General Manager: Operations Performance

Craven Cottage CC; Randburg; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Craven Cottage CC is seeking a senior Operations Leader to design and drive an integrated performance strategy across three brands. You will set KPIs, governance, and system roadmaps, coordinating with executives to align operations, sales and marketing objectives.

The role requires experience in tour operations, process design and global-scale implementation, with a focus on efficiency, cost control and data integrity across divisions.

Qualifications

• Matric/Grade 12 is required.
• A formal qualification relevant to the role is essential.
• Experience in Tour Operations is required.
• Experience in setting up new operations procedures and systems is required.
• Experience in identifying training requirements is preferred.
• Experience in establishing processes on a global scale is advantageous.

Responsibilities

• Develop, implement and monitor an operational performance strategy, KPI framework, systems roadmap and efficiency agenda.
• Identify opportunities to increase efficiency and reduce costs across brands.
• Collaborate with executives to shape KPI, systems and efficiency agendas for the division.
• Coordinate with operations, sales and marketing to align core business strategy and initiatives.
• Define, monitor and maintain service standards, pricing, and product standards across brands.
• Own and maintain the systems landscape and documentation, ensuring data integrity across the division.

Education

Matric/Grade 12

Formal qualification

Job description

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