We are looking for a Head of Service Operations to strengthen our leadership team for the next phase of our expansion and growth. If you are a proactive, organised and efficient leader, with clear results of your impact in a business, this might be the perfect next step for you.
This is a critical, exciting, and dynamic role that ensures the business runs efficiently and profitably. We are looking for a leader with experience building the organizational side of a growing business, formalizing workflows, processes and operating systems that team members can follow easily. You will be responsible for maximising the efficiency of Web Build, Digital Marketing, Client Services, Sales & Marketing, HR & Finance Teams. You will liaise closely with the Product Development Team to implement the overall business strategy and you will report to the Owners.
We believe our collective blend of expertise and culture makes Aro a great place to work.
We are looking for an inspiring leader who creates an atmosphere of teamwork, fun and efficiency. This requires you to courageously lead by example to build trust, remove obstacles and give everyone the confidence to do their jobs to the best of their ability. You will listen carefully to your team and encourage creativity and critical thinking, and your relentless commitment to managing growth to scale the business and achieving goals will be evident with your clear, methodical approach. Your leadership skills will help you resolve conflict and build team unity while achieving stretch goals and deadlines and giving feedback and praise. The circulation of information and tasks is a smooth process for you, with clear communication that leads to strong understanding from the team.
You believe that to enhance performance, productivity, and profitability for Aro Digital Strategy we must be a valuable partner to hotels and deliver Service Excellence and you care deeply about the quality of that service.
Strong leader with analytical and co-ordination skills with the ability to handle a variety of skills and complexities across the company
Self-motivated individual who can drive initiatives bringing people with them.
Experience in the management of diverse functions for example, people, finance liaison, sales support, Customer Support
Strong people management skills with excellent customer focus
Possess the ability to persuade, influence & lead
Project Management Experience, delivering customer focused projects on time and within budget
Experience in managing a broad client base in and developing and meeting SLA's (Contract management /legal knowledge a plus)
Operational model development and definitions
A track history of working in an Agile /Scrum environment is preferred.
Education & Experience:
3rd Level Qualification in IT, Business Administration, Commerce or a related discipline.
5 years proven successful leadership experience.
Experience in organisational effectiveness and operations management
Knowledge & Experience in project management principles and practices
Knowledge of financial and accounting & human resource principles and practices
Information technology skills (ITIL v3 foundations, CSI and Tech Operations preferred)
Quality ISO 9001 in service delivery an asset (Documentation writing and rev control)
Facilitating Ops reviews and follow up with Leadership Team
Business Planning, Strategy and Execution. Experience in Metrics management.
Excel, Power point, Visio for process mapping.
Good understanding of applying RACI and SCIPAB critical thinking /gap analysis tool.
Green belt for LEAN Process mapping would be beneficial.