Operations Manager

Role Overview:

We are looking for a dynamic, administratively proficient individual who thrives in a privately/family-owned, process-driven business. With 26 years of leadership in the South African Travel Industry, we remain the Market Leader in the Independent Travel Company field. We seek a forward-thinking Operations Manager to enhance operational efficiency, support individual travel companies, and drive technological innovation while maintaining strong customer relationships.

Key Responsibilities:

• Oversee daily operations with strong focus on Management of NDC to ensure seamless support for Independent Travel Companies.
• Develop and maintain strong relationships with clients, suppliers, and stakeholders to enhance customer satisfaction.
• Identify and implement process improvements to streamline workflows and increase operational efficiency with focus on NDC Management and Supplier Management.
• Introduce and manage technology solutions, including understanding NDC aggregators and consolidating workflows, to automate administrative tasks and improve service delivery.
• Monitor and analyze key performance indicators (KPIs) to ensure operational excellence.
• Provide leadership and guidance to the operations team, ensuring high performance and accountability.
• Ensure compliance with industry regulations and company policies.
• Collaborate with the Managing Director to enhance and promote the company to potential Independent Travel Companies and management of the operational advertising portfolio.
• Oversee the Marketing requirements with Media Companies and managing the marketing material including newsletters, social media, resource centre, website and other forms.
• Manage supplier contracts in conjunction with Managing Director with a strong focus on Fares and Impact on Supplier Management.
• Management of ASATA relationship and communication of all ASATA offerings to the group.
• Handle escalated customer service issues with a problem-solving and customer-first approach.

Key Skills & Attributes:

• Strong background in travel operations within a Travel Management Company environment
• Excellent customer relationship management skills.
• Ability to think outside the box and implement creative solutions.
• Proficiency in using travel and business management software.
• Understanding of NDC aggregators and experience in consolidating workflows to improve efficiencies.
• Strong administrative and organizational skills with great attention to detail.
• Experience in process improvement and change management.
• Strong problem-solving skills with a proactive and strategic mindset.
• Ability to multitask and prioritize in a fast-paced environment.
• Excellent communication and negotiation skills.

Qualifications & Experience:

• Proven experience in Travel Operations working on the GDS (Amadeus and Travelport preferably) for a minimum of 5 years
• Strong understanding of Fares and Ticketing within a Travel Management Company and / or Airline Environment
• Understanding of NDC Operations with experience in a Travel Management Company for a minimum of 6 months.
• Familiarity with travel booking systems and CRM platforms.
• Experience in implementing new technologies to enhance operational processes.
• Strong knowledge of industry regulations and compliance requirements.

What We Offer:

• A dynamic and supportive work environment.
• Opportunities to innovate and shape the future of our business.
• Competitive salary and benefits package.
• Career development and training opportunities.