Director of Operations - مدير عمليات

JOB PURPOSE:
To lead National Innovation Accelerator Center - Terminal 11's operational excellence across hub management, facility services, member experience, finance, and administration. Accountable for delivering a world-class workspace environment, ensuring seamless day-to-day operations, and maintaining the infrastructure and services that support tenants, members, and ecosystem activities.

ROLES AND RESPONSIBILITIES:
1. Operations Strategy & Planning
• Develop and implement the operations strategy aligned with Terminal 11's objectives.
• Establish operational standards, policies, and procedures.
• Plan and manage operational budgets and resource allocation.
• Drive continuous improvement in operational efficiency and service quality.
2. Hub & Facility Management
• Oversee all facility operations including maintenance, security, cleaning, and utilities.
• Ensure the facility meets health, safety, and environmental standards.
• Manage relationships with building landlord and facility service providers.
• Supervise preventive maintenance programs and capital improvement projects.
• Ensure operational readiness of all spaces including co-working, private offices, and event areas.
3. Member & Tenant Experience
• Accountable for delivering exceptional member and tenant experience.
• Oversee onboarding, support, and engagement of all workspace users.
• Establish and monitor service level standards for member support.
• Address escalated member and tenant issues and complaints.
• Drive member retention and satisfaction initiatives.
4. Finance & Administration
• Oversee financial operations including budgeting, invoicing, and financial reporting.
• Ensure accurate and timely financial processes and controls.
• Manage administrative functions including procurement, contracts, and office management.
• Ensure compliance with parent authority financial policies and procedures.
5. Team Leadership
• Lead and develop the Operations team including Facility Coordinator, Member Experience Officer, Admin Officer, and Finance Manager/Sr. Specialist.
• Set clear performance objectives and KPIs for team members.
• Conduct regular performance reviews and support professional development.
• Foster a service-oriented, accountable, and collaborative team culture.
6. Vendor & Contract Management
• Manage relationships with service providers, contractors, and vendors.
• Negotiate and oversee contracts for facility services, maintenance, and supplies.
• Monitor vendor performance against agreed service levels.
• Ensure cost-effective procurement and vendor management practices.
7. Systems & Technology
• Oversee operational systems including access control, booking systems, and facility management platforms.
• Ensure integration and reliability of operational technology.
• Coordinate with IT support for infrastructure and systems management.
• Drive digitization of operational processes.
8. Compliance, HSE & Risk Management
• Ensure compliance with HSE regulations and best practices.
• Maintain emergency preparedness and business continuity plans.
• Identify and mitigate operational risks.
• Support internal and external audits and inspections.
9. Reporting & Performance Management
• Report on operational performance, facility status, and financial metrics.
• Track and analyze operational KPIs and service levels.
• Prepare management and board-level reports on operations.
• Implement data-driven improvements based on performance analysis.

COMMUNICATION CHANNELS:
Internal:
• General Manager.
• Managing Director (as required).
• Director of Partnerships & Programs.
• Head of Innovation & R&D.
• Facility Coordinator.
• Member Experience Officer.
• Admin Officer.
• Finance Manager / Sr. Specialist.
External:
• Building landlord.
• Facility service providers and contractors.
• Anchor tenants.
• Utilities providers.
• Regulatory and compliance bodies.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:
Educational Qualifications:
• Bachelor's degree in Business Administration, Facilities Management, Engineering, or related field.
• Master's degree in Business Administration or Operations Management is preferred.
Professional Qualifications:
• Professional certifications in facilities management (IFMA, BIFM) or operations are advantageous.
• HSE certifications (NEBOSH, OSHA) are desirable.
Work Experience:
• 10+ years of experience in operations, facilities management, or hospitality.
• At least 5 years in leadership roles managing multi-functional teams.
• Experience managing co-working spaces, commercial real estate, or innovation hubs is highly desirable.
• Experience with tenant relations and member experience management.
• GCC regional experience is advantageous.
Languages:
• Fluency in English is essential.
• Fluency in Arabic is highly desirable.
Computer Skills:
• Proficiency in Microsoft Office Suite.
• Experience with facility management systems (CAFM/CMMS).
• Familiarity with ERP, financial systems, and operational dashboards.

COMPETENCIES REQUIRED:
Behavioral Competencies:
• Operational Leadership.
• Customer Service Orientation.
• Problem Solving.
• People Management.
• Attention to Detail.
• Communication.
• Accountability.
• Adaptability.
Technical Competencies:
• Facilities Management.
• Operations Management.
• Financial Management.
• HSE Management.
• Vendor and Contract Management.
• Service Delivery.
• Systems Management.