General Manager: Operations Performance - Bryanston

Sport & Adventure Travel Company based in Bryanston is looking for an experienced General Manager: Operations Performance.

The role:

Define and enforce operational KP

Is and standards across divisions

Share accountability for on-time, accurate delivery across all three brands, in partnership with the GM Operations Management role.

Own the systems and reporting infrastructure that gives the division a single, reliable view of operational performance.

Drive operational efficiency through process improvement and standardisation across all three brands.

Build operational capability across the division through training and development.

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 divisions.

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 divisions.

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 divisions, 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 divisions.

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 of the 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 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

Experience in Tour Operations

A formal qualification

At least 8+ years senior management experience within a travel and touring company

Proven experience in setting up new operations procedures and systems preferably in the events services

Experience in identifying and implementing training requirements

Experience in setting up new processes on a global scale

Able to achieve profit margins as directedan eye for detail

A positive, flexible and organised approach to tasks

Able to maintain consistent high levels of accuracy in all that you do

Able to manage client expectations

Able to multitask whilst effectively prioritising

A positive, flexible and organised approach to tasks is always required