OPERATIONS MANAGER

• Communicate operational standards, look for improvement of processes and oversee Supervisors, to ensure all reservations are responded to as per company SLA/policy.
• Identify and agree individual and team service targets and performance objectives for Op’s which will support & drive the business goals.
• Monitor and review all performance indicators, taking appropriate action when performance standards are not achieved.
• Establish & implement best operational working practices, policies, and processes, ensuring they are documented, monitored, reviewed and developed.
• Promote and maintain a customer first culture. Support departments where there needs to be an operational presence.
• Work closely with other Operational Managers to ensure that operational service standards are fully integrated with every other business function so that clients receive a seamless service.
• Monitor reservations, quality check, ensure all products are provided in our service offering.
• Monitor any alerts for disruptions to our clients & update all Operational staff immediately.
• Work closely with Account Managers to review & improve service standards.
• Establish key relationships, with key contacts from your location of accounts and build a rapport with customer/booker.
• Ensure Customer complaints are logged and follow up with Customer service team.
• You will need to support Supervisors and be able to service a client, for bookings and ticketing.
• You will need to give training/advice and support all new team members.

• Ensure that all resources are deployed effectively so that write offs are avoided & problem solve with no impact to our customers.
• Attend client meetings where applicable. Discuss enhancements/solutions with client directly.
• Adhere to all relevant policies, operating procedures, and standards at all times.
• Always work with due care and attention to ensure the personal safety of yourself and others.
• Attend staff meetings and training sessions as required.
• Carry out recruitment, appraisal, disciplinary and other interviews as required ensuring that they are properly documented.
• Ensure that people are kept up-to-date with any planned or recent changes; information; product knowledge etc.
• Monitor staff absence across the teams to ensure service is not unduly impacted.
• Carry out any other role or task that is commensurate with the spirit and purpose of this job description.

Experience

Essential:

• Business travel experience
• Leading/Managing a team

Desirable:

• Previous customer service experience in a management role.

Qualifications

Essential:

• BA 1 or Equivalent

Desirable:

• Galileo / BA 2 or equivalent

Skills / Knowledge

Essential:

• Effective telephone skills
• Verbal reasoning skills
• Analytical – able to interpret data
• Attention to Detail
• Excellent communication skills/verbal/written

Ability / Aptitude

Essential:

• Consistently accurate
• Able to work to strict deadlines
• Able to work as part of team.
• Ambassador for service excellence
• Strong team player
• Assertive – able to achieve respect of colleagues.
• Ability to lead by example

Special Requirements

Essential:

• Able to work between hours of 7.00am and 6pm.
• Able to attend out-of-hours training/presentations.
• Be able to deputise and make decisions in the absence of the Operations Director