Key Account Lead

Cape Town, South Africa 

Position Purpose:

The Head of Operations will lead the strategic and operational execution across the account, on a national level. This role will focus on operational standardisation and service delivery, driving operational excellence, financial performance, people leadership, governance, client relations, and business growth to ensure alignment with global standards and performance objectives.

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

Working Relationships & Stakeholder Interfaces:

Internal: Managing Directors, Executive Leadership Team, Country/ Regional Managers, Account Teams, Operational Teams, Finance, HR, IT, QHSE, Procurement, Business Development.

External: Clients (Executives, Senior and Operational), Statutory and Regulatory Bodies, Suppliers, Partners, Industry Associations.