Head of Operations

We are looking for an experienced and results-driven Head of Operations to lead and manage daily operational activities at our Etihad Town location in Lahore, Pakistan. The ideal candidate will focus on improving operational efficiency, managing diverse teams, streamlining processes, and ensuring the achievement of key performance indicators (KPIs). This role requires a strong dedication to maintaining high performance and service standards while fostering continuous improvement throughout the organization.

Key Responsibilities

Lead and oversee all operational functions to ensure smooth and efficient business processes. Develop and implement operational strategies that align with the company’s overall goals. Monitor team performance, productivity, quality, attendance, and operational KPIs to uphold high standards. Establish clear performance targets and ensure teams consistently meet or exceed these objectives. Manage, mentor, and support Operations Managers, Team Leads, and staff to encourage professional growth and accountability. Analyze operational reports to identify improvement areas and execute corrective actions. Oversee workforce planning, staffing, scheduling, and resource allocation to maximize operational capacity. Collaborate closely with HR, Finance, Sales, and other departments to support organizational objectives. Quickly identify operational challenges and take appropriate corrective measures. Ensure compliance with company policies, procedures, and performance standards. Conduct regular performance reviews and provide strategic feedback to senior management. Prepare and present detailed operational reports, performance analyses, and recommendations to leadership. Promote a culture of accountability, continuous improvement, teamwork, and professional development. Efficiently handle escalated operational issues to ensure timely resolution. Support business growth initiatives and contribute to strategic decision-making processes.

Required Qualifications

Bachelor’s degree in Business Administration, Management, Operations, or a related field. Minimum of 5 years of relevant experience in operations management, preferably within BPO, call center, travel, sales, or customer service industries. Proven ability to manage large teams and multiple operational functions effectively. Strong understanding of KPIs, performance management, workforce management, and operational reporting. Excellent leadership, communication, and decision-making skills. Strong analytical and problem-solving abilities. Ability to thrive in a fast-paced, target-driven environment. Proficiency in MS Office and operational reporting tools. Exceptional organizational and time-management skills.

Preferred Qualifications and Benefits

Competitive salary package starting from Rs120,000 per month. Opportunities for professional growth and career advancement. Dynamic and collaborative work environment that encourages innovation. Chance to lead and influence operational growth within the organization. Employee recognition programs and performance-based rewards. This is an in-person role based at Etihad Town, Lahore.

This full-time position offers a challenging and rewarding opportunity for a motivated professional to make a significant impact on our operations and contribute to the overall success of the business.