Head of Operations
Head of Operations
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Job Description
Industry: Travels/Aviation
Job Purpose:
The Head of Operations plays a pivotal role in overseeing the business daily functions including reservations ticketing travel coordination and topnotch customer service. This position requires the development of protocols and safety standards employing effective financial people and resource management strategies to ensure seamless operations. The head of Operations is also responsible for supervising Branch Managers’ performances ensuring 100% actualisation of set targets and eliminating any form of wastage (ADM).
Job Responsibilities
Revise Workplace Technology Approaches (Productivity Improvement and Innovation): Develop and implement innovative workplace technology strategies to enhance productivity aiming for a 15% improvement in operational efficiency.
Drive Corporate Governance Measures: Ensure adherence to corporate governance standards aiming for a 10% reduction in compliance related issues
Maintain Service Quality (Service Benchmark Requirements): Ensure compliance with service benchmark requirements with a goal of maintaining a 95% service quality rating
Establish Travel Operations Processes: Develop and implement travel operations processes aligned with organizational strategies targeting a 20% improvement in process efficiency
Budget Leadership: Lead the department's budgeting process to secure funds for operational activities aiming for a 10% reduction in unnecessary expenditures
Enhance Customer Service Experience: Spearhead initiatives to improve the overall customer service experience with a target of achieving a 15% increase in customer satisfaction
Vendor Relationship Management: Resolve escalated contractual issues with existing vendors and oversee contractual resolutions aiming for a 20% reduction in vendorrelated conflicts
Technology Application for Productivity and Innovation: Lead the integration of technology applications to enhance productivity and foster innovation with a goal of achieving a 25% improvement in overall operational efficiency
Recruitment and Retention: Manage recruitment and retention efforts within the department aiming for a 10% increase in employee retention
Professional Development: Oversee the professional and career development of departmental staff with a goal of achieving a 15% increase in employee skill proficiency
Budget Oversight: Monitor departmental budget utilization against established work plans aiming for a 5% reduction in budget variances
Stakeholder Feedback: Provide feedback to internal stakeholders on product and service offerings aiming for a 20% increase in positive stakeholder feedback
Operational Feedback and Improvements: Review feedback for operational enhancements and contribute to product development targeting a 10% improvement in operational efficiency
Vendor Performance Review: Evaluate the performance of existing vendors providing insights for contract renewals aiming for a 15% improvement in vendor performance
Regulatory Compliance and Safety: Review regulatory compliance requirements including visa and immunization for tour operations with a goal of maintaining a 98% compliance rate
Supervise Branch Manager Performances: Ensure 100% actualisation of set targets and eliminate any form of wastage (ADM) by closely supervising Branch Managers performances
Qualification & Expereince
- Minimum of a Bachelor’s degree in Business Management or in any closely related field
- Minimum of 710 years of relevant industry experience
Skills & Knowledge
- Good decisionmaking ability/skill.
- Good analytical skills are required for tackling problems that may come up on a daily basis
- Good communication skills are also of great importance for this role in a bid to pass messages/information across all frontiers to ensure quality delivery in the company
- Ability to work as part of a team and be able to achieve required results
- Excellent leadership and human resources management skill and ability to motivate employees
- Time management skill is also necessary in order to be able to beat deadlines and display efficiency
- Ability to assist with the development of staff in order to maximize job satisfaction and performance
- Competent IT Skills
Employment Type
Full Time
