Head of Business Excellence at Fieldco

Role Description

• We are seeking an experienced and decisive operations leader to drive business excellence in our real estate company.
• This senior management role requires a strong leader with good interpersonal skills, who can embed customer-centric values into service delivery, enforce accountability, and consistently achieve results.
• The Head of Business Excellence ensures that the company is productive, operations are efficient and reliable while also elevating the company’s brand as a premium real estate services provider.
• The role focuses on the day-to-day management of the company's operations and internal processes. The role aligns with the company’s vision to lead the future of real estate through innovation, partnership, and a commitment to service excellence.

Key Responsibilities
Customer Excellence:

• Ensure stakeholder satisfaction at every stage of service delivery.
• Establish and monitor KPIs, enforcing operational standards that drive efficiency, accountability, and achieve positive measurable results.
• Implement initiatives to improve customer experience, strengthening the company’s reputation as a premium provider.

Operational Management and Innovation:

• Translate Fieldco's overall strategy into actionable operational goals and plan
• Oversee all operational activities, including facilities maintenance, safety, regulatory compliance, and sustainability.
• Manage enterprise risk and compliance by overseeing contracts, leases, and other agreements.
• Collaborate with IT to maintain and upgrade systems, leveraging technologies to enhance operations.
• Establish robust internal controls, policies, and procedures to ensure accountability.
• Ensure execution of the strategic plan with regular status reports to leadership.
• Execute strategic initiatives that lead to business expansion and organisational efficiency
• Optimize resources by managing budgets and vendor contracts.
• Foster a culture of innovation and continuous improvement.

Financials:

• Drive revenue by enhancing operational efficiency, improving customer satisfaction, and collaborating with sales and marketing teams to achieve organisational objectives.
• Managing 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.
• Ensure that Group Heads align operational strategies with the company's financial objectives and ensure that daily operations contribute to the bottom line.
• ·Analyse and monitor operational and financial performance, identifying areas for improvement, and implementing strategies to achieve better results

Team Development and Leadership:

• Lead and organize teams across departments, providing clear direction to achieve excellence.
• Promote a culture of high performance, continuous improvement, and accountability.
• Ensure training, coaching, and professional development opportunities for employees.
• Maintain open communication with leadership and represent the organization externally.
• Contribute to strategic planning and support decision-making at the executive level.

Key Performance Indicators
Financials:

• Adherence to and achievement of budgets, targets and financial goals.

Internal Process:

• Operational efficiency (improve response times, increase facility uptime and reduce downtime, ensure cost efficiency).
• Full compliance with regulations and safety standards.
• Implementation of innovation and measurable service improvements.

Customer:

• Increase customer satisfaction and positive feedback.
• Increase customer retention rate

Employee:

• Increase employee satisfaction,
• Reduce employee turnover
• Establish performance metrics.

Qualification and Experience

• A good Bachelors degree with an MBA
• Extensive senior leadership experience in facilities management, marketing, and real estate operations or related field.
• Strong knowledge of operations and marketing best practices and compliance standards.
• Proven record of driving customer-focused service delivery and transformation.
• Strong financial acumen and experience with large operational budgets.

Skills and Competencies:

• Exceptional leadership and team-building abilities.
• Passion for customer-centric service delivery.
• Integrity, resilience, and commitment to improvement.
• Exceptional problem-solving skills
• Excellent financial management skills
• Excellent interpersonal, communication and stakeholder management skills.
• Strategic, innovative mindset with hands-on execution.
• Ability to strengthen and protect the company’s brand.