Head of Operations and Quality Management

The role of Head of Operations and Quality Management in Hyderabad, India, is a pivotal position that requires you to excel in customer service and operational leadership. As the Head of Operations and Quality Management, your primary responsibility will be to ensure exceptional customer service for high-net-worth clients, delivering unforgettable experiences while maintaining operational excellence and high-quality standards. This role demands a visionary leader who possesses a deep understanding of personalized service, luxury hospitality management, and quality assurance. Your responsibilities will include leading initiatives to set industry benchmarks for client satisfaction and guest experiences, developing personalized service protocols tailored to high-net-worth clientele, and actively engaging clients to understand their preferences and provide customized solutions. You will also need to integrate a customer-first approach into all operational strategies, ensure seamless coordination among departments to enhance client satisfaction, and monitor service delivery to consistently exceed expectations. In terms of quality management, you will be expected to create and enforce quality standards that prioritize customer delight, conduct regular audits focusing on client feedback to drive improvements, and innovate to elevate customer experience in line with luxury hospitality trends. Team development is also crucial, as you will need to train staff to deliver personalized, high-touch service, foster a culture of empathy and excellence among team members, and recognize and reward exceptional service performance. Building strong client relationships is another key aspect of this role, where you will act as the company's ambassador, proactively address client inquiries and concerns, and use client feedback to inform strategic decisions. Strategic planning is essential, ensuring that customer experience remains a cornerstone of long-term growth strategies and collaborating with the executive team to align operations with service excellence goals. To qualify for this position, you should hold a Bachelor's or Master's degree in hospitality management, Business Administration, or a related field, along with a minimum of 5-8 years of leadership experience in luxury hospitality focusing on customer service. You should demonstrate proven expertise in delivering high-quality experiences to high-net-worth clients, possess strong interpersonal and communication skills to build client trust and loyalty, and showcase the ability to instill a customer-centric culture across the organization. Preferred skills for this role include experience with personalized service delivery for affluent clientele, knowledge of customer behavior and preferences in the luxury segment, and the ability to innovate and tailor services to meet unique client needs.,