Head of Operations - Home Services PROCAPITA MANAGEMENT CONSULTING DUBAI BRANCH

Purpose

The Home Services Operations Manager is responsible for the overall management and performance of CANDOO’s home services portfolio, including Handyman, Laundry, and housekeeping services. This role ensures the seamless execution of services with a strong focus on quality, efficiency, and customer satisfaction. Through effective leadership, operational control, and continuous improvement, the manager drives team performance, optimizes resource utilization, and ensures service excellence across all touchpoints. Acting as the key link between field teams, support departments, and clients, the role plays a vital part in strengthening CANDOO’s reputation as a trusted provider of reliable, high-standard residential services.

Responsibilities / Duties

Operational Management

• Oversee the day-to-day operations of all home services divisions (Handyman, Laundry, and Housekeeping).
• Ensure services are delivered as per scope, timelines, and quality benchmarks.
• Implement and monitor SOPs, service workflows, and resource allocation across departments.

People & Team Leadership

• Manage department heads, supervisors, and team leaders across all service lines.
• Ensure staffing levels meet service demands through proper planning, scheduling, and cross-training.
• Drive a performance culture by mentoring team leaders and promoting accountability at every level.

Service Quality & Client Satisfaction

• Coordinate closely with the Customer Service (Call Center) Manager to stay informed on client requests, service feedback, and complaints, ensuring timely and appropriate operational responses to uphold CANDOO’s service excellence standards.
• Collaborate with the CRM team to track service KPIs, response times, and satisfaction scores.
• Conduct regular service audits, spot-checks, and customer feedback reviews.
• Ensure client concerns, complaints, and service escalations are resolved quickly and effectively.

Financial & Resource Control

• Monitor operational budgets and consumable usage across departments.
• Identify cost-saving opportunities while maintaining or improving service standards.
• Approve material requests, vendor coordination, and service-related procurement within authorized limits.

Coordination & Reporting

• Liaise with support functions (HR, QHSE, Finance, Procurement) for recruitment, compliance, and resource needs.
• Maintain accurate and timely records of operations, including manpower reports, service requests, and incident logs.
• Prepare weekly and monthly operational reports and dashboards for management review.

Innovation & Continuous Improvement

• Recommend and implement process improvements to enhance operational efficiency and service consistency.
• Stay up to date with industry trends, customer behaviour, and technology adoption in home services.
• Support the development of new service packages or upgrades based on market demand.

Compliance & Safety

• Ensure that all services are delivered in compliance with UAE regulations and internal QHSE guidelines.
• Promote a culture of safety, professionalism, and respect within field teams and service personnel.

Education Qualifications

• Bachelor’s degree in business administration, Facilities Management, Hospitality Management, or a related field is required.
• Advanced certifications in Operations Management or Soft Services are highly desirable.
• Strong understanding of operational systems, service workflows, and customer-facing environments gained through formal education and practical experience.

Experience

• Minimum 10 years of experience in managing multi-service operations (ideally in FM, hospitality, or residential services).
• Experience in managing large teams, multiple service lines, and high-volume operations.
• Proven track record in service improvement and team leadership.

Job Knowledge & Skills

• In-depth understanding of residential soft services operations, including housekeeping, laundry, handyman, and MEP services.
• Strong operational planning and resource management capabilities, with the ability to manage multi-site, high-volume service environments.
• Proven expertise in service delivery optimization, KPI tracking, and implementing performance improvement initiatives.
• Advanced customer service orientation with the ability to interpret customer behavior, resolve complaints diplomatically, and drive satisfaction.
• Proficiency in workflow scheduling, manpower planning, and cost control.
• Knowledge of UAE labor law, QHSE regulations, and municipal compliance standards applicable to residential service delivery.
• Experience using CAFM systems, CRM platforms, and MS Office (Excel, Word, PowerPoint, Outlook).