Director of Operations Switzerland

at  Batgroup

At Batgroup, we’re not just aiming high – we’re reaching for the stars! Our mission? To become the unrivaled global leader in “home well-being” by revolutionizing the cleaning industry. With a workforce of over 4,000 dedicated cleaning staff and 200 skilled office-based colleagues, we’re already dominating the Swiss housecleaning segment with our innovative portfolio of direct service, recruitment, and fiduciary management brands. And with rapid expansion across Europe, our journey towards global leadership is only getting faster and more exciting!
Our primary purpose isn’t just about business – it’s about people. We’re committed to ensuring that every worker in the cleaning industry enjoys declared and protected employment, with access to essential social and economic safety nets like pensions, sickness compensation, and paid annual leave. By fighting against the multi-billion franc cleaning black market, we’re leveling the playing field and ensuring fair participation in vital systems like taxation and social fees. With our contractual agreements, customers can trust that they’re inviting trustworthy professionals into their homes, backed by comprehensive insurance coverage. That’s why our battle cry is to #fighttheblackmarket!
Batgroup is growing and that’s why we’re seeking an Director (Head of) Operations for our office in Pully.

Operations Management:

• Oversee daily operational activities of our Ops, Recruitment, Administration and Special Cleaning Unit, split across three Operational Centers in Lausanne, Zurich and Lugano.
• Enhance and monitor reporting, quality assessment processes and engagement initiatives to ensure retention from both customers and cleaning colleagues.
• Ensure efficient coordination and execution of tasks across operational units composed of 5 direct reports and a wider management tree of ±40 office staff and our wider cleaning colleague population (±300 FTE, ±1000 Headcount).

People and Performance Management:

• Lead and manage team performance in alignment with the company’s framework.
• Provide regular feedback, development opportunities, and incentive plans to team members, in collaboration with HR function.
• Conduct performance reviews and manage career progression paths for office employees.

Issue Resolution and Improvement:

• Address escalations related to client, colleague or business issues promptly and effectively.
• Identify areas for improvement and implement solutions to enhance operational efficiency in collaboration with Product, Tech and Change functions.
• Act as a point of contact for resolving complex issues and ensure customer and colleague satisfaction.

Cross-Departmental Communication:

• Facilitate communication and collaboration across different departments, particularly in the context of tech and process change.
• Serve as the primary liaison to ensure seamless information flow and teamwork.
• Contribute to initiatives that promote interdepartmental cooperation and synergy.

Strategic Vision and Insight:

• Develop and establish an operational vision in line with company goals.
• Provide strategic insights to drive continuous improvement and innovation.
• Ensure alignment of operational activities with the overall business strategy.

Please refer the Job description for details