Head of Operations

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 top-notch 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 vendor-related 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 7-10 years of relevant industry experience

Skills & Knowledge

• Good decision-making 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

At Workforce Group, we go beyond narrowly defined client issues, beyond conventional wisdom, beyond the expected, to create opportunities for our clients, candidates, colleagues, collaborators, and community. Through a network of diversified but highly complementary lines of businesses we have helped some of the most important and exciting organisations on the continent find the critical talent, access cutting edge advice and get innovative support they require to grow in a challenging market.
We support businesses and organisations of varying size, structure and maturity across diverse sectors such as Technology, Telecoms, Oil & Gas, Financial Services, Third Sector, FMCG etc. to enhance business performance, optimise for growth and achieve exceptional results.