General Manager: Operations Performance - Bryanston

HotelJobs; Randburg; On-site; ZAR 1,200,000 - 1,700,000; Full time

Job summary

Sport & Adventure Travel Company in Bryanston is seeking an experienced General Manager: Operations Performance to define KPI governance, own the systems landscape and deliver reliable performance insights across three brands.

You will lead a cross-functional team, drive efficiency through standardisation, and partner with executive leadership on strategy, pricing, client delivery and reporting.

Responsibilities

• Define and monitor the KPI framework across divisions.
• Own and improve the reporting systems that give a single view of performance.
• Drive efficiency via process standardisation and continuous improvement across brands.
• Develop operational capability through targeted training and development.
• Define service delivery standards and ensure consistent client communication.

Job description

Sport & Adventure Travel Company based in Bryanston is looking for an experienced General Manager: Operations Performance.

The role:

• Define and enforce operational KPIs and standards across divisions
• Share accountability for on-time, accurate delivery across all three brands, in partnership with the GM Operations Management role.
• Own the systems and reporting infrastructure that gives the division a single, reliable view of operational performance.
• Drive operational efficiency through process improvement and standardisation across all three brands.
• Build operational capability across the division through training and development.

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 divisions.
• 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 divisions.
• 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 divisions, 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 divisions.
• 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 of the 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.