Operations Head – Sandton (JHB)

Headhunters recruitment; Johannesburg; On-site; ZAR 2,000,000 - 3,000,000; Full time

Job summary

Headquartered in Sandton, the Operations Head will steer strategic direction across Contact Centres, Shared Services, Customer Experience & Service Delivery, Facilities Management and IT, overseeing multi-market operations.

This role offers C-suite visibility, a structured executive remuneration package, and the chance to drive performance and customer experience at scale within a globally recognised hospitality group. You will build high-performing teams and align with international standards.

Qualifications

• Bachelor’s degree in business administration / Operations Management.
• 10+ years of experience in operations with at least 5 years in a senior leadership role.
• Experience overseeing multiple operational functions in a customer-focused environment.

Responsibilities

• Standardise policies, procedures, and processes across departments.
• Continuously streamline operations to improve 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.

Skills

Budget planning

Cost optimisation

Governance

Compliance

Risk management

Crisis management

Change leadership

People development

Project management

Financial acumen

Education

Bachelor's degree in business administration

Operations Management degree

Master’s degree (advantageous)

Job description

Our client, a globally recognised leader in the Hospitality, Travel, and Tourism industry, is looking for a dynamic Operations Head to join their executive team in Sandton.

This is a high-impact leadership role offering the opportunity to shape and optimise operations within a well-established international brand. You’ll play a critical part in driving efficiency, elevating customer experience, and leading multiple core business functions.

What you’ll be responsible for:

You will provide strategic direction and operational leadership across key departments, including:

• Contact Centres
• Shared Services
• Customer Experience & Service Delivery
• Facilities Management
• Information Technology (IT)

Why this role stands out:

• Join a globally respected brand with a strong market presence
• Influence strategy at a senior leadership level
• Lead diverse, high-performing teams
• Competitive, structured executive remuneration package

If you’re a seasoned operations leader with a passion for excellence and a track record of driving performance at scale, this is your opportunity to step into a role where your impact will be both visible and valued.

An exceptional career move awaits.

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.