Operations Lead

About the role

The Operations Lead runs the operation end to end and leads the operations team in a senior, hands-on role. You will own day-to-day delivery, manage stakeholder relationships, run governance and reporting, and ensure service levels are met, from planning and process design to getting the work done when the team needs support.

Key responsibilities

• Own day-to-day operations, track performance against service levels and report monthly, setting corrective action plans when targets are missed
• Plan and track operational activities, report progress weekly, and run manual workarounds until they are automated
• Prepare and present weekly, monthly and quarterly review packs, run meetings, issue minutes and track actions to closure
• Act as main point of contact for stakeholders, coordinate with external partners, escalate risks and manage scope changes
• Lead, train and coach the team, plan schedules, review accuracy and work with finance on reconciliations and settlements
• Maintain the operating model and SOPs, keep live registers of issues and risks, own reporting dashboards and recommend process improvements

Required profile

• Bachelor's degree in Business, Management or a related field
• At least 7 years of experience in operations, service delivery or program management, including at least 2 years leading a team
• Experience managing senior stakeholders, working to service levels, writing SOPs and improving processes
• Strong spoken and written English; good Arabic strongly preferred
• Well-organized, decisive and able to handle escalations calmly

Required skills

• Strong Excel and PowerPoint, including building reports and dashboards
• Project management or process improvement qualification (e.g. PMP, PRINCE2, Lean Six Sigma) strongly preferred