Operations Manager at Club Concierge Africa

Job Description

Operational Planning and Execution:

• Manage all operational aspects, including reservations, property management, customer service, and partner relations.
• Develop and implement operational plans, policies, and procedures to streamline workflow, improve efficiency, and achieve organisational goals.
• Monitor key performance indicators (KPIs) and operational metrics to assess performance, identify areas for improvement, and drive continuous process optimization.
• Coordinate with department heads and team leaders to align operational activities with strategic objectives and business priorities.

Team Leadership and Management:

• Lead, coach, and mentor a team of operations staff, providing guidance, support, and feedback to optimize individual and team performance.
• Set clear performance expectations, goals, and objectives for team members, conducting regular performance evaluations and implementing development plans as needed.
• Foster a positive work environment that promotes teamwork, collaboration, and employee engagement, recognizing and rewarding outstanding contributions and achievements.

Process Improvement and Efficiency:

• Identify opportunities for process improvement and automation to streamline operations, reduce costs, and enhance service delivery.
• Conduct regular reviews of operational workflows, systems, and tools, implementing best practices and innovative solutions to drive efficiency and productivity.
• Partner with cross-functional teams to implement new technologies, tools, and systems that optimize operational performance and support business growth.

Quality Assurance and Compliance:

• Establish quality assurance standards and protocols to ensure the consistent delivery of high-quality services and adherence to regulatory requirements.
• Conduct regular audits and inspections of operational processes, systems, and documentation to identify compliance gaps and mitigate risks.
• Collaborate with compliance officers and legal counsel to address regulatory issues, resolve compliance discrepancies, and implement corrective actions as needed.

Customer Experience Management:

• Champion a customer-centric approach to operations, focusing on delivering exceptional service experiences and exceeding customer expectations.
• Monitor customer feedback, complaints, and service inquiries, implementing strategies to address issues, improve service quality, and enhance customer satisfaction while working closely with the member services department.
• Collaborate with customer service teams to implement customer feedback mechanisms, loyalty programs, and service enhancements that drive customer retention and loyalty.

Resource Allocation and Budget Management for the department:

• Optimize resource allocation and utilization across departments and teams to maximize efficiency and minimize waste.
• Prepare and manage departmental budgets, forecast expenses, monitor variances, and implement cost-saving initiatives to achieve financial targets.
• Negotiate contracts and agreements with vendors, suppliers, and service providers to secure favourable terms and ensure cost-effective delivery of goods and services.

Requirements

• A proven track record of successfully leading and managing operational teams, driving process improvements, and achieving operational excellence.
• Strong analytical and problem-solving skills, with the ability to analyze complex data, identify trends, and develop actionable insights and recommendations.
• Excellent communication and interpersonal skills, with the ability to build effective relationships with stakeholders at all levels of the organization.
• Advanced proficiency in project management methodologies, process mapping, and workflow optimization techniques.
• Demonstrated ability to adapt to changing business needs, prioritize competing demands, and make data-driven decisions in a fast-paced environment
• Knowledge of industry regulations, compliance standards, and best practices in operations management.