Head of Operations at HCS Africa

Role Purpose

To ensure sustained business growth, customer retention through operational excellence, efficiency and effectiveness in delivery and execution of the full range of operational services. This will be achieved through a customer centric approach by responding to and surpassing customer expectations and engaging in initiatives that can enhance the company’s market leadership position and contribute to profitability and revenue growth.

Key Responsibilities·   

• Develop an operations strategy that ensures sustained business growth through operational efficiency cost effectiveness in the delivery and execution of project activities as well as organic growth
• Provide oversight and visioning of the operations function and its activities so as to ensure that the company always maintains its competitiveness and market leadership
• Lead initiatives for market growth and retention through participation in business development initiatives while ensuring customer satisfaction levels are sustained in order to achieve the company’s customer retention targets
• Continuously scan the market for current trends than can lead to greater efficiency and process improvements than can yield desired cost-effective results and reduce wastage
• Manage, lead and develop staff by providing supervision, performance measurements and recommendations
• Prepare the annual operations budget and ensure follow through so as to align with the company’s strategic revenue and profitability objectives
• Manage and control departmental expenditure within agreed budgets.
• Cascade communication to all operational units in accordance with the company’s policy so as to create awareness on company priorities and strategic direction
• Oversee the development and implementation of operational policies and procedures.
• Develop a culture of organic growth within the Operations function through cross-selling and reselling initiatives
• Engender a culture of strong project management and client relations competencies within the team
• Contribute to the business unit and organizational profitability by adhering to the departmental operating budget
• Manage departmental staff performance and carry out reviews as per agreed schedules
• Identifying opportunities for converting Operational activities into profit centers
• Drive a culture of customer centricity and operational excellence in line with Company values
• Align and coordinate day to day operations between each sub-department to generate operational synergies and drive improvements
• Assess, test, and implement improved processes and new technologies in collaboration with other business units
• Create an environment of process excellence, with controlled, measurable, sustainable processes that enable operational teams to handle customer expectations and changes that reflect current trends in the market
• Build the company’s strategic operations roadmap and prioritization based on local and global initiatives
• Identify the root cause of issues impacting results, communicate processes for different solutions, and lead implementation of improvement programs
• Foster an environment that encourages employee participation, engagement, teamwork and communication
• Skills & Competencies
• Strategic thinker with demonstrated business acumen and the capacity to build strong relationships with a range of stakeholders.
• He / She has a strong leadership profile – ability to generate energy, communicate, simplify, mobilize, see the big picture and challenge.
• He/She is a results-oriented individual, accountable and delivery-focused, demonstrating commercial acumen (business & financial understanding) and the ability to operate at both strategic and operational levels.
• Project Management skills coupled with demonstrated experience in facilities Management will be a requirement.

Academic & Professional Qualifications

• A Bachelors’ Degree in a business-related field and professional training in an industry related field. A Master’s Degree would be an added advantage.
• A minimum of six (6) years relevant experience of which at least three (3) years should be in a senior management capacity in the service industry.
• Experience in working in a service and unionized environment with large workforces.
• Competent in using MS Office.
• Ability to be effective both strategically and at hands-on operational level.
• Influencing skills and analysing ability
• Integrity & professionalism.
• ‘A doer’, not simply a strategist or theorist. Hands on and energetic in following through. Sees things to completion.
• Ability to handle numerous diverse projects to tight timescales in a rapidly changing environment.
• The tact, diplomacy and sensitivity to nurture and sustain a positive relationship with all stakeholders.
• Experience in a people/process improvement related function.
• Ability to influence executive management and provide thought leadership.
• Action oriented with ability to get large projects done with limited resources.
• Business approach to problem solving with a customer focus.
• Collaborative leader, continual learner.
• Innovative, strategic thinker.
• Business results with Customer & Market focus.
• Strong leadership skills and the ability to mentor and coach team members and line managers in best practice.
• Excellent presentation skills and the gravitas to gain management confidence.
• High degree of honesty, strategic thinking and collaborative attributes.
• Ability to work under pressure and manage time effectively.