Job Description
Purpose of the Role
As a Business Leader, you are entrusted with the overall success, growth, and wellbeing of your operations team. Your primary focus is to develop people, drive results, and embody The Travel Group’s values. You lead by example, nurturing talent, fostering accountability, a solution based mindset and creating a structured yet inspiring team environment that consistently delivers excellence in client service.
You are the stabilising force and strategic compass of your team, ensuring targets are met, issues are solved, clients are delighted, and team members are constantly learning and growing.
Leadership & Development
As a mentor and coach, your key responsibilities include:
- Prioritising your team’s needs above your own, your success lies in theirs.
- Proactively supporting growth through ongoing coaching, monthly one-on-ones, and development planning.
- Creating a culture of learning where mistakes are addressed constructively and systems are implemented to prevent recurrence.
- Tailoring your leadership approach to suit each individual, playing to their strengths and addressing development areas.
- Consistently hosting dynamic morning meetings at 8am with structured themes (Sales, CRM, Finance, Ops, Recruitment).
- Encouraging innovation: test ideas, refine processes, and empower others to lead.
- Developing at least one Future Leader within your team.
- Promoting a collaborative, high-performance, and psychologically safe work environment.
- Stepping in when needed: not to take control, but to guide and empower your team to discover solutions independently, fostering confidence, capability, and trust through humility and supportive leadership.
- True leadership is service. At The Travel Group, we lead from beside, not from above.
Operational Excellence
Your role is to create clarity, consistency, and accountability in every operational process:
- Maintain and monitor accurate client invoicing, PO requirements, and payment procedures daily.
- Guarantee L-codes are resolved monthly & invoice queries are resolved daily.
- Ensure quote templates and documentation standards (Brand Identity) are followed precisely.
- Enforce a buddy system so that no client is ever unsupported if a team member is unavailable for 20+ minutes.
- Manage and enforce team leave planning to ensure full annual leave usage and prevent staffing gaps.
- Lead adherence to all Best Practice standard operating procedures (Brand Identity), consistently and without exception.
- Ensure ePhone enquiries are answered promptly, actioned efficiently, and quoted transparently.
- Ensure all new business is managed with exceptional care: delivering instant responses, best pricing, and a consistently outstanding level of personalised service that sets the standard from first contact.
Client & Relationship Management
- Oversee consistent and high-quality service across the team’s entire client base.
- Ensure all clients are seen at least twice per year by the consultants via scheduled CRM meetings.
- Drive strategic account growth through monthly updates to each Client Growth Plan.
- Lead by example in executing the full client onboarding lifecycle:
- Assessment Meeting (handover meeting done with consultant away from their desk)
- Implementation Meeting (within 1 week of first booking)
- “How’s It Going” Review (1 month post-booking)
- Ongoing CRM meetings (every 3–6 months)
- Ensure the client’s payment method is confirmed, terms and conditions are signed and securely saved to the shared drive, and all travel preferences are accurately captured and in place prior to their first booking, ensuring a seamless and professional onboarding experience.
Team & Culture Stewardship
- Maintain discipline with empathy: learn from honest mistakes and handle repeat offences firmly, fairly, and consistently.
- Apply policies and procedures uniformly to maintain team trust and prevent ambiguity.
- Involve the team in business decisions while taking final responsibility for direction.
- Promote transparency, always explain your decisions and seek team feedback.
- Facilitate weekly finance & sales check-ins (Mondays, 9am) and ongoing alignment across Sales and Ops.
- Ensure Sales/Ops handovers occur in person and away from desks for maximum clarity and collaboration.
- Lead at least 1 Ops-led client event and 1 Sales event each year.
Portfolio Management
While you may carry a small personal portfolio, it should consist of low-maintenance, high-stability clients. Your priority is your team. As your team scales, your client load should decrease to ensure you always have time to work on the business, not in it.
Key Leadership Attributes
- Strategic mentor and motivational leader
- Influential communicator across all levels
- Systems thinker and solution driver
- Calm, disciplined, and highly approachable
- Structured yet agile decision-maker
- Embodiment of The Travel Group’s purpose, values, and customer obsession
- Commercially focused with a proven eye for new business, margin protection, and client expansion
- Talent spotter and team builder, able to identify and attract top-tier consultants
Minimum Performance Standards
- All monthly catch-ups completed by the 7th of each month
- Board report submitted by the 7th of each month
- All daily tasks, outstanding actions completed & emails responded to before the end of each business day
- Client credit facilities actively managed in collaboration with Finance
- Credit control protocols followed: Letters 1 to 3 issued on schedule
- CRM meetings executed for all Ops clients twice annually
- Monthly updates made to all Client Growth Strategies
- Team invoicing, quote accuracy, write-offs, and documentation monitored and managed
- Morning meetings hosted daily at 8am, with structure, energy, and consistency
Location
Gauteng
Randburg, Johannesburg
General Details
The Tone You Set Is the Culture You Create
Stay cool under pressure. Be the anchor your team looks to. Offer guidance, clarity, and warmth. Ask for help when needed, and never let ego get in the way of service or support.
Your leadership defines the team’s standard. Set the tone. Be the calm. Lead the way.
Application details
Claire Gill
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