General Manager: Operations Performance

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 elevate 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

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