Operations Head- UAE

**Industry:** Audit & Compliance, Customer Experience, Mystery Shopping

Total Solutions Group (India) and Total Innovation Group (UAE) are leading providers of operational audits, mystery shopping services, customer experience assessments, and quality compliance evaluations for global organizations.

With expanding operations across the Middle East, we are seeking an experienced and dynamic Operations Head to lead and strengthen our regional audit operations.

We are looking for a strategic and result-oriented Operations Head based in Saudi Arabia or the UAE to oversee end-to-end mystery audit and operational execution across multiple regions.

The role involves managing large-scale audit operations, leading project and auditor teams, ensuring service excellence, maintaining client relationships, and driving operational efficiency.

The ideal candidate must possess strong leadership capabilities, prior experience in the Mystery Shopping industry, and working knowledge of the Arabic language.

· Lead and oversee overall mystery audit and customer experience operations across assigned regions.

· Develop operational strategies and ensure seamless execution of audit projects.

· Manage project managers, coordinators, auditors, and freelance teams to achieve operational targets.

· Ensure timely assignment, execution, review, and submission of audit reports.

· Maintain strong relationships with clients and act as a key escalation and communication point for stakeholders.

· Monitor operational KPIs, dashboards, timelines, and quality benchmarks.

· Ensure adherence to client guidelines, audit protocols, and quality standards.

· Drive process improvements and operational efficiencies across projects.

· Conduct regular operational reviews and performance monitoring of teams and auditors.

· Support business expansion, auditor onboarding, and operational scaling initiatives.

· Coordinate with internal departments for smooth project delivery and client servicing.

· Ensure compliance with organizational policies and reporting standards.

· Based in Saudi Arabia or UAE.

· Prior experience in the Mystery Shopping / Audit industry is mandatory.

· Arabic language proficiency is required.

· Strong leadership, communication, and stakeholder management skills.

· Excellent organizational, analytical, and problem-solving abilities.

· Proficiency in MS Office / Google Workspace and reporting tools.

· Ability to manage multi-location operations with strict timelines.

· Self-driven, proactive, and capable of working in a fast-paced environment.

To apply, please share your CV at shikha.choudhary@totalsolutions.in or WhatsApp at +971 58 538 6277/ +91 9810557348

Pay: AED7,500.00 - AED12,500.00 per month