FIT Operations Manager

FIT Operations Manager - Tailor-Made Travel (Tourism)

Location: Cape Town, South Africa

Hybrid: no

Reports to: Director

Are you passionate about travel and creating unforgettable experiences? For our
Head Office in Cape Town
, We are looking for a dynamic and driven
FIT Operations Manager
to join our passionate team and guide our talented team of Destination Experts. If you have a love for travel, are driven by delivering top-tier customer service, have proven leadership experience, thrive in a fast-paced environment, and hold a successful Management record in the Tourism Industry, we want to hear from you Lead a team of skilled Travel Experts, drive Sales Growth, and contribute to creating unforgettable travel experiences for our clients.

As the
FIT Operations Manager
you will report directly to the
Managing Director,
with responsibilities that include, but are not limited to:

Key Responsibilities

• Daily Operational Management of the FIT Leisure Sales division South Africa and liaison with the Team Leaders of the FIT Tailor-made team, the TRE(E) team, the Travel Success staff, and Terra Nova's Travel Concierge
• People management including performance and discipline.
• Ensuring the Sales Teams achieve their individual and departmental targets and division maintains profitability.
• Ensure that all confirmed bookings are closed with targeted profit margins.
• Ensure operational tasks throughout the enquiry, booking, confirmation, and travel process adhere to the company's procedures and deadlines and Agent Service Level Agreements. This includes, but is not limited to, meeting proposal turnaround times, confirming bookings to clients, processing supplier and client payments, and dispatching travel documents.
• Set and track division KPIs (per team and staff) on turnaround times, error rate, on-time voucher delivery, Quality of work, rework %, NPS etc.
• Address any operational workflow issues inter- and interdepartmentally and with clients and team/s with Operations Support to prevent issues from reoccurring.
• Contracting handover to ops; enforce supplier, rate/terms and stop-sell directives
• Pre-departure and on the ground QC checks (Travel docs, Incident Management).
• Track ops loss drivers and implement countermeasures.
• Driver of Customer Experience within the Teams
• Post-trip feedback loops; drive service recovery and continuous improvement.
• Manage Compliance & Sustainability
• Together with Sales & Marketing Manager, client liaison as required, including handling VIP+ requests and ensuring top agents are receiving the attention they deserve.
• Assisting Team Leaders with complaints.
• In conjunction with Leisure Sales Administrator, monitor incoming agent payments and ensure timely receipt. Tracking outstanding Supplier Credits / Credit Notes and ensuring information is available to the Accounts department.
• Join interviews for Consultant and Administrative positions for Leisure Sales and support the Recruiting and Onboarding process.
• Monitor the departments', staff' and agents' performances and addresses any issues and derivations with the Team Leaders.
• Emergency Phone duty

Requirements

• Diploma or degree in Tourism, Hotel Management or Events Management.
• Minimum of 5 years of Sales and/or Operational experience within the Tourism industry, particularly within Southern Africa. Eastern Africa of advantage.
• Strong Leadership Skills with the ability to motivate and guide a driven team.
• Proven track record of achieving and exceeding Sales Targets.
• In-depth knowledge of Southern African tourism destinations. Eastern Africa an advantage.
• Sales-driven with a passion for delivering exceptional customer service.
• In-depth knowledge of TourPlan and WETU systems.
• German Speaking an advantage (read, write and converse).
• A customer-focused approach with the ability to handle pressure and tight deadlines.
• A proactive, problem-solving attitude and ability to work extended hours when necessary to meet the demands and high pressure of the Travel Industry (including weekends and holidays).
• Excellent communication and organizational skills, with an ability to manage multiple tasks efficiently.
• Excellent interpersonal skills, with an ability to establish and maintain effective working relationships with clients, suppliers, team members and colleagues.
• Strong commitment to staying informed on industry trends, market conditions, and competitor activities.
• Comfortable with technology and systems; proficient in Microsoft Office and proven track record in use thereof.

Benefits

• Competitive salary with performance-based incentives.
• Opportunities for Career Growth and Development.
• Travel perks and discounts.
• A dynamic and supportive work environment.

How to Apply

Please send your application detailing your relevant experience along with your earliest Start Date and Salary Expectations to - by 24 October 2025

Why join Terra Nova Tours

·    
Be part of a dynamic team in a fast-growing company

·    
Room to grow – we support your professional development

·    
Bonus scheme, Travel perks and the chance to explore beautiful destinations

·    
Creative freedom – bring your ideas to life

·    
Real impact – shape the brand and help people create memories that last a lifetime

At Terra Nova Tours, we blend the best of both worlds: the professionalism and systems of a corporate, with the heart and flexibility of a close-knit team. We operate with a flat company structure, which means fewer layers, open communication, and faster decision-making. If you have a great idea, you won't need to climb a corporate ladder to be heard — we encourage everyone to speak up, take the initiative, and make real impact.

While we have the tools, technology, and processes that rival those of large organizations, we're proudly small enough to truly care — about our team, their wellbeing, and their individual growth. We believe every person brings something valuable to the table, and we're committed to helping each team member learn, evolve, and thrive in their own career journey.

You won't be a number here. You'll be part of something meaningful, where your voice matters and your contribution counts — every single day.

Come build something special with us