Operations Head (Travel & Tourism Sector)

Headhunters; Johannesburg; On-site; ZAR 400 000 - 500 000; Full time

Job summary

A leading brand in the hospitality sector is seeking an experienced Head of Operations for their Johannesburg office. This senior management role entails strategic oversight of operational departments like Contact Centers and IT. The ideal candidate should have over 10 years of operations experience, with proficiency in project management and driving customer-focused initiatives. The position offers a structured remuneration package and a chance to lead a high-performance culture that emphasizes efficiency and customer service excellence.

Qualifications

• 10+ years of progressive experience in operations.
• 5+ years in a senior leadership role.
• Proven track record in managing contact centers.

Responsibilities

• Standardize policies and processes across departments.
• Enhance efficiency and consistency in operations.
• Drive customer experience initiatives.

Skills

Operations Management

Customer Focus

Project Management

Change Leadership

Financial Acumen

Education

Bachelor’s degree in Business Administration or related field

Job description

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.

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

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.

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.