Local head of Platform F/M

What You Do

• 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 insight responsibly and in line with our 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. This matters because you will be the operational owner of the platform.
• 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. You need to be comfortable making decisions under pressure and at scale.
• Hands-on operational mindset: strong grip on KPIs, SLAs, quality, productivity and workforce management, and the ability to translate data into clear actions for your 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: you 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.