FIT Operations Manager (Tailor-Made Travel)

FIT Operations Manager - Tailor-Made Travel

Location : Cape Town, South Africa

Start Date : Immediately

Hybrid : No

Are you passionate about travel and creating unforgettable experiences? For our Head Office in Cape Town , we are looking for a dynamic and driven FIT Operations Manager to join our passionate team and guide our talented team of Destination Experts. If you have a love for travel, are driven by delivering top-tier customer service, have proven leadership experience, thrive in a fast-paced environment, and hold a successful Management record in the Tourism Industry, we want to hear from you! Lead a team of skilled Travel Experts, drive Sales Growth, and contribute to creating unforgettable travel experiences for our clients.

As the FIT Operations Manager, you will report directly to the Managing Director, with responsibilities that include, but are not limited to :

Key Responsibilities

• Daily Operational Management of the FIT Leisure Sales division in South Africa and liaison with the Team Leaders of the FIT Tailor-made team, the TRE(E) team, the Travel Success staff, and Terra Nova’s Travel Concierge
• People management, including performance and discipline.
• Ensuring the Sales Teams achieve their individual and departmental targets and the division maintains profitability.
• Ensure that all confirmed bookings are closed with targeted profit margins.
• Ensure operational tasks throughout the enquiry, booking, confirmation, and travel process adhere to the company’s procedures and deadlines and Agent Service Level Agreements. This includes, but is not limited to, meeting proposal turnaround times, confirming bookings to clients, processing supplier and client payments, and dispatching travel documents.
• Set and track division KPIs (per team and staff) on turnaround times, error rate, on-time voucher delivery, Quality of work, rework %, NPS, etc.
• Address any operational workflow issues inter- and interdepartmentally and with clients and team / s with Operations Support to prevent issues from recurring.
• Contracting handover to ops; enforce supplier, rate / terms and stop-sell directives
• Pre-departure and on the ground QC checks (Travel docs, Incident Management).
• Track ops loss drivers and implement countermeasures.
• Driver of Customer Experience within the Teams
• Post-trip feedback loops; drive service recovery and continuous improvement.
• Manage Compliance & Sustainability
• Together with the Sales & Marketing Manager, client liaison as required, including handling VIP+ requests and ensuring top agents are receiving the attention they deserve.
• Assisting Team Leaders with complaints.
• In conjunction with the Leisure Sales Administrator, monitor incoming agent payments and ensure timely receipt. Tracking outstanding Supplier Credits / Credit Notes and ensuring information is available to the Accounts department.
• Join interviews for Consultant and Administrative positions for Leisure Sales and support the Recruiting and Onboarding process.
• Monitor the departments’, staff, and agents’ performances and address any issues and deviations with the Team Leaders.
• Emergency Phone duty

Requirements

How to Apply

Please send your application detailing your relevant experience along with your earliest Start Date and Salary Expectations to

Why Join Terra Nova Tours

At Terra Nova Tours, we blend the best of both worlds : the professionalism and systems of a corporate, with the heart and flexibility of a close-knit team. We operate with a flat company structure, which means fewer layers, open communication, and faster decision-making. If you have a great idea, you won’t need to climb a corporate ladder to be heard – we encourage everyone to speak up, take the initiative, and make real impact.

While we have the tools, technology, and processes that rival those of large organisations, we’re proudly small enough to truly care — about our team, their wellbeing, and their individual growth. We believe every person brings something valuable to the table, and we’re committed to helping each team member learn, evolve, and thrive in their own career journey.

You won’t be a number here. You’ll be part of something meaningful, where your voice matters and your contribution counts — every single day.

Come build something special with us!

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