Head of Business Excellence

Our client is looking for a
Head of Business Excellence
to lead the transformation of their operations and position the brand as a premium real estate services provider. In this role, you'll drive business excellence, streamline processes, and embed customer-centric values at every stage of service delivery. If that sounds like you, we'd love to hear from you

Who are we looking for?

• You are an operations veteran with extensive senior leadership experience in facilities management, real estate operations, or a closely related field.
• You are a proven transformer, with a track record of driving customer-focused service delivery and implementing initiatives that demonstrably improve customer experience.
• You are a financially astute leader with strong financial acumen and proven experience managing large, complex operational budgets and implementing cost-control measures.
• You are a strategic yet hands-on innovator, capable of taking the company overall strategy and translating it into actionable operational goals and plans.
• You are an exceptional leader, team builder, and diplomat with the integrity and resilience required to foster a culture of high performance and accountability.
• You are a compliance expert, knowledgeable in operational best practices, safety, and regulatory compliance standards.

Your Responsibilities...
Customer Excellence

• You will ensure stakeholder satisfaction at every stage of service delivery.
• You will establish and monitor KPIs, enforcing operational standards that drive efficiency, accountability, and achieve positive measurable results.
• You will implement initiatives to improve customer experience, strengthening the company's reputation as a premium provider.

Operational Management & Innovation

• You will translate the company's overall strategy into actionable operational goals and plan
• You will oversee all operational activities, including facilities maintenance, safety, regulatory compliance, and sustainability.
• You will manage enterprise risk and compliance by overseeing contracts, leases, and other agreements.
• You will collaborate with IT to maintain and upgrade systems, leveraging technologies to enhance operations.
• You will establish robust internal controls, policies, and procedures to ensure accountability.
• You will ensure execution of the strategic plan with regular status reports to leadership.
• You will execute strategic initiatives that lead to business expansion and organisational efficiency
• You will optimize resources by managing budgets and vendor contracts.
• You will foster a culture of innovation and continuous improvement.

Financials

• You will drive revenue by enhancing operational efficiency, improving customer satisfaction, and collaborating with sales and marketing teams to achieve organisational objectives.
• You will manage operational budgets, ensuring they are realistic and aligned with company goals, and implementing cost-control measures to maintain financial discipline and yield favourable financial results.
• You will ensure that group Heads align operational strategies with the company's financial objectives and ensure that daily operations contribute to the bottom line.
• You will analyse and monitor operational and financial performance, identifying areas for improvement, and implementing strategies to achieve better results

Team Development & Leadership

• You will lead and organize teams across departments, providing clear direction to achieve excellence.
• You will promote a culture of high performance, continuous improvement, and accountability.
• You will ensure training, coaching, and professional development opportunities for employees.
• You will maintain open communication with leadership and represent the organization externally.
• You will contribute to strategic planning and support decision-making at the executive level.

To be considered for this role you should have...

• Extensive senior leadership experience in facilities management, real estate operations, or a related field.
• Proven record of driving customer-focused service delivery and operational transformation.
• Strong financial acumen and verifiable experience with large operational budgets.
• Strong knowledge of operational best practices, safety, and compliance standards.

What Success Looks Like...

• Consistently achieving all financial budgets and targets through effective cost control and revenue-driving operational strategies.
• Demonstrably increasing customer satisfaction and retention rates through improved service delivery.
• Measurable improvement in operational efficiency (e.g., reduced response times, increased facility uptime, reduced downtime, and cost efficiency).
• Achieving full compliance with all regulations and safety standards, managing enterprise risk effectively.
• Successfully establishing clear performance metrics across all teams and significantly reducing employee turnover.

The Goodies...

• Competitive monthly gross Salary
• Medical Insurance, Profit Sharing benefits