Job Description

About the Role

Reporting directly to the Regional Managing Director, the Head of Operations/ Operations Director leads all Hong Kong operations, overseeing both front-of-house and back-of-house functions. Responsible for driving commercial performance, operational excellence, customer satisfaction, people development, and profitability through effective outlet management, QSC standards, budgeting, and team leadership, while strengthening the SSP brand and supporting long-term business growth.

Responsibilities

• Lead and develop high-performing teams across Hong Kong operations, driving talent development, workforce planning, succession planning, employee engagement, and retention in partnership with the People team.
• Maintain full accountability for business performance, including sales growth, P&L, budgeting, labour productivity, payroll, cost control, inventory management, and delivery of financial targets.
• Drive operational excellence across all brands and locations, ensuring consistent execution of operating standards, customer service, compliance requirements, and company policies.
• Partner with the Business Development team to evaluate new growth opportunities, support tender submissions, and provide operational expertise for new concessions, brands, and strategic initiatives.
• Oversee new store and lounge openings, ensuring operational readiness, team capability, brand standards implementation, and successful launch execution.
• Foster a strong culture of safety, quality, and compliance by upholding workplace health & safety, food safety, risk management, and regulatory requirements.
• Build and maintain strong relationships with airport authorities, landlords, franchisors, and key stakeholders to support business growth and strengthen SSP's market presence.

Qualifications

• 5+ years of experience in a senior operations leadership role within hospitality, F&B, retail, or a similar multi-site environment.
• Proven track record leading multi-site operations across 15-20+ locations and a diverse portfolio of brands, with full accountability for commercial performance, operational excellence, and profitability.
• Strong leadership experience with the ability to inspire, develop, and engage high-performing teams.
• Solid understanding of P&L management, budgeting, labour optimization, cost control, and business improvement initiatives.
• Experience driving operational excellence, service standards, compliance, food safety, and workplace health & safety.
• Strong stakeholder management skills, with the ability to influence and build relationships at all levels, including executive leadership and external partners.
• Demonstrated success in driving business growth, performance improvement, and operational transformation.
• Relevant degree in Business, Hospitality Management, or a related discipline is preferred.
• A customer-focused, hands-on leader with a growth mindset, strong accountability, and a passion for developing people and fostering a positive culture.

SSP are proud to be an equal-opportunity employer that seek to recruit and retain the most talented individuals from a variety of backgrounds, skills and perspectives.

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