package to match.

Requirements:

• Bachelors degree in Business Administration, Operations Management, or related field (Masters 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.