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Operations Strategy And Transformation Director
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Like what you see? Then check out our current opportunities.
Operations Strategy and Transformation Director
HBX Group is the world's leading technology partner, connecting and empowering the world of travel. We're game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team Our people, Team HBX Group, are the beating heart of the company who we encourage to 'move fast, dream big and make the difference' every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our 'global approach, local touch' mentality. We're headquartered in Palma, Mallorca and employ around 3,500 people worldwide.
JOB DESCRIPTION: The Operations Strategy & Transformation Director leads the discovery, definition and planning of the Strategy and strategic initiatives for the Operations function, working closely together with the Directors for Customer Service, Financial Services and Customer Experience Automation, the COO and the CTOO.
The role is the primary stakeholder for the new business areas being developed (Business Development, Fintech and HotelTech-Roiback) and their leaders (Chief Growth Officer, Fintech Managing Director, Roiback Managing Director) to coordinate the delivery of the new products and services being introduced in the company. This includes Business Development initiatives (including the B2B2C services and Loyalty strategy), Fintech roadmap (pay-in, pay-out, FX, etc.) and evolution of services provided to Hotels (B2C service).
The role leads the Transformation governance for the Operations function, with the aim of creating a step-change in scalability while enabling the consolidation of current products and services under a well orchestrated ecosystem model and implementing attention models for the new products and services. The role will monitor the performance and progress towards established objectives and facilitate decision making for key decisions.
The role manages the analysis, business planning and implementation of the new customer service models and teams for B2C and B2B2C services. This includes the coordination of the partnership with Perfectstay for dynamic packaging, as well as the analysis and development of service centers for hotels.
The role will coordinate the performance and transformation reporting of the area to be presented in the Operations leadership group meetings, Monthly Business Reviews and Executive Committee meetings.
Overall, the role purpose is to define the ambition and roadmap of key strategies to achieve it in the Operations function, while ensuring their correct implementation and facilitating governance and decision making.
Responsibilities:
Develop the overall Operations strategy by working together with the Operations Leadership Team to define the direction, objectives, ambition and roadmap to get there.
Own the strategic initiative roadmap, progress monitoring and identification of risks to achieve established objectives and ambition.
Maintain external awareness, screening the market and leading the Innovation agenda to identify the solutions that could be added to the ongoing roadmap and existing partners and solutions.
Co-create the operating models required across the Operations teams to deliver the new business products and services at HBX.
Lead the end-to-end management of the B2C and B2B2C services models, including the analysis, business planning and implementation. we have multiple requests to define a B2C service model that could serve both clients and suppliers. We may also need to build outbound centers for programs like Fintech where we want to go and sell products to partners. And we will need to design these operating models. Then the actual running can happen elsewhere
Coordinate the performance and transformation reporting for the area to be presented in the Operations leadership group meetings, Monthly Business Reviews and Executive Committee meetings.
Lead the Operations Strategy & Transformation team, enabling high performance, instilling the right behaviours, and reaching high levels of employee motivation and satisfaction.
Skills:
Leadership skills, especially to lead projects with high senior stakeholders involvement
Excellent project management and planning skills
Good judgement with the ability to make timely and sound decisions
Strong ability to build relationships with senior stakeholders both internally and externally
Entrepreneurial spirit to bring innovative ideas about potential optimization / innovation opportunities
Strong communication skills (verbal and written) including solid presentation skills to synthesize complex topics into actionable insights (for senior stakeholders)
Solid analytical, problem solving and creative thinking skills
Coaching skills and ability to delegate, train, lead and motivate team members
Ability to manoeuvre through high uncertainty and constant change
Ability to lead the responsibilities outlined in an autonomous manner
Experience:
+ 10 years of relevant experience managing strategic projects at a global organization or in a Strategy Consulting firm
Experience in Tech and/or services industry value
Experience managing and developing people in a multicultural and global organization
Qualifications:
Professional qualification, with an analytical, technology or business background
You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.
As well as an attractive benefits package you will be able to work:
Within an innovative, engaging and multicultural environment.
Have the opportunity to build strong and lasting business relationships and friendships from around the world.
Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.
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