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Job Summary
Duties:Strategy:
Develop, implement and monitor a focused and effective operational performance strategy, KPI framework, systems roadmap and efficiency agenda that meets and exceeds stated targets.
Identify and communicate areas of opportunity to increase efficiency and reduce cost across the brands
Participate in strategic planning together with the Managing Executive to shape the KPI, systems and efficiency agenda for the division.
Work closely with GM Operations Management, Sales and Marketing to ensure alignment of core business strategy; executing on key initiatives and providing specialist expertise in systems, KPI governance and process design.
Keep abreast of changes in industry practice, systems, automation, benchmarking and adjust goals accordingly.
Identify synergies between brands and environments to maximise opportunities and communicate efficiently.
Align KPI, systems and efficiency practice with the broader group where relevant.
Client Relationships:
Define and monitor the service delivery standard that ensures client expectations are met, driven consistently across brands.
Set and monitor pricing and product standards so clients are offered the best available price and product across all three brands.
Establish and maintain strong working relationships with operations and delivery staff across all three brands, to enable consistent enforcement of standards.
Set and monitor communication standards so staff and clients receive effective, timely communication at all times.
Set and audit accuracy and turnaround standards for correspondence, documentation, costings, proposals and presentations across the division.
Define, set and measure minimum service standards across brands.
Monitor follow-up cadence with clients and leads, and escalate where standards.
Technical Skills:
Own and maintain the operational systems landscape (Tourplan, Zoho and reporting tools) across brands, including system configuration and correct use.
Define and monitor turnaround-time standards against Sport and Leisure policy and client specification across all three brands.
Own and maintain operational policies and procedures documentation, keeping them current and accessible across the division.
Define and audit costing and quotation standards and templates used to package product across all three brands.
Own and maintain the documentation management framework for all projects, itinerary planning, product contracting, vouchers, rooming lists, filing and reconciliation and audit compliance across the division.
Ensure reporting is accurate, timely and consistent across brands.
Identify and implement system improvements or new tools to support operational delivery.
Maintain data integrity across systems.
Administration:
Full understanding and follow-through of all divisional procedures and policies.
Submit timeous reports as requested and adhere to deadlines
Maintain complete confidentiality with all company intellectual capital
Ensure all costings are accurate, inclusive and offer our clients the best value proposition
Attend Weekly meetings with Management team of Sports and Leisure and provide status updates of Operations environment.
Management Operations Team:
Monitor and assigning of staff workload as deemed necessary
Monitoring staff productivity and accuracy
Monitor quality and quantity of productivity
Scheduling and allocation of resources across entire division
Measure input and output of productivity
Manage expenses and training needs
Effectively communicate and implement best practice policies and procedures.
Devise and implement systems to improve on service levels and team productivity
Manage disciplinary issues where applicable
Motivate the Operations team through leadership interventions
Financial Reporting:
Weekly and monthly financial reports as defined
Evaluate the region’s P&L and address overspend if necessary
Measure profitability on a monthly basis
Track turnover/Margin according to budget
Monthly activity report
Weekly productivity report
Manage payments relating to Debtors and Creditors where required
Analyse and interpret financial reports provided and react where required to ensure efficient and productive running of operations environment
Assist Managing Director with Quarterly review reports
Teamwork:
Build and maintain good relationships within all teams within the division.
Coaching, motivating, developing and mentoring and managing the team leaders and guidance with their teams.
Performance Management through leadership team.
Build relationships and support all business units within the group
Pro-actively get involved whenever and wherever needed
Assist in areas of expertise.
Flexibility to assist colleagues out of normal office hours, when and if required.
Supplier Relationships:
Commitment to and building relationships with the groups preferred partners.
Ensure that the best rates are always negotiated and secured.
Understanding supplier products.
Establishing best product.
Personal development on destinations and products.
Actively source new products and creative ideas
Negotiate specific requirements relating to clients or departmental needs (Special Rates/Service levels).
Learning & Development:
Continuously develop product knowledge, attend industry events, seminars, conferences, and participate in supplier workshops, educationals and trade shows relevant to sports industry.
Keep abreast of industry trends and new products
Attend exhibitions, trade shows where necessary and relevant.
Requirements:
Matric/Grade 12
A formal qualification essential
Experience in Tour Operations
Proven experience in setting up new operations procedures and systems preferably in events travel services
Experience in identifying and implementing training requirements
Experience in setting up new processes on a global scale
Craven Cottage CC
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