Job Description:Leadership & Strategy – Heading the Cairo Operations Department, overseeing the overall operational strategy, driving organizational performance, and ensuring the achievement of all KPIs and business objectives.Process adherence - Ensuring compliance with policies and procedures, and always delivering excellence in customer service, including the implementation and management of projects.Sales targets - Meet all targets for consultant bookings and other services.Resourcing – overseeing workforce planning, defining optimum staffing strategies, leading recruitment decisions, and approving training scope and materials for the department. Manage leave planning and ensure sufficient cover in all teams at all times.Motivation - Design and implementation of motivation and incentive initiatives, including salary structures and bonuses to maximize staff retention. Oversee disciplinary and grievance processes and penalties.IT / Telecoms – Identify telecom requirements and align business requirements and processes with IT solutions. Liaise with internal IT suppliers in ensuring issues are resolved as soon as possible.Change Management - Identify inefficiencies and lead process improvement initiatives to optimize performance, support scalability, and drive operational excellence.Preparation and presentation of regular operational and strategic reports for the senior management team.Ownership and management of allocated budgets and resources.Overseeing and reporting on complaints; ensuring the complaints process is being adhered to in accordance with the complaints policy.Monitoring service key performance indicators and driving continuous improvement initiatives.Manage budgets, financial reports, and other operational performance metrics.Collaborate with other departments and stakeholders to ensure smooth and coordinated operations.Ensure compliance with regulatory and legal requirements.Analyze data and trends to identify opportunities for improvement in operations and patient care.Develop and implement quality improvement initiatives.Driving the growth of the business operations, promoting year-on-year growth and expansion.Complying with the line manager in work-related tasks and instructions.Other duties within the job role as reasonably identified by the senior management team.Job Requirements:University Degree in a related field.10-12 Years of experience in Customer Service Management.Minimum 5 to 8 years of experience at a Head or Senior Leadership Level.Fluent English is A MUST.Excellent Client facing & Internal Communication Skills.Workforce forecasting & Capacity Planning.Ability to build consensus and relationships among senior managers, partners, and employees.Outstanding organizational, strategic & leadership skills.Excellent Computer skills, Advanced MS Excel is required.Working Hours: 11:00AM to 7:00PMWorking Days: Monday to Friday ( Saturday & Sunday off ).Work Location: Heliopolis, Cairo