Job Summary:

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

You will have responsibility to drive the teams to achieve high client satisfaction and engagement levels, to ensure we maintain premium hospitality service standards across the portfolio , as well as responsibly drive operational revenue and expense management across your city.

As a conduit between HQ, regional management and the local business, you will need to develop and nurture open communication channels and seek dialogue with HQ, to ensure both alignment to company practices and standards, as appropriate, and the opportunities for continuous improvement and learning.

Responsibility:

• 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 centre launches.
• Ability to lead teams through organizational pivots, rapid scaling, or rebranding initiatives.

Requirement:

• 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

Essential Skill:

• Stakeholder Management
• Managing in a Matrix
• Conflict Resolution & Negotiation
• Strategic Thinking & Vision
• Cultural Sensitivity
• People Management & Delegation