Key Account Manager

SUMMARY:
The Head of Operations will lead the strategic and operational execution across the account, on a national level.

POSITION INFO:

Operational Leadership

• Design and implement standardised operating procedures across the account portfolio to ensure service delivery consistency and excellence.

• Oversee and lead operations, delivery teams, account structures, and support functions.

• Deploy technology and digitization initiatives to reduce manual processes and improve efficiency.

• Drive continuous improvement through operational audits and KPIs.

• Implement enterprise systems to enable centralised visibility and reporting.

• Foster a shared service mindset to support cross-account efficiencies and scalability.

• Optimise resource deployment, performance reporting, and continuous improvement through data and KPIs.

• Own operational compliance with internal standards and specific legislation.

Financial Management

• Own P&L and budgeting processes, focusing on profitability, cost control, and EBITDA growth.

• Ensure financial planning and performance align with corporate targets.

• Establish financial accountability across service lines and countries.

• Support pricing, cost modelling, and commercial viability for new and existing contracts.

• Ensure operational delivery aligns with commercial commitments, strategies, and contract obligations.

People & Culture

• Lead and mentor teams across all functional lines (Operations, HR, Finance, QHSE, etc.).

• Promote a culture of accountability, empowerment, and performance.

• Oversee workforce planning, succession management, and relevant HR compliance.

• Drive employee engagement and retention in diverse cultural settings.

Governance & Compliance

• Ensure adherence to corporate policies, regulatory requirements, and statutory frameworks across countries.

• Establish governance structures that align with the head office.

• Implement controls and risk management practices to improve transparency and reduce exposure.

• Lead the preparation and execution of BCPs, crisis response, and risk audits.

Strategic Growth & Business Development

• Identify and develop growth opportunities.

• Build strategic partnerships and alliances to enhance service offerings and presence.

• Collaborate with BD teams to drive tender responses, mobilisations, and transitions.

• Ensure post-sale operational readiness and client satisfaction.

Commercial and Contractual Oversight

• Ensure contractual compliance and optimal delivery of all service-level agreements (SLAs) and KPIs.

• Support negotiations and renewals of client contracts.

• Provide strategic input into pricing models and contractual risk sharing.

• Champion commercial governance and accountability.

Client Relations & Stakeholder Engagement

• Serve as the executive sponsor for key accounts in the portfolio

• Develop senior-level client relationships to foster trust, retention, and growth.

• Act as a point of escalation and resolution for client issues.

• Drive client satisfaction surveys, performance reviews, and service improvements.

Qualifications & Experience:

Minimum Requirements

• Bachelor''s Degree

• 5-10 years of relevant experience

• Minimum 10 years’ senior-level leadership experience, with multinational scope

• Proven track record of operational leadership and commercial management in Facilities or Property Management.

• An MBA or a Master’s degree in a related field would be advantageous.

• Relevant certification and membership from industry bodies.

Key Skills & Competencies:

• Strategic planning and execution

• Financial acumen and commercial judgment

• Cross-border operational management

• People leadership and team development

• Strong stakeholder management and influencing skills

• Knowledge of EHS/ OHS standards, statutory requirements, and risk management

Technology-Enabled Delivery (especially with CAFM platforms)

• Analytical thinking and data-driven decision-making

• High emotional intelligence and cultural sensitivity

• Crisis management and business continuity expertise

• Strong written and verbal communication, reporting, and presentation skills