Head of Operations - Kuala Lumpur, Malaysia - the Hive

Description

The Flexi Group is a collection of beautifully designed flexible workspace brands with spaces across Asia Pacific and Australia. Our brands include the Hive, Common Ground, and The Cluster, each bringing our community a unique member experience. We build, nurture, and expand a community of professionals, serving as a hub for connection and collaboration for businesses.

Our mission is to inspire meaningful connections by building a second home where members become friends, and ideas become reality.

We're looking for people who want to make a meaningful impact on people's workplace experience and someone who thrive in a collaborative setting. Take the next step in your career, join The Flexi Group's dynamic team and become a part of the community.

A DAY IN THE LIFE OF

The Flexi Group is seeking an experienced and highly skilled Head of Operations to oversee and lead the operations of our business across the Asia-Pacific region. As the Head of Operations, you will play a critical role in shaping and executing the operational strategy, driving excellence in member experience, managing diverse teams, and collaborating closely with the senior leadership team across different departments. This position is located in Kuala Lumpur, Malaysia, and the ideal candidate must possess the ability to effectively manage and collaborate with remote teams located overseas in order to meet the expected deliverables. The successful candidate will report directly to our Operations Director. The ideal candidate will be someone with exceptional leadership abilities, a strategic mindset, and a track record of success in managing large-scale operations.

ROLE AND RESPONSIBILITIES

• Develop and execute the operational strategy for the business, aligning it with the overall company objectives and growth plans.
• Establish clear service standards, guidelines, and procedures to ensure consistency in service delivery, addressing areas such as member requests, issue resolution and facility maintenance.
• Develop and deliver training for community teams to enhance their customer service skills, communication, and problem-solving abilities, enabling them to effectively support members and deliver exceptional service.
• Implement mechanisms to monitor service performance, such as member satisfaction surveys, feedback channels, and performance metrics. Analyze data to identify trends, areas for improvement, and opportunities to enhance the team's development and member experience.
• Continuously evaluate operational processes, identify areas for improvement, and implement streamlined procedures, systems, and technologies to drive productivity and member satisfaction.
• Oversee the efficient functioning of all sites, advisory in large renovation projects, and space management to meet the highest standards.
• Work closely with Country Managers of 8 countries to lead and inspire a multidisciplinary team of operations professionals, fostering a culture of excellence, collaboration, and continuous improvement.
• Drive initiatives to enhance member experience, collaborating closely with the operations team to create a vibrant and inclusive coworking environment that exceeds expectations.
• Develop and maintain strategic relationships with vendors and service providers, negotiating contracts, ensuring quality service delivery, and optimizing cost-effectiveness.
• Collaborate with the finance team to manage budgets, track expenses, and identify opportunities for cost optimization and operational efficiency.
• Analyze operational metrics, generate comprehensive reports, and provide actionable insights to the Operations Director and senior management, contributing to data-driven decision-making.
• Collaborate closely with the Operations Director and senior leadership team to lead the strategic planning and execution of new site openings, working closely with cross-functional teams to ensure a smooth and successful launch.
• You will be a part of developing and implementing new operational strategies, workflows, and service offerings. Your input will directly shape the future direction of our organization and contribute to its continued success.

Requirements

• Bachelor's degree in project management, hospitality management, or a related field.
• Extensive experience in senior-level operations management, preferably within the coworking, hospitality / service, or real estate industry.
• Proven track record of success in managing large-scale operations and leading cross-functional teams.
• Strong strategic thinking and problem-solving abilities, with a demonstrated ability to drive operational excellence and deliver results.
• Exceptional leadership and team management skills, with the ability to inspire, mentor, and develop high-performing teams.
• Excellent communication and interpersonal skills, with the ability to build relationships with stakeholders at all levels.
• Strong financial acumen, budgeting skills, and experience in cost optimization.
• Analytical mindset with the ability to interpret complex data, generate insights, and make data-driven decisions.
• Ability to thrive in a fast-paced, dynamic environment, adapting to changing priorities and driving organizational change.
• Tech-savvy with a good understanding of digital tools and platforms relevant to operations management.

Benefits

• Competitive salary reflective of your growth
• Variety of discounts across our growing industry partners
• A comprehensive training academy to support your growth and longevity with us
• Education allowance to support external training
• A fun, dynamic working environment, working with a diverse, world-class team
• Regular team and community events based on our four event pillars; Business, Community-building, Entertainment and Wellness
• An extra day of leave to celebrate your birthday
• An annual dedicated day to volunteer at a charity of your choice
• Two days Flexcation a year, used to extend your time away by working in any of The Flexi Group locations

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

We are committed to creating an inclusive, respectful environment that embraces individuality and talents. All appointments and promotions are made on the basis of performance and ability. We are committed to the continued development of our teams' personal skills and business acumen. All team members will be treated fairly and unbiasedly and given every encouragement to reach their potential.