Operations Manager – Operational Support Services

SUMMARY:
An inbound tour operator and ground handler company that specializes in tailor-made and group travel across Southern Africa is looking for Operations Manager – Operational Support Services

POSITION SUMMARY:
The Operations Manager is responsible for leading the Operations and Client Services function within FIT Reservations, ensuring the consistent delivery of service excellence, operational accuracy, quality assurance, documentation precision and continuous process improvement.

This role oversees the teams responsible for booking quality control, supplier reconfirmations, Oasis system support, after-hours client support, complaint resolution, operational administration and foundational learning programmes.

The Operations Manager acts as a custodian of operational standards, ensuring that every booking, client interaction and service recovery process reflects the organisation’s commitment to accuracy, professionalism, reliability and care. A key focus of the role is people development.

The Operations department serves as a foundational learning environment for younger, entry-level employees, including participants in the Work Integrated Learnership and Unemployed Learnership programmes. The Operations Manager is therefore responsible for creating a structured, supportive and high-performance environment where future talent can learn, grow and build meaningful careers within the business.

The incumbent will be expected to develop leadership capability within the Operations team, coach and support Team Leaders, strengthen succession pipelines, improve operational workflows, support technology adoption and ensure that people and processes are able to scale effectively in support of the broader FIT Reservations strategy.

POSITION INFO:
DUTIES AND KEY RESPONSIBILITIES: People Leadership & Talent Development Operational Leadership Quality Assurance & Accuracy Client Services Excellence & Complaint Resolution Foundational Learning and Talent Pipeline Technology, Systems & Innovation Reporting And Performance Management Business Improvement & Optimisation EDUCATION AND EXPERIENCE: Qualifications Matric Relevant Tourism, Hospitality or Business Management qualification preferred. Experience Minimum 8-10 years' experience within an operational environment Minimum 3- 5 years management experience Proven leadership experience managing multiple teams. Experience in operational management, quality assurance or client services. Previous experience developing and coaching employees. Experience managing service recovery and client complaint resolution. Technical Knowledge Advanced understanding of inbound tour operations and reservations processes an advantage. Knowledge of Tourplan, Oasis, TripClip, Agent Zone and supplier systems an advantage. Strong understanding of operational controls, quality assurance and service management. Excellent analytical and reporting skills.

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