Travelinfo

Job Description

The Operations Leader is accountable for the overall success, growth, and wellbeing of the team, this role focuses on developing people, driving results, and embodying company values. It requires creating a structured, accountable, and high-performing environment, while acting as a stabilising force to ensure targets are met and challenges are effectively resolved. The role also drives consistent excellence in both client service and team development.

Leadership & Development
• Lead, coach, and mentor a high-performing team
• Prioritise team success through ongoing development and support
• Conduct regular one-on-ones and development planning
• Foster a culture of learning, accountability, and innovation
• Adapt leadership style to individuals’ strengths and development areas
• Run structured team meetings and encourage idea generation
• Develop future leaders within the team
• Create a collaborative and psychologically safe environment
• Empower team members to solve problems independently

Operational Excellence
• Ensure accuracy and consistency across all operational processes
• Oversee invoicing, payments, and documentation standards
• Drive adherence to best practices and standard operating procedures
• Ensure timely resolution of queries and efficient client handling
• Implement structured systems (e.g. buddy system, leave planning)
• Maintain accountability and operational discipline

Client & Relationship Management
• Oversee high-quality service across all client accounts
• Ensure regular client engagement and relationship management
• Drive client growth through structured planning and reviews
• Lead and ensure effective onboarding and lifecycle management
• Maintain accurate client information and seamless service delivery

Team & Culture Stewardship
• Promote a high-performance, transparent, and accountable culture
• Apply policies consistently and fairly
• Encourage team involvement while taking ownership of decisions
• Maintain strong communication and alignment across teams
• Facilitate regular team check-ins and collaboration between Sales and Ops
• Lead team and client engagement initiatives

Portfolio Management
• Maintain a small, low-maintenance client portfolio
• Prioritise team leadership and business improvement over personal accounts

Key Attributes
• Strong people leader and mentor
• Clear, influential communicator
• Commercially driven and customer-focused
• Calm, structured, and solutions-oriented
• Strategic thinker with strong decision-making ability
• Passionate about developing talent and improving performance

Required Qualifications

Experience Required

• Proven experience in an Operations Manager or similar leadership role within the travel industry
• Demonstrated success in leading and developing high-performing teams
• Experience in client service environments, preferably within the travel industry
• Strong track record of improving operational processes and driving performance
• Experience working with CRM systems and managing client relationships
• Ability to manage multiple priorities in a fast-paced environment

Location

Ferndale, Randburg