Operations Manager (8136)

  • Permanent
  • Ref #8136JR
  • Posted 4 weeks ago
  • Johannesburg North, Gauteng, South Africa, Africa
  • Travel Agencies - Retail
Employer Description

Travel Agency based in Johannesburg North.

Job Description

The main objective of this role is to co-ordinate operational systems, procedures and policies across all aspects of the business that encompasses an On-line Self Booking Tool, a standard Travel Management Company along with a MICE department.  To work alongside the General Manager and assist in the overall running of the company in terms of managing staff and ensuring processes and procedures are adhered to.   This is achieved by monitoring and developing business operations, ensuring they are efficient and effective in their execution resulting in operational excellence and exceeding Client’s Service Level Agreements.

Evaluate and if necessary change the company’s operational procedures on a continual basis.  Ensure standardisation across all operations.  Develop and implement a strategy to enhance operational and human resource management when necessary.  Manage and Support team leaders in monitoring and achieving service excellence through increased productivity.  Ensure team leaders are actively managing their staff.  Manage recruitment, training and development, according to company policies and employment laws, and ensure relevant HR procedures are followed in conjunction with the companies HR department.  KPA Management.

Induct new employees on operational procedures.  Monitor and evaluate individual and team’s performance, specifically with regard to operational excellence.  Set and manage client service level agreements (SLA’s) to ensure customer service level agreements are met and exceeded.  Manage all necessary MIS reports required by clients.  Build and maintain a professional relationship and effective communication with all departments of the company and their clients.  Develop and implement quality management strategy and plans, including resource, systems, timescales, financials, to support, contribute to, and integrate within, the organisation’s annual business plan and long term strategy.

Establish and implement necessary communication strategy for the improvement and awareness of quality issues across all departments.  Checking that Corporate Clients profiles are accurately captured on travel profile system.  Implement and monitor standardised procedures for use of Cost Centres, Order Numbers, Saving Codes and Soft Keys to achieve consistently accurate client reports.  Report as necessary on applicable industry changes and ensure implementation thereof.  Remain flexible to the wider business needs of the company by rendering assistance for ad hoc projects and duties as required.  Ensure a positive image of the company is maintained at all times.




Matric Certificate i.e. Grade 12 Certificate.


Minimum of 3 years’ experience in an Operations Management role in a Travel Management Company.  Experience in Operations Management in an On-line agency is an advantage. Business development acumen.  Discretion and awareness of confidentiality.  Capability to delegate, motivate and work in a team.  The ability to self-manage and self-motivate.  Travel consulting experience an advantage in the retail sector.  GDS proficient – preferably Galileo.  Quicktrav proficient.  A clear understanding of the full BSP function.  Fully proficient in Microsoft Office including, Word, Excel and PowerPoint. Presentation skills.  Ability to inspire confidence and develop a rapport with staff and clients.  Ability to excel under pressure.  Outgoing and approachable with excellent customer service and inter-personal skills.  Mature attitude.  Excellent organisational skills and ability to prioritise.  Analytical problem solver.  An excellent command of written and spoken English.  Tender/RFP experience an advantage.  Own car and valid driver’s licence are essential.  Must be able to travel locally.

Salary / Package

Negotiable depending on experience.


Medical aid, provident fund .

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