Travelinfo

Job Description

PURPOSE OF POSITION
The role is a key member of the senior leadership (SLT) team and a Rennies BCD Travel (RBCDT) exco member leading the MICE and Leisure division, reporting to the Chief Executive Officer (CEO). The leader is required to operate on an integrative basis with BidTravel Exco members, RBCDT Exco, management, employees, Rennies BCD Travel clients as well as travel partners and technology partners. The goal of the position is to effectively Influence the strategy & business plans of the organisation and understanding the clients/supplier’s agenda within the requisite allocation of realm. Leads the implementation of the strategy and have the ability to translate the strategy to all staff. Contributes to the design and delivery of the strategic direction of the business. Effective management of all existing activities relating to the provision of personalised, consistent and, in many instances, customised quality service to all clients and types. Recruitment and retention of suitably qualified personnel who will be instrumental with the retention of clients and effective implementation of new clients. Maximising performance from the existing business based on the company’s measurements of client retention, revenue, expense management, asset and cash management and operating profit.

• Design and implement business strategies, plans and procedures.
• Set comprehensive goals for performance and growth.
• Leads the implementation of the strategy and have the ability to translate the strategy into business plans.
• Manage, lead and grow allocated sales channels.
• Establish policies & SOP’s that promote company culture and vision.
• Oversee daily operations of the allocated realm of functions and work with other business leads.
• Lead employees to encourage maximum performance and dedication.
• Evaluate performance by analysing and interpreting data and metrics.
• Write and submit reports to the CEO in all matters of importance & realm.
• Manage and monitor the capacity modelling in areas of allocation.
• Manage relationships with partners/vendors.
• Manage relationships with clients.
• Effectively manage and lead change.
• Implement and manage effective performance of employees to achieve the strategic objectives.
• Develop business and financial models for process efficiencies, through effective process reengineering.
• Implement and manage RBCDT’s strategy to achieve specific deliverables.
• Responsible and accountable for both Operations and effective operational servicing of clients in the allocated realm.
• Responsible for the input and implementation of strategic initiatives and to ensure exceptional and consistent service levels within a multi-channel environment.
• Ensure the operational structure is appropriate and optimal for the business.
• Ensure the structure is adequately resourced with the correct people.
• Perform the analysis required to timeously identify trends in the business requiring operational action.
• Ability to conceptualise complex problems into analytical and operations frameworks.
• Demonstrate experience in resource mobilisation, managing projects, budgets, resources, and staff.
• Ensure KPI’s are aligned business analysis goals.

Ensure a superlative client experience is delivered, where expectations are exceeded, appropriate to channel allocation:

• Ensure standards of service provided exceed client expectations.
• Manage client complaints proactively and ensure resolution through utilisation of all company resources.
• Deeply understand client needs in the area of responsibility.
• Adherence to Client Policies / SLA and Contractual Supplier Agreements.
• Resolve and analyse levels of complaints and queries and plan and implement appropriate corrective and preventative actions.
• Keep the team fully aware of and conversant with clients’ changing value requirements.
• Ensure consistent customer experience across allocated touch points.
• Create and maintain productive relationships with internal and external clients by providing advice and assistance.
• Keep all clients informed about progress through written communication, telephone communications and/or face to face meetings.
• Build a positive image by exceeding client expectations at all times & treat internal and external customers fairly at all times.
• Ensure KPI’s are aligned to the CEX goals

Ensure propitiating the right activities to increase the organisation’s leadership posture and sales appropriate to channel allocation:

• Co Create the RBCDT strategy with the exco team.
• Develop, manage, and measure functional business plans from the corporate strategy and the business objectives.
• Provide leadership that supports successful execution of the corporate strategy across allocated channels.
• Lead the channels in delivering significant projects that are key to the operational plan of the company.
• Determine needs and research potential solutions and options for the client.
• Ensure KPI’s are aligned to people, leadership, and sales goals.

Effective adoption of new technology and ensure available technology is used for all deliverables and outputs appropriate to channel allocation:

• Assist in the development of service processes, methods, design, workforce requirements, cost analysis and other areas as appropriate to channel allocation.
• Review design, management, and interpretation of service operations improvements
• Search literature and assimilate information generated by others with the aim of solving relevant service operation issues appropriate to channel allocation.
• Prepare and review project proposals, studies, BI reports and BI requirements appropriate to channel allocation.
• Liaise with internal customers, vendors and other stakeholders on a technical level and present reports and presentations in a professional manner.
• Ensure the fault logging process is followed.
• Adoption of new technology - i.e. GDS / AGM / JIRA / Online/ Papertrail/ Reporting tools / Contact Centre/CRM & CEX tools.
• Ensure 100% usage of automation through our technology platforms & Process efficiency.
• Thorough understanding of travel operations, technology, and its benefits.
• Ability to effectively implement selected technology and provide input into the continual improvement of this technology.
• Leadership around the creation of environments that enable employees to adopt new technology and processes.
• Ensure KPI’s are aligned to process and business efficiency goals.

