Senior Head of Operations

Job Summary

This role will oversee all operational performance within thecity. As the Senior Head of Operations, you will own the full operationallifecycle and P&L performance of your portfolio, , working closely with theCity Head and collaborating with other functional departments to build and scalebusiness operations and drive high level business transformation.

You will have responsibility to drive the teams to achievehigh client satisfaction and engagement levels, to ensure we maintain premiumhospitality service standards across the portfolio , as well as responsiblydrive operational revenue and expense management across your city.

As a conduit between HQ, regional management and the localbusiness, you will need to develop and nurture open communication channels andseek dialogue with HQ, to ensure both alignment to company practices andstandards, as appropriate, and the opportunities for continuous improvement andlearning.

Responsibilities

• Strategically implement robust operational frameworks and best practices to ensure consistency and service excellence for all daily operations and Member engagement
• Manage the working environment to ensure teams can develop the positive working relationships with all Members, addressing feedback and implementing engagement strategies required 
• Ensure that the maintenance of all Centre's facilities, decorations and furniture, cleaning, repairs and areas of improvements is efficiently acted on and responsibly managed 
• Full accountability for the city's operational budget. Strategically manage and identify high-impact cost efficiencies without compromising the premium member experience.
• To lead and mentor a multi-layered team, manage your own and your teams' contributions and deliverables, professionalism and proactivity, learnings and improvements, foster a culture of proactivity and extreme ownership.
• Oversee vendor management, negotiating city-wide service contracts, and leading large-scale refurbishments or center launches.
• Ability to lead teams through organizational pivots, rapid scaling, or rebranding initiatives.

Requirements:

• Bachelor's degree is preferred 
• Good command of written and spoken English and local language 
• Minimum 10+ years customer service and hospitality experience in hotel, retail or client centric environments is preferred 
• 7 years in a team management role, displaying a hands-on approach and good business acumen ideally overseeing multiple business units or a large-scale portfolio.
• Strategic leadership and executive presence with the ability to influence C-suite stakeholders and local partners alike.
• Customer oriented, with excellent interpersonal and management skills