Operations Manager – Operational Support Services

Bomkazi Consulting; Durban; On-site; ZAR 700,000 - 1,000,000; Full time

Job summary

Bomkazi Consulting in Durban seeks an experienced operations leader to drive people development, service quality and process improvement. You will oversee multiple teams and ensure client satisfaction through strong governance, coaching and performance management.

The role requires a strong background in operational management, QA and client services, with proven leadership and strategy implementation within a tourism or related field.

Qualifications

• Minimum 8–10 years in an operational environment.
• Minimum 3–5 years management experience.
• Proven leadership experience managing multiple teams.
• Experience in operational management, quality assurance or client services.
• Experience developing and coaching employees.
• Experience managing service recovery and client complaint resolution.

Responsibilities

• People Leadership & Talent Development.
• Operational Leadership.
• Quality Assurance & Accuracy.
• Client Services Excellence & Complaint Resolution.
• Foundational Learning and Talent Pipeline.
• Technology, Systems & Innovation.
• Reporting And Performance Management.
• Business Improvement & Optimisation.

Skills

People leadership

Operational leadership

Quality assurance

Client services

Reporting & analytics

Education

Matric

Tourism/Hospitality/Business Mgmt qualification

Job description

DUTIES AND KEY RESPONSIBILITIES:

• People Leadership & Talent Development
• Operational Leadership
• Quality Assurance & Accuracy
• Client Services Excellence & Complaint Resolution
• Foundational Learning and Talent Pipeline
• Technology, Systems & Innovation
• Reporting And Performance Management
• Business Improvement & Optimisation

EDUCATION AND EXPERIENCE:

Qualifications

• Matric
• Relevant Tourism, Hospitality or Business Management qualification preferred.

Experience

• Minimum 8–10 years' experience within an operational environment
• Minimum 3- 5 years management experience
• Proven leadership experience managing multiple teams.
• Experience in operational management, quality assurance or client services.
• Previous experience developing and coaching employees.
• Experience managing service recovery and client complaint resolution.

Technical Knowledge

• Advanced understanding of inbound tour operations and reservations processes an advantage.
• Knowledge of Tourplan, Oasis, TripClip, Agent Zone and supplier systems an advantage.
• Strong understanding of operational controls, quality assurance and service management.
• Excellent analytical and reporting skills.