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Director, Performance Improvement & Operations Support, Europe - Corp Windsor, IHG Hotel and Resorts Headquarters

About Us IHG® Hotels & Resorts has more than 6,300+ leased, managed or owned hotels and over 1,900 more in development. You’ll find us in more than 100 countries. Our 19 brands help guests create amazing memories with the help of an incredible team. Approximately 345,000 people work across IHG’s hotels and corporate offices globally. Opportunities of all kinds are born at IHG.

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                Your Day to Day 

With spectacular growth in our region - which includes a newly revamped rewards program and new brands in market - and an even bigger ambition, there couldn’t be a better time to join the IHG family.

We currently have an outstanding opportunity for a well established and highly motivated individual to join our team as Director, Performance Improvement & Operations Support (PIOS) for our Europe region. The role will be based out of Windsor head office and will report into our Head of PIOS also based in Windsor. The core purpose of the role is to 

- Partner with the Business Unit (BU) and Divisional MDs to elevate and strengthen BU Performance and Operations Support Plans in market. 
- Consolidate all operations development and support in one area, collaborates across multiple functions (global, regional and local stakeholders) to design and lead implementation of BU Operations Support plans. 
- Identify areas for improvement, developing strategies to optimize operational performance and delivery of hotel metrics, leads operational readiness activity, aligning resources and problem solving to drive measurable results. 
- Collaborate with cross functional teams / share best practice to streamline tools, processes and systems, improve productivity and achieve organizational goals. 

                What we need from you

To be successful in this role the following skills and attributes are highly desirable 

- Bachelor's degree in Business Administration, Operations Management, or a related field. MBA preferred.
- Minimum of 8 years of experience in operations management, performance improvement, or related roles, with at least 3 years in a leadership position. Experience of working in branded service delivery across international markets and diverse cultural environments required. Proficient English speaker with a second language preferred.   
- Proficiency in performance analysis tools and methodologies (e.g., Lean Six Sigma, Kaizen).
- Ability to develop a strategic plan which identifies key strategic issues and informs annual tactics
- Strong project / change management skills with experience in leading diverse cross-functional teams.
- Excellent data analysis and interpretation abilities – proven ability to turn data to insight which will inform action (and measures of success)
- Strong financial / commercial acumen; proven date driven decision making 
- Familiarity with change management principles and techniques, ability to prioritise workload and resource allocation, managing stakeholder expectations 
- Knowledge of quality management systems , CX management disciplines and best practices.
- Passionate about guest and colleague experience – design/implementation of service programmes

Additionally values and behaviors that align with IHG 

- Excellent communication and interpersonal skills – executive level presentations, public speaking and group facilitation expertise.
- Strong leadership and team-building capabilities – ‘we win as a team’
- Ability to influence stakeholders at all levels of the organization, adept at conflict resolution.
- Strategic thinking and creative problem-solving abilities – ‘can do attitude’ 
- Adaptability and resilience in managing change initiatives – resilient and self aware
- Language skills and cultural awareness essential for multi-country communications
- Passionate about self-development and encouragement of others – has a live and active Personal Development Plan

                What we offer 

In return, we'll give you a competitive benefits package including salary, bonus, health fund and discounted accommodation worldwide and the opportunity to progress your career with IHG.  

At IHG we offer opportunities of flexible and hybrid working arrangements. Additionally, we value diversity, equity, inclusion, and wellness for our colleagues which is represented by our suite of industry leading benefits. 

Are you looking for a role to deliver true hospitality for good?  At IHG Hotels and Resorts we have fantastic career opportunities across a number of brands, from luxury and lifestyle to essentials. We're committed to do the right thing for our colleagues.  Our inclusive culture enables everyone to belong, and have the opportunity to grow with us with opportunities for career progression. To find out more about us or any other jobs with IHG please go to  

IHG is an equal opportunity employer.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

We need people like you to make a difference and create exceptional experiences every single day. Don’t just join a growing team of 370,000 colleagues across 100 countries. Let your passion shine. Innovate and collaborate around the world. Embrace your ambition.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

Apply Here

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