Local head of Platform F/M

Responsibilities

• Own the day‑to‑day running of the EHA La Réunion platform (frontline and back‑office), ensuring service delivery meets customer expectations, contractual SLAs and regulatory standards.
• Track operational performance (daily/weekly/monthly), manage escalations, and take action quickly when KPIs, SLAs or quality indicators deviate from target.
• Plan and manage capacity for peak seasons, unplanned volume spikes and incidents (including contingency/backup workforce planning) so that service quality and availability are maintained 24/7.
• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud‑based tools, using insights responsibly and in line with standards for data governance, security and ethical use.
• Lead, coach and develop team leaders and their teams: recruiting, onboarding, performance management, training, engagement and handling people issues (conflict, attrition risks, wellbeing).
• Embed a customer‑centric culture using Voice of Customer (VoC), complaints and operational feedback to improve processes, personalise assistance and reduce failure demand.
• Coordinate closely with other local and central functions (WFM, Quality, Product, IT, Network/Providers, Finance, Compliance) to ensure smooth end‑to‑end service delivery.
• Monitor and manage operational costs, run cost‑benefit analyses and implement levers (process changes, automation, digital tools, sourcing mix) to improve productivity while protecting service quality.
• Ensure emergency response and crisis‑management protocols are in place, maintained and well‑practised so that teams can handle home emergencies and critical incidents safely and effectively.

What You Bring

• Significant experience (around 5+ years) running assistance, claims or similar service operations, with direct responsibility for both call‑centre and back‑office activities, including performance and budget.
• Proven track record in a senior leadership role managing large, complex operations and leading leaders (not just small teams), ideally in 24/7 or high‑urgency environments.
• Hands‑on operational mindset: strong grip on KPIs, SLAs, quality, productivity and workforce management, and ability to translate data into clear actions for teams.
• Experience leading mixed delivery models (local and remote/offshored teams) and working cross‑functionally with WFM, Quality, IT, Finance, Compliance and external partners/providers.
• Demonstrated background in process improvement and in using digitalisation/automation to make operations more efficient (e.g. workflow tools, case management, self‑service, integrations).
• Strong people leadership: able to build and maintain an engaged, skilled team; handle difficult conversations; manage conflict and attrition; and foster a constructive, solution‑focused culture.
• Customer‑centric and pragmatic: understand the realities of home emergencies (basic understanding of home systems like plumbing, electrical, etc.) and can balance customer needs with operational and financial constraints.
• Excellent communication and stakeholder skills, including the ability to interact confidently with top management, explain operational issues clearly and influence decisions.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.