Business Operations Manager at RS Hunter

Established in 2008 with a clear vision “to be the preferred HR Business Partner”, our team has expertise in relevant areas which drives our approach to offer our clients value in developing their human resources and change management initiatives.

At RS Hunter, we believe our clients have the resources, what we do is to galvanize, advice, and partner with our clients to understand the peculiarities of their businesses and then offer the best HR solutions and strategies that work. Our objective is to focus on creating an overall people driven value through training, expert HR advisory services and value enhancement to our clients in small business medium sector range while providing support to larger organizations in the areas of recruitment and executive selection

 

Job Title: Business Operations Manager

Job Description

  • Lead and develop team leaders or travel consultants in delivering travel agency operational services at agreed service levels consistent with company standards while optimizing performance
  • Proactively identify and implement solutions to constantly improve service levels and performance
  • Oversee the company’s local Call Management System to improve operations efficiency and optimize client service delivery
  • Guide, rectify and lead the team to perform world class travel solutions
  • Handle the complete operations of the business including business development and revenue management
  • Provide management and motivation to the operations team.
  • Ensure a high level of cooperation/communication between teams, among the operations functions and with all functions in the organization. (e.g account management, finance, sales and IT)
  • Lead, coach, mentor and empower direct reports to meet the operational goals
  • Manage, motivate and provide direction to direct reports to achieve agreed targets
  • Maximize team productivity through ongoing reporting, feedback and counseling
  • Goal setting, review and appraisal process of team leaders
  • Constantly drive direct reports to achieve their personal and team KPI’s
  • Monitor and provide feedback on a daily and weekly basis
  • Complete monthly individual reviews with direct reports and frontline travel consultants covering their KPI’s and defining resulting action items and/or personal development plans
  • Provide performance counseling where necessary, both reactively to improve performance and proactively to foster professional development
  • Monitor and report on all issues pertaining to the operation, escalating and closing off all risks
  • Assist in the development of operational policies and procedures
  • Manage Client Service Levels
  • Provide the highest levels of service delivery to clients and stakeholders
  • Manage daily service levels across all communications channels
  • Ensure in coordination with account management, that all team members are aware of client travel policy and service level requirements and participate in client meetings when required
  • Ensure all transactions are charged and that open transactions are investigated and processed in a timely manner
  • Create a Customer First culture and manage culture Change
  • Provide and maintain a safe working environment, equipment and systems of work (Health & Safety)
  • BSP monitoring, management and reconciliation
  • Ticketing credit control ascertaining, monitoring and management
  • ‎Management of ticketing staff
  • Training scheduling for ticketing staff
  • GDS relationship management

 

Experience

4 -5 years, with at least 2 years managerial experience.

A good hands-on knowledge of the following and relevant industry experience will be an added advantage;

  • BSP – Billings and settlement platform
  • IATA reconciliation
  • Ticketing Processes
  • Operational trainings
  • Global Distribution System (GDS) management

 

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