Operations Manager - Overseas Team
Solmar Villas is a leading provider of dreamy handpicked villa holidays, and we're growing our team again. We're looking for a customer-focused, results-driven Operations Manager to lead our Overseas team.
About the Role:
As Operations Manager, you will lead the Overseas Operation, spanning 6 countries and over 30 destinations, driving a best-in-class customer experience in all resorts. You will be responsible for leading, coaching and developing the Overseas Team.
Key Responsibilities:
* Management & Leadership:
o Delivering effective line management to 5 direct reports, as well as providing leadership, support, mentorship and guidance to the wider Overseas Operations Team.
o Conducting performance reviews, regular 121s and appraisals.
o Providing coaching, training and guidance for all team members, including direct reports and overseas staff.
o Identifying gaps in knowledge and training opportunities and supporting the wellbeing of the team.
o Ensuring effective Resource Planning and operational cover in line with seasonal activity and business peaks.
* Operational:
o Instilling a positive and motivating work environment to encourage high productivity and a focus on the customer.
o Identifying opportunities for improved customer experience, operational delivery and improved internal ways of working with colleagues across the business.
o Developing and delivering a customer first approach by analysing data and commercial activity to ensure all efficiencies and opportunities are maximised.
o Supporting Regional Managers in enhancing the quality of the product through appropriate investment and nurturing positive and influential supplier relationships.
o Ensuring all processes are regularly reviewed and evolving; championing best practice alignment across the regions.
* Systems, Reporting & Analysis:
o Determining appropriate KPI's to motivate, manage and measure the performance of both Regional & Villa Managers.
o Ensuring all relevant customer feedback platforms and social media channels are monitored, measured and themes are used to implement short term change and long-term development of the guest experience.
o Providing management information, analysis and reports as part of internal working groups to evolve the operation and for the board as required.
* Finance:
o Assisting in resource and operational costs budget setting processes.
o Manage resource budget and expenditure throughout the year.
o Guiding Regional Managers in the prioritisation of available finance to enhance quality in villa inventory.
Requirements:
* 5+ years' experience of operations in a customer experience focussed business at middle management level.
* Previous experience within a similar role within travel required.
* Exceptional communication skills, both verbal and written; demonstrating an ability to communicate and influence at all levels across language and cultural barriers.
* Experience of leading a diverse workforce with a mix of remote and hybrid working environments.
* Creative flair, with an ability to think innovatively and reach appropriate solutions to challenging problems.
* An ability to deal with tight and ever-changing deadlines whilst demonstrating high levels of competency and commitment to all stakeholders.
* Highly organised, with the ability to plan annual peaks and troughs of work flows and developments, reflecting the business trading patterns.
* Strong presentation and facilitation skills.
We Offer:
* A generous holiday allowance
* Additional holiday purchase
* Discounts on villa holidays
* Company pension
* Sick pay
* Perkbox
* Access to an EV car purchase scheme
* Cycle to work scheme