PRIMARY PURPOSE OF THE JOB
Ensure the efficient operational functioning of the Johannesburg SDC virtual consultants.
This position holder will manage the Virtual Network for the Johannesburg SDC, including VIP’s, homeworkers, remote consultants and ITC’s.
In addition, the position is responsible for:
The effective management of all the existing activities relating to the provision of consistent and in many instances customised quality service to all clients and client types
The recruitment and retention of the right people who are instrumental to the retention of clients and the effective implementation of new clients
Maximising performance from the existing business based on the company measurements of revenue, expense management, cash management and operating profit
Innovation and best practice
Knowledge sharing and communication within the Virtual Network
Effectively manage and lead change
Implement and manage effective performance of employees to achieve the strategic objectives
Manage and achieve process efficiencies
Implement and manage the HRG Rennies Travel strategy to achieve specific deliverables.
KEY PERFORMANCE OBJECTIVES
This position holder is directly responsible for managing the Johannesburg SDC virtual network and ITC’s, and has direct line management responsibility for the travel consultants working remotely. The position holder is also responsible for the provision of travel services to various clients trading within this network.
Performance will be measured in terms of operational excellence; process management; client service; query resolution and staff workflow allocation and productivity.
The ideal candidate will deliver in terms of the following:
Strategy input:
Implement and drive the strategic objectives of the business.
Communication/Internal Relationships:
Understand the company culture, structure and dynamics and use this to continuously improve the running of the Virtual Network.
Network across divisions and share ideas, experiences and information.
Retain technical awareness and ensure changes and enhancements are communicated effectively to the entire team.
Ensure there are open, honest communication channels in order for all people to understand and support the strategy and all change initiatives.
Project management:
Recognise the critical nature of project management and ensure that Virtual Operations business initiatives are implemented timeously.
Be involved with the implementation of new business initiatives. He/she will also be involved in specifying changes to existing business processes and products.
Process management:
Ensure process standardisation is implemented and maintained and identify areas requiring corrective action.
Analyse levels of complaints and queries and plan and implement appropriate corrective and preventative actions.
Ensure processes are regularly reviewed and processes are improved where appropriate.
Ensure all processes are documented and aligned to the service strategy.
Client relationships:
Deeply understand client needs and work with the business development team to implement and manage the service strategy.
Understand and provide input to the fee and service models.
Understand and deliver on global and national account requirements.
Ensure that the service strategy is delivered effectively.
Ensure that the standards of service provided exceed client expectations.
Manage client complaints proactively and ensure resolution through utilisation of all company resources.
Ensure that opportunities to expand new business and to retain existing business are effectively managed.
Quality management:
Constantly evaluate and manage quality control processes.Supplier management:
Manage relationships with preferred partners and suppliers and ensure that these relationships are approached on a win-win basis to provide the shared client with maximum value.
Ensure all corporate agreements, both internal and external are implemented and maintained.
Actively drive all Supplier revenue opportunities.
People management:
Ensure that the right training and development, mentorship, and coaching opportunities exist for employees; empowering and enabling the people within the Virtual Network.
Create and implement growth and succession planning across the entire stream.
Manage performance and productivity.
Recruitment and retention of the right people.
Ensure that each person has a personal development plan.
Ensure that the performance of all employees is appraised and effectively managed.
Maintain a positive and energetic team where ideas, views, knowledge and values are shared.
Ensure that time is managed in a cost effective and productive way.
Keep the team fully aware of and conversant with clients’ changing value requirements.
Ensure self and staff possess an excellent understanding of all company products, solutions particularly those that differentiate the company and that offer alternative revenue sources.
Financial management:
Ensure acceptable audit results from financial and quality audits – internal and external.
Ensure maximum expense control, productivity and profitability in areas where he/she can control and influence.
Ensure that all financial targets are met and exceeded.
Technology management:
A thorough understanding of travel technology and its benefits. The ability to effectively implement selected technology in the Virtual Network and give input into the continual improvement of this technology.
Leadership around the creation of environments that enable employees to adopt new technology and processes.
ASAP
Market Related
Qualification:
QUALIFICATIONS, EXPERIENCE AND COMPETENCIES
Qualifications & Experience
Diploma in Travel & Tourism or equivalent NQF Level 5 Qualification 8 years’ relevant travel experience
Skills and knowledge
Management experience required
Financial Management
Computer Literacy including Galileo
Verbal and written communication skills
Knowledge and understanding of relevant HR policies and procedures
Attributes
Leadership
Planning & Organising
Problem solving and judgment
Quality and action orientation
Approachable
Travel Operations experience
Trustworthy
Strong character
Not a micro manager
Digitally minded
Flexible
Resilient
Integratory
Good Communicator
Level Headedness
Empathy
Gauteng
Parktown
Rennies Travel would like to appoint a Virtual Travel Manager at our Johannesburg SDC.
Successful candidates will be expected to embrace the Rennies Travel culture, and live the core values which underpin everything we do:
Integrity
Passion
Innovation
Inclusivity
Accountability
Interested parties should consider their current strengths in light of the requirements of this position, and their willingness to commit to the above. If interested, CV applications should be submitted to sandra.deluca@renniestravel.com
NB: This appointment will be made in accordance with our commitment to Employment Equity.
Sandra Deluca