"JOB DESCRIPTION – Operations Manager"
JOB DESCRIPTION – Operations Manager POSITION: Operations Manager - Corporate Travel REPORTS TO: Vice President, Operations DIRECTLY SUPERVISES: Corporate Travel Consultant Team INDIRECTLY SUPERVISES: Leisure Consultant Team EFFECTIVE DATE: TBA SECTION 1: BASIC FUNCTION To direct the day-to-day operations of MKI Travel’s front line travel consultants with the objective of implementing standardized processes as well as increasing efficiency and accuracy at point of sale. Plans, organizes and controls daily activities to accomplish integrated Company objectives and to optimize the utilization of resources. SECTION 2: DUTIES AND REPONSIBILITIES 1. As a member of the MKI Travel Management Team, the Operations Manager assists in the development and implementation of the Company’s strategic and operational plans. 2. Ensures that all Company branches are adequately staffed with skilled and trained consultants to service the needs of our clients. 3. Manages the performance and development of all travel consultants employed or contracted by the Company. 4. Conducts annual and semi-annual individual and team development meetings to set goals and objectives and to review performance benchmarks. 5. Commits to ongoing personal professional development and to understanding emerging trends and industry best-practices. 6. Conducts weekly and monthly staff meetings to gather and share information openly. February, 2008 JOB DESCRIPTION – Operations Manager 7. Assists in the development, implementation, training and management of standardized policies and best practices throughout the Company. 8. Ensures accuracy at all levels of travel consultant performance as they relate to regulatory compliance, invoicing, reporting and quality control procedures. 9. Actively manages the daily use of MKI’s phone system, monitors call queues, and reviews daily/weekly/monthly performance reports. 10. Develops and implements standardized point-of-sale phone scripting. 11. Assists in the development and support of MKIonline, MKI’s policy- compliant corporate online travel management booking platform. 12. Participates in the budget planning process relative to Corporate Travel Management services, and works with the Controller to adhere to the budgetary plan. 13. Works to ensure the Operations Team integrates well with other departments within MKI, including but not limited to: Accounting, IT, Business Development, Management, Administrative Support. 14. Assists in researching technology solutions to drive efficiencies in our daily operations or to enhance the client experience while driving the return on investment for MKI. 15. Other duties as assigned from time to time by the Vice President of Operations, or as agreed upon by the Management Team. Supervisory Responsibilities: The Operations Manager supervises directly a team of 25+ travel consultants which may exceed 100 in the next 1-3 years. These supervisory responsibilities are carried out in accordance with Company policies and applicable laws. Responsibilities include recruiting and training consultants; planning, assigning and directing work; evaluating performance, rewarding and disciplining employees; addressing and resolving customer or staff complaints. November 16, 2009 2 JOB DESCRIPTION – Operations Manager SECTION 3 – EDUCATION AND EXPERIENCE 1. General Education: CTM Designation or Equivalent Experience 2. Minimum Experience: Ten (10) years of direct supervision of front line travel consultants in a corporate travel environment. 3. Experience for Additional Consideration: Managing a 24/7 corporate call centre, integrating the cultures of multiple merged businesses, experience managing leisure, group or event travel. SECTION 5 – TECHNICAL REQUIREMENTS 4. Minimum Skills: Expertise with the Sabre GDS platform and web fares integration, working in an automated Quality Control environment, and implementing best practices. Solid working knowledge of Microsoft Excel, Word, Outlook and other industry related applications used in daily processing. 5. Skills for Additional Consideration: PBX Phone system management, Sabre Script writing, TRAMS Interface experience, Client Base Plus development, integration and deployment for leisure or corporate travel, automated ticket-based ticketing and tracking system. SECTION 6 – EMPLOYEE PROFILE In order to perform the job successfully, the Operations Manager must demonstrate the following competencies: 1. Strong People Management 2. Effective Personal and Team Time Management 3. Display efficient organizational skills 4. Exhibit effective Leadership and Supervision 5. Promote the power and importance of Teamwork 6. Demonstrate the ability to interact with staff and Management with open and honest candour. 7. Demonstrate high standards of Integrity and Ethics 8. Acknowledge accountability within the scope of the position 9. Assertive and confident when facing issues and problems head on with the main objective of seeking intelligent resolution. 10. Keen awareness of customer service elements and nuances. 11. Able to propose and agree upon budgets for various segments of the business. 12. Solid and intelligent decision making skills. 13. Strong initiative, self-direction, and follow-through skills. 14. Contribute forward thinking innovation in all aspects of the Company’s focus. 15. Excellent interaction and communication skills – bilingual an asset. November 16, 2009 3