Operations Head – Sandton

About the role

The Operations Head will join the executive team of a globally recognised hospitality, travel and tourism brand in Sandton. This senior leadership position is responsible for shaping and optimising operations across multiple core functions to drive efficiency and elevate the customer experience.

Key responsibilities

• Provide strategic direction and operational leadership for Contact Centres, Shared Services, Customer Experience, Facilities Management and IT.
• Standardise policies, procedures and processes across departments and benchmark best practices.
• Implement and monitor KPIs, SLAs and NPS frameworks to improve service levels.
• Lead, develop and coach managers and teams, ensuring high performance and talent acquisition.
• Drive customer‑centric initiatives and embed a culture of service excellence.
• Oversee large‑scale, multi‑market contact centre operations and cross‑functional projects.
• Manage budget planning, cost optimisation and financial performance.

Required profile

• Bachelor’s degree in Business Administration, Operations Management or related field (Master’s advantageous).
• 10+ years progressive operations experience, including at least 5 years in a senior leadership role.
• Proven track record overseeing multiple operational functions in a customer‑focused environment.
• Strong financial acumen and experience with governance, compliance, risk and crisis management.

Required skills

• Project Management
• KPIs, SLAs and NPS frameworks

What we offer

• Competitive executive remuneration package.
• Opportunity to influence strategy at senior level within a respected international brand.
• Leadership of diverse, high‑performing teams.