Operations Senior

POSITION PURPOSE:
Operations Senior helps oversee and coordinate with Operations team and other departments for consistent imple-mentation of reservations and operations process in the country as well as providing a business development, con-tracting, product development support function to the other team, especially in-destination sales. To provide out-standing customer service and ensure all bookings are confirmed and operated with suppliers' accurately and effi-ciently, and that turnaround time and conversions are monitored.
MAJOR TASKS:
1. Operations:
 Develop and maintain outstanding ViVu Journeys customer service standards
 Service all internal and external inquiries profes-sionally and efficiently within 24 hours or according to business needs
 Resolve customer service issues to customer's satis-faction with appropriate corrective and preventive measures
 Control quality of trips (target rating from passen-ger feedback and other monitoring system), regu-larly conduct quality controls (on spot, mystery checks, mystery guests, feedback forms)
 Ensure company profitability (Operating expenses per month within budget, supplier costs within budget and quality assessed by Group manage-ment).
 Review ViVu Journeys operations manuals and Emergency procedures periodically
 Carry an emergency mobile phone on roster with team members
 In charge of promoting in destination sales and op-tional tours sales from guides
2. Procedures/Process
 Ensure ViVu Journeys ISO compliance across all the country
 Develop and implement new procedures (SOPs, ISO) to improve overall efficiency
 Create and maintain manuals for operations
 Ensure effective HR management and development including recruitment, induction training, regular meetings, KPI management, NPS, appraisals and in-centives, career development and training plans,
 Optimize system usage and ensure all teams are capable of using it