Operations Head â Sandton (JHB)

Requirements: - Bachelorâs degree in business administration, Operations Management, or related field (Masterâs 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.