Job Summary: The Head of Operations will oversee the company's day-to-day operational functions with a strong focus on post-sales account management, logistics coordination, customer service excellence, and financial control. This role requires a hands-on leader with the ability to manage multiple departments and functions to ensure operational efficiency, customer satisfaction, and organizational compliance. Key Responsibilities: 1. Account Management Serve as the primary point of contact for key clients, ensuring timely follow-ups and maintaining long-term customer relationships. Oversee account servicing activities, including contract renewals, billing, and performance monitoring. 2. Warranty Claims & Case Logging Develop and implement a systematic process for handling warranty claims. Ensure all cases are logged accurately into the case management system and resolved within defined SLAs. Liaise with suppliers and technical teams for resolution and replacement coordination. 3. Debt Collection Oversee credit control and accounts receivable processes. Work closely with finance to ensure timely collections and resolution of overdue payments. Implement debt recovery strategies while maintaining positive client relationships. 4. Customer Complaints Handling Lead the customer service team in managing and resolving customer complaints professionally and promptly. Analyze root causes and implement corrective/preventive actions to reduce recurrence. Track and report complaint trends and propose improvements to service quality. 5. Stock & Delivery Management Coordinate with logistics and warehouse teams to ensure timely delivery of products and materials. Monitor inventory levels to prevent shortages or overstocking. Streamline delivery scheduling and optimize transportation efficiency. Qualifications & Skills: Bachelor's Degree in Business Administration, Operations Management, or related field. Minimum 7 years of experience in operations, preferably in a leadership or management role. Strong interpersonal, communication, and negotiation skills. Proven experience in account servicing, customer support, and credit control. Excellent organizational, analytical, and problem-solving abilities. Proficient in CRM, ERP, and case management systems. Key Attributes: Proactive and solution-oriented mindset High attention to detail Strong leadership and team-building capabilities Able to work under pressure and manage multiple priorities Commitment to operational excellence and continuous improvement Show more Show less