Head of Operations

A Head of Operations position has become available at our Durban office in the Firm Integration Team reporting to the Head of Operations. As the DUR office Head of Operations (HOO), the individual is responsible for managing and leveraging a wide team(s), whose collective efforts, alongside their own contributions, ensure the timeous delivery of all outputs within their scope of responsibility. These outputs must meet the required standards and align with the dictates of the practice. Some of the outputs include strategic planning, process optimisation, resource allocation, stakeholder and supplier liaison, leading and managing a diverse team, and budget management.

Key Responsibilities:
Strategic planning:

• Assist the COO in implementing the firms goals and strategy, and providing relevant ground-up input to ensure effective ongoing support to the practice.
• Facilitate project planning and implementation of various internal initiatives.
• Collaborate with the firms Executives, and their teams, to deliver project goals in an integrated and synergistic manner.

Operational management:

• Attend to and oversee daily office operations in Durban, ensuring smooth workflow and adherence to ENS policies and procedures.
• Continuously evaluate, adapt and change the workflows and processes for the office.
• Facilitate onboarding process for new starters, movers and offboarding for leavers for the office.
• Ensure that all documentation is in place and that it is processed as is required in a law firm context.
• Escalate and manage all maintenance including cleaning within the office and building
• Ensure all deliveries are efficiently and cost-effectively processed.

Leading and managing:

• Lead, manage, and develop the Operations team members in Durban, ensuring a high level of performance and engagement through mentoring, support, and on-the-job exposure.
• Oversee team responsibilities across procurement, vendor management, office supply allocations and front office, together with all other regular and ad hoc activities needed to effectively operate the DUR office.
• Establish clear goals and performance indicators for the Operations team, regularly providing mentoring, feedback, and development opportunities.
• Foster a collaborative and inclusive work environment where team members feel empowered to contribute to business outcomes.

Budgeting and resource allocation:

• Track and monitor the expense budget for the office on an ongoing basis.
• Ensure that all the costs relating to ongoing facilities and new builds / projects are recorded and in line with the budgets.
• Develop and implement cost-saving measures for office.
• Overseeing office space, equipment and supplies allocations.
• Develop and implement necessary controls to ensure safekeeping of the firms assets and monitor the offices stock inventory.

Stakeholder engagement:

• Act as a point of contact for internal teams and external stakeholders i.e Executives, Practitioners, Support staff, Suppliers, Contractors, and Landlord
• Proactively engage with and provide operational support to other team leaders/members whenever necessary.
• Ensure effective communication between the different teams and practice areas.
• Lead and actively engage in negotiations with suppliers/vendors.

Policies and procedures:

• Ensure that the team are aware and understands the policies and what is to be achieved.
• Ensure uniformity and consistency in decision-making and operational procedures.
• Assist with rollout of new or updated policies and provide input into the process
• Evaluate existing systems, policies, and processes in order to question and improve efficiencies and the effectiveness of the team.

Qualification and experience

• Preference for a bachelors degree in business administration, Operations Management, or related field.
• At least 10 years within a professional environment.
• Minimum of 5 years' experience managing and leading a team.
• Knowledge and experience in managing budgets and a solid understanding of financial disciplines.
• Fundamental understanding of how professional services firms operate.
• Exceptional computer literacy in MS Office.
• Experience in working with workspace management systems i.e Cloud Booking

Personal attributes

• A hands-on approach
• Strong attention to detail
• Analytical ability
• Proactivity and initiative
• Emotionally resilient
• Problem-solving ability
• High level of interpersonal skills and the ability to interact at all levels
• High levels of tact and discretion to deal with sensitive and often confidential situations/matters

This position often has to deal with difficult judgment calls, last-minute changes, unreasonable deadlines, frustrated clients, and extremely high levels of ongoing pressure and long hours.

It is also essential that the successful incumbent is able to be flexible, understands urgency, knows when to escalate problems, is willing to communicate with the Head of Operations and/or COO (e.g. knowing when to seek guidance and when to check if something does not turn out as planned/takes longer than anticipated); and is willing to give ongoing and regular feedback to clients with regards to status and decisions taken relating to all activities, tasks and projects.

ENS is committed to transformation and achieving equity in its workplaces. Preference will therefore be given to suitably qualified and skilled EE candidates. The closing date for all applications is close of business on 06 June 2025.