Revenue Maximisation appropriate to channel allocation:

• Supplier Relationship Management - provide input and drive NFR, supplier revenue & targets appropriate to channel allocation.
• Identify and ensure all client revenue streams are tracked, maximised, and exceeded as per their initial agreement appropriate to channel allocation.
• Ensure consultant remuneration strategies are implemented, driven, and measured appropriate to channel allocation.
• Deliver on global and national account requirements.
• Participate in the implementation of new business initiatives and specifying changes to existing business processes and products.
• Manage the monthly performance targets against actual performance.
• Key focus on the critical nature of project management and ensure that business initiatives are implemented timeously and within budget.
• Ensure KPI’s are aligned to financial goals.

Eliminate unnecessary financial loss by ensuring that correct operating processes are in place appropriate to channel allocation:

• Preparation of monthly reports, board reports and all other financial reports.
• Maximise utilisation of preferred suppliers.
• Ensure all processes are documented and aligned to the service strategy.
• Ensure maximum expense control, productivity and profitability in areas where control can be influenced.
• Ensure all cost financial targets are within budget.
• Ensure KPI’s are aligned to expense management goals.

Ensure the right training and development, mentorship and coaching opportunities exist for employees, thereby empowering and enabling people, appropriate to channel allocation:

• Recruitment and retention of the right people.
• Maintain a positive and energetic team where ideas, views, knowledge, and values are shared.
• Ensure that time and resource management is implemented in a cost effective and productive manner.
• Ensure there is open, honest communication channels for all people to understand and support the strategy and all change initiatives.
• Ensure the performance of all employees is appraised timeously and effectively managed.
• Ensure Biannual KPI two-way discussions are concluded, and annual contracting discussions prevail.

Learning & Development (L&D) and Growth:

• Manage performance and productivity.
• Ensure all LMS modules are completed timeously for the operations teams.
• Develop, implement, manage Individual Development Plans
• Remain abreast of Role and Industry Knowledge.
• Implement Coaching and Mentoring for all direct reports.
• Create and implement competency matrices, critical skills & WSP plans, talent mapping and growth and succession plans annually.
• Ensure self and managers possess an excellent understanding of all company products, particularly those that differentiate the company and that offer alternative revenue sources.
• Ensure KPI’s are aligned to workforce planning & growth goals.

Availability

ASAP

Salary

Industry related

Required Qualifications

QUALIFICATIONS & EXPERIENCE
 
Required (Negotiable):

• Leadership courses
• Project Management
• Business Analysis
• IATA Qualification including Advanced Fares
• Hold 20 years of operational experience
• Solid people management experience
• Experience in the high-volume trade industry.

KNOWLEDGE & SKILLS
 
Knowledge Required:

• Knowledge of Travel Industry
• Knowledge of Operational Reporting
• Travel Operations Experience
• Operational process innovation
• Knowledge of general business
• Business Acumen
• Knowledge of Business Analysis
• Knowledge of risk management
• Workforce Management
• Rightsizing, consolidation, new operational implementations
• Contact Centre Knowledge

Skills Required:

• Familiarity with the operational procedures at all levels of the organisation
• Be able to understand and implement optimal business workflows.
• Strong analytical and data-driven mindset that translates into leadership skills.
• Ability to inspire employees to live up to their potential and optimize their productivity.
• Ability to communicate vision to Board of Directors
• Strong verbal and written communication skills
• Interpersonal skills (including Conflict Management skills)
• Analysis and problem-solving skills.
• Relationship Building skills.
• Advanced Research skills
• Coaching and Mentoring skills

Personal Attributes Required:

• Strategic Thinking
• People Leadership
• Self-Starter
• Attention to Detail
• Agile and Continual Learner 
• Vulnerability & Courage
• Building Trust 
• Impeccable Communication 
• Emotional Intelligence 
• Fluid Intelligence
• Maintaining Balance 
• Confidence 
• Authenticity 
• 100% Accountability for Results 
• Compassion 
• Humility
• Deep Listening qualities
• Honesty/Integrity 
• Discipline & Follow-Through
• Intentionality 

Location

Parktown, Johannesburg

General Details

REPORTING TO - Chief Executive Officer - BidTravel