Director of Operations

The Group Company – York

Founded in 2006 by travel professionals with over 20 years’ industry experience, The Group Company is the UK's fastest growing group accommodation and services wholesaler. We're a dynamic fast-growing B2B organisation based in riverside offices in the centre of York. We provide tailor made tours of Europe and the US for special interest groups from Europe, the UK, the US and Canada.

Overview

The Director of Operations is responsible for ensuring our groups travel seamlessly and meet or exceed passengers and clients expectations at all times.  Responsibilities include managing the operational team, emergency protocol and incident responsibilities, tour profitability and continuous operational innovation.  The Director of Operations is a board level position, reporting to the Managing Director of the company and will play a key role in developing strategy and ensuring delivery of our company objectives and performance.

The Role

• Responsible for all operational aspects of the day to day running of The Group Company, to ensure all groups travel successfully, according to the client’s wishes and requirements.
• Manage, train, coach and motivate operations managers.
• Review workloads and staffing of operations team to ensure efficiency.
• Foster a collaborative team environment within the operations team and with the other departments.
• Liaise with Head of Process to ensure IT, systems and processes are efficient and fit for purpose.
• Liaise with Sales Director to increase clients spend and level of satisfaction
• Work with the Finance Director to ensure tour margins come in at or above forecast.
• Provide weekly, monthly and quarterly report to the Managing Director to ensure KPI’s in line with forecast
• Evaluate overall performance by gathering, analysing and interpreting metrics and data.
• Assist board with setting strategic, commercial and financial targets and goals.
• Liaise with clients and suppliers to resolve any issues once escalated by management team
• Manage relationships/agreements with key external partners/clients/suppliers – this will entail a significant amount of travel both in the UK and overseas.
• Offer 24hr emergency support to operational team to deal with any emergency that may arise.
• Revise and/or formulate improved policies and promote their implementation
• Ensure that the company runs with legality and conformity to established regulations.#

The successful applicant will have:

• Proven experience as Director of Operations or equivalent position.
• Previous management experience with demonstrated ability to manage a team under pressure.
• Strong working knowledge / understanding of mainstream UK and European destinations.
• Excellent organisational and leadership skills.
• Experience of reporting and strategic planning at board level.
• Outstanding communication and people skills.
• Experience in either the travel or logistics industries.
• Ability to travel overseas frequently often at short notice.
• Familiarity with various business software systems including MS Office.
• In depth knowledge of diverse business functions and principals (eg supply chain, finance, engagement, goal setting, strategic planning, finance, customer service etc)

Desirable skills:

• BsC/BA in business administration or relevant field. 
• European language skills.
• Working knowledge of Tourplan or similar travel database.