The Head of Operations (HOO) is accountable for ensuring a high-quality service and experience to all client matters ensuring absolute efficiencies benefitting revenue growth and increased profitability. The HOO will lead on the day-to-day operations of the company, working closely with the Management team across multiple departments.Skills and AccountabilitiesTake complete ownership and accountability for the client service delivery from onboarding to service completion.Reviewing the current services offered by CBD and proposing potential new service line opportunities.Reviewing the current customer service experience across the services we provide to clients with a particular focus on licencing, labour and immigration/ manpower, ADGM/ DIFC and legal and compliance delivery.Work closely with all departments to review all customer interactions across the client journey.Managing the department heads as direct reports to you, initially focused on licencing, labour and immigration / manpower and legal delivery.Maintain CBD's reputation through timely and high-quality service delivery.Monitor and enhance client satisfaction, address challenges, and minimise service-related complaints.To lead on looking into any client complaints, review the challenge and implement solutions.To review the onboarding – work in progress list regularly and work with the team to complete the transaction as soon as possible.Ensure the operations team meets client deadlines and requirements by having an overview of daily tasks / projects through the Client Relationship Management system (CRM).Stay updated on industry trends relevant to operations, proposing automation enhancements for increased efficiency.Promptly address client requests with effective communication skills, instilling these skills within the team.Serve as the main point of contact for clients, ensuring service delivery aligns with the agreed scope of work.Foster strong relationships with CBD Management team and colleagues to gain their trust, respect and support.Take responsibility for day-to-day operations of the team, providing leadership, guidance, and motivation to achieve objectives and resolve issues affecting business targets.Assist in developing and executing a strategic plan for the operations team.Maintain and expand relationships with existing clients, with the potential to upsell services, ensuring they are aware of all our services and jurisdictional reach.Establish partnerships with key stakeholders such as licensing authorities and government departments.Minimise operational costs within budgetary limits and ensure compliance with appropriate standards to enhance business value.Manage and lead the operations team to ensure alignment with client expectations and CBD's strategic objectives.Collaborate with the BD team and CBD managers to optimise service delivery models and improve service quality.Develop and implement strategic and annual plans, updating them regularly to reflect significant changes.Provide the Managing Director with a monthly report against the client service objectives.Uphold and promote CBD values and brand among internal and external stakeholders.Prioritise commercial considerations in decision-making to ensure organisational success.Manage risks effectively and ensure compliance with evolving compliance and operating models.Provide leadership, guidance, and development opportunities for direct reports, fostering a high-performance culture aligned with CBD Core Values.Monitor employee performance, provide feedback, and address issues promptly.Train and support staff to encourage learning and development, mitigating the risk of turnover.Conduct periodic reviews and audits of client portfolios to ensure adherence to internal policies and regulatory requirements.Continually review, amend and roll out standard operating procedures (SOP).Propose enhancements to the CRM to benefit the client service experience.Innovate and explore creative approaches to uncover business opportunities.Actively pursue meetings, client interactions, and networking events to capitalise on business prospects.Be a champion for the CRM system ensuring accuracy of data and entry across the client service experience.Promote all services offered and enhance the CBD brand's presence.