Director Operations
On-siteLocation, Northern Cape, South Africa
Job Summary
Set department goals and drive centralized service strategy by defining processes for shared and dedicated support teams. Manage the operation budget through forecasting and planning while monitoring performance against targets and maximizing profitability. Lead commercial and operations teams by communicating service scope, coaching staff, and implementing continuous improvements to ensure SLA compliance. Coordinate projects with offshore teams, oversee staffing levels, and negotiate customer-specific service level agreements. Interface with key client contacts to build relationships, review monthly income statements, and facilitate new client implementations. Conduct annual performance reviews and establish individual development plans to maximize team output.
Required Qualifications
- Prior experience leading a customer service organization
- Thorough knowledge of the travel industry, fares, and markets
- Excellent oral and written communication skills in English
- Ability to manage multiple tasks effectively simultaneously
- Ability to lead – setting direction, developing teamwork and collaboration, and achieving results through others
- Capable of problem-solving – anticipating, analyzing, and resolving issues at both a strategic and tactical level
- Through knowledge and proficiency in Microsoft Office applications
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