Head of Operations

About the role

The Head of Operations will lead the Cairo Operations Department, shaping strategy, driving performance and ensuring all key performance indicators are met. This senior position reports to senior management and is responsible for the overall efficiency and growth of the business.

Key responsibilities

• Define and execute the operational strategy, aligning it with business objectives and KPIs.
• Ensure strict adherence to policies, procedures and customer‑service standards.
• Meet sales and consultant‑booking targets across services.
• Oversee workforce planning, recruitment, training, leave management and staffing levels.
• Design and manage motivation, incentive and salary structures to retain talent.
• Identify telecom and IT requirements, liaise with internal suppliers and resolve issues promptly.
• Lead change‑management initiatives to improve processes, scalability and operational excellence.
• Prepare and present regular operational and strategic reports for senior management.
• Own and manage departmental budgets, financial reporting and resource allocation.
• Monitor service KPIs, drive continuous improvement and ensure compliance with regulatory and legal standards.
• Analyze data trends to identify opportunities for operational and patient‑care enhancements.

Required profile

• University degree in a related field.
• 10‑12 years of experience in customer‑service management.
• 5‑8 years in a senior leadership or head‑of‑operations role.
• Fluent English (mandatory).
• Strong client‑facing and internal communication abilities.
• Proven expertise in workforce forecasting and capacity planning.
• Excellent organizational, strategic and leadership capabilities.

Required skills

• Advanced MS Excel