Director, Operations - Shama

This role is a strategic partner reporting to the Vice President of Operations, responsible for ensuring operational consistency, excellence, and innovation across Shama's portfolio. The role focuses on driving performance standards, brand compliance, and efficiency through structured systems, actionable analytics, and continuous improvement initiatives.

Main Duties & Responsibilities

A. Financial & Business Performance

Support the VP of Operations in the preparation and approval of operating and capital budgets across properties.

Support turnaround strategies for underperforming assets.

B. Operational Excellence & Standardization

Develop, implement, and maintain brand-wide Standard Operating Procedures (SOPs).

Conduct regular property audits for compliance and improvement opportunities.

Recommend corrective measures and ensure timely follow-up.

C. Data Analytics & Performance Management

Design and manage KPI dashboards tracking performance metrics such as guest satisfaction and efficiency

Identify performance gaps and propose improvement strategies.

D. Quality & Guest Experience

Lead initiatives that enhance guest experience and satisfaction.

Implement brand audits and certification programs to ensure service excellence.

E. Continuous Improvement & Innovation

Identify and lead process improvement and innovation projects across the group.

Collaborate with IT and Finance to introduce and evaluate technology solutions.

Drive sustainability and digital transformation initiatives to improve operational efficiency.

F. Expansion & Growth Support

Conduct operational due diligence for new projects and acquisitions.

Provide operational guidance for pre-opening properties to ensure readiness.

Align new openings and rebranding with corporate and brand strategy.

G. Regional Support & Project Management

Support crisis or underperforming properties with targeted interventions.

Coordinate special corporate projects, including ESG and loyalty program initiatives.

Promote cross-country best practice sharing and operational workshops.

H. Training & Development

Establish and lead an Operations Academy to build leadership capability.

Drive train-the-trainer programs for consistent skill development.

Implement recognition programs that promote excellence and performance culture.

I. Reporting & Advisory

Consolidate regional reports and deliver executive performance summaries.

Provide operational risk assessments and consultative advice to GMs and Regional Directors.

Represent operations excellence at executive forums and management reviews.

J. Business Acumen & Strategic Support

Support the VP of Operations in driving business performance across the Shama portfolio through data-driven analysis and operational insights.

Translate operational data into actionable business recommendations to support strategic decision-making.

Partner with Finance and Commercial teams to align operational initiatives with revenue and profitability objectives.

K. Special Projects & Strategic Initiatives

Lead and coordinate cross-functional special projects initiated by corporate leadership, ensuring clear timelines, accountability, and measurable outcomes.

Act as a project owner or PMO for high-impact strategic initiatives.

Track progress, manage risks, and report outcomes to executive stakeholders.