Job description / Role
The Group Head of Operations is responsible for the smooth operation of business functions to ensure company objectives are achieved.
As a key member of the senior leadership team, they will work with the Group MD and CEO to achieve the growth targets set for the Bhomes Group for the coming years.
The Head of Operations will exhibit excellent people management and problem solving skills. They will have the ability to project manage multiple change programmes within the organisation at any one time.
Constantly looking to improve processes and deliver greater efficiencies, they will assist in researching and implementing new technologies for the benefit of the business.
They will work closely with the brokerage leadership to ensure central functions are efficient and deliver the best possible customer journey for all Bhomes Group clients.
They will help develop our strategy for growth, both organic and acquisition, ensuring opportunities are thoroughly researched and decisions are made from a position of understanding.
The Head of Operations will ensure all future companies are set up efficiently, making maximum use of our existing infrastructure.
? Overseeing the HR team including managing VISAs, brokers RERA cards, HR forms and protocols, job offers and approving payroll. Accountabilities also include Emiratization and liaising with legal council for any labour disputes.
? Ensure HR practices remain compliant and ensure the business is kept informed of any changes to relevant legislation.
? Developing programmes to maximise employee engagement and retention across all departments, including progression and succession planning.
? Maintaining a centralised control of HR across the Group whilst allowing individual brands to retain their unique personalities.
Recruitment and Training:
? Oversee our recruitment and training functions to ensure headcount targets are achieved and best in-class training delivered for all brands.
? Bring HR, training and management together to ensure the employee journey is mapped out and we are identifying and developing the leaders of tomorrow.
? Identify methods to upskill and develop the management team and conduct an annual 360 review of management to ensure continual improvement of senior staff.
Office Management and IT:
? Oversee RFP and award vendor contracts, renewal of tenancies and management of trade licenses for existing and new businesses within the group.
Customer Care and Brokerage:
? Oversee our Customer Care team who are responsible for initial contact for all communication channels (calls, emails and WhatsApp) into the business.
? Review our customer journey.
? Ensure the Customer Care team are delivering the best in-class service and work with brokerage leadership to identify how better processes or technology could deliver greater conversion rates.
? Review complaints procedures.
? Liaise with DLD and RERA when required and ensure business works within the legal frameworks set by these government entities.
? Manage property portal spend and ensure maximum ROI.
? Assist with the preparation of annual budgets and targets.
? Have a full understanding of the company P&L and firm handle on cost management within all brands.
? Manage Emirati sponsorship.
? Setting up business licenses for new companies within the Group.
? Managing any legal affairs with our external legal council.
? Ensure there are sufficient checks and balances within the business to ensure functions operate within an acceptable level of risk.