Travel Operations Manager

4 months ago

Sandton, South Africa Discovery Ltd. Full time

**Business Unit**:Discovery Bank**Function**:Client Service**Date**:19 Aug 2024

**About Discovery**

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

**About Discovery Bank**
- Discovery Bank is a bank like no other - a shared-value bank, designed with our clients in mind. We’re all about sharing the value that clients create when they manage their money well, back with them through exceptional interest rates and rewards. Our Vitality Money programme measures how well clients manage their finances, informs them of what it means to be financially healthy, and empowers them with the knowledge to get enhanced rewards for managing their money well. If you’re adaptable, a problem-solver, always questioning the way things are done, passionate about doing what is right, and obsessed with providing a quality service experience, we have a job for you where you can be your best in an environment that’s safe and nurturing.**Key Purpose**
- The Purple Travel Operations Manager is responsible for overseeing the daily operations of Purple travel, ensuring that the business runs smoothly, efficiently, managing risk, errors and ensuring profitably. Below is a job specification for this role.**Areas of responsibility may include but are not limited to.**

**Operational Management**:
Oversee the day-to-day operations of the Purple travel, including bookings, customer service, and administrative tasks.
-Ensure smooth operation of all travel bookings, including flights, accommodations, and car rentals.
-Implement and maintain standard operating procedures and policies
-Identify efficiency to enhance customer satisfaction
-Strive for automation as far as possible
-Recruitment
-Constant improvement to productivity and SOP efficiencies

**Team Management**:

- Manage, train, and develop a team of travel consultants
- Assign tasks and monitor the performance of team members to ensure high levels of productivity and customer service
- Conduct regular team meetings to review performance, address issues, and ensure alignment with business objectives
- Quality management ensuring that consultants meet the minimum quality standards, and that immediate feedback is provided on improvement opportunities
- Ensuring that consultants meet minimum key performance indicators
- Regular coaching and feedback sessions held with consultants
- Team 1 on 1’s monthly
- Ensure that daily staff meetings take place
- Performance Management and PDR reviews
- Training for teams relevant to their areas

**Reporting**:

- Ensure that all reports are accurate, on time, and consistently completed
- Report analysis and provide solutions to challenges
- Leave management and audit
- Monthly Manco report
- Productivity stats

**Customer Service**:

- Handle escalated customer service issues, ensuring timely and satisfactory resolution
- Monitor customer feedback and implement improvements to enhance customer experience
- Maintain and build relationships with key clients, ensuring their needs are met

**Relationship Management**:

- Build and maintain strong internal relationships key stakeholders within Discovery Bank and Vitality

**Service Level Management**:

- Monitor and maintain the required call centre service level objectives
- WhatsApp monitoring and ensuring a quick response to client queries

**Risk Management**:

- Ensure compliance with industry regulations and requirements
- Implement risk management strategies to safeguard the Purple travel operations
- Ensure mínimal consultant errors and ADM’s

**Technology and Systems**:

- Oversee the use of booking systems, customer relationship management (CRM) systems, and other technology tools
- Ensure data capture accuracy on CRM systems
- Full understanding of all systems and technology

**Technical Skills or Knowledge**:

- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Proficient in travel booking systems namely Amadeus
- Financial acumen and budgeting skills
- Strong problem-solving and decision-making abilities
- Ability to work under pressure and handle multiple tasks simultaneously
- Customer-focused approach
- Strategic thinking and planning
- Attention to detail
- Negotiation skills
- Excel, Power Point and presentations skills.
- Adaptability and flexibility.

**Education and Experience**:

- Matric
- Diploma in Business Administration, Travel & Tourism, Hospitality Management, or a related field
- Minimum of 6 years in the travel industry, with at least 2 years in a man

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