Head of Operations

Job Description

Job Summary:

The Head of Operations will be responsible for driving operational excellence, ensuring SLA

adherence, improving productivity, and building leadership depth across functions, including Company Formations, Legal, and Banking. The role focuses on efficiency, scalability, and maintaining high service standards while optimizing resources.

Key Responsibilities:

• Operational Excellence & SLA Management - Ensure timely delivery across key functions, including Company Formations & License Renewals and Legal drafting within a 30-day SLA. Drive closure of any pending cases within defined timelines.
• Performance & KPI Management - Monitor, track, and drive performance against defined SLAs and KPIs for all operational functions. Ensure teams consistently meet performance benchmarks across Company Formations, License Renewals, and Legal.
• Process Development (Banking & Registrations) - Establish and implement structured processes and measurable goals for Banking and Registration functions. Define clear KPIs and ensure alignment with overall operational objectives.
• Lean Productivity - Drive productivity and efficiency initiatives across operations, particularly within Company Formations. Optimize resources while maintaining service quality and operational stability.
• Leadership & Team Development - Build and strengthen leadership depth within the team by developing deputies and backups across functions. Foster a high-performance, collaborative, and accountable team environment.

• Bachelor's degree in Business Administration, Operations Management, or related field
• Minimum 8 years of experience in operations management (preferably within corporate services)
• Proven experience managing cross-functional teams and driving performance metrics

• Strong understanding of SLA-driven operations
• Expertise in process optimization and productivity improvement
• KPI setting, tracking, and performance management
• Stakeholder management and cross-functional coordination
• Data-driven decision-making and problem-solving
• Experience in scaling operations and managing high-volume workflows

• Results-oriented with a strong ownership mindset
• Proactive and solution-driven approach
• Ability to thrive in a fast-paced and evolving environment
• Strong leadership presence with a team development focus
• High accountability and attention to detail

• Consistent SLA adherence across functions
• Ability to drive productivity improvements without compromising service quality
• Strong leadership capability with proven team management experience
• Excellent communication and stakeholder management skills
• Commitment to building scalable and sustainable operational processes