Head - Concierge - Lifestyle Operations Centre

Client & Service Focus :

- Reviews all existing, new and renewal contracts

- Integrates Partnership Development offerings within Operational delivery capabilities to ensure ease of access to information

People & Talent Management :

- Attracts, recruits, inducts, trains, develops, motivating, and retains operational staff.

- Keeps Department head apprise and partners with the Heads of Finance and HR to ensure that resource requirements are well understood and anticipated for the purposes of financial planning and workforce management.

- Drives employee engagement, enablement and performance management of the operational staff.

Training and Quality :

- Ensure the training and quality agenda is defined and balanced between International Operations and Lifestyles Operations and International Operations overall site training in partnership with the Head of International Operations where resources are shared

- Leads a quality assurance plan which ensures continuous improvement of delivery capabilities. Listening to and acting upon customer, client and internal feedback

Profitability :

- Ensures the profitability of the Lifestyles Operations Centre(s).

- Maximizes profitability with the use of technology, people and skills, or process improvements and organisational and structural alignment.

- Liaises with the Finance and Sales & Marketing departments to drive maximum income from services, tracking daily and weekly financial performance.

- Reviews client profitability and address anomalies to ensure healthy financial performance