Senior Operations Manager

At ALTOUR, we believe people are the driving force behind every meaningful connection - our clients’ and our own. With more than 1,000 team members and a presence in over 80 countries, we are a globally recognised leader in corporate travel management and a proud division of Internova Travel Group, the highest-ranking American corporate travel management company (Business Travel News). 

Our mission is to manage the complexities of connecting people so they can represent their brands in the most impactful way possible. That same philosophy shapes our workplace culture, one that evolves, improves, and empowers our people to grow and thrive. 

We embrace innovation and leading-edge technology to create smarter, faster, and more tailored solutions - not just for our clients, but for each other. At ALTOUR, you’ll be part of a collaborative, forward-thinking environment where your voice matters and your success is a shared journey. Click here for more information about Altour. 

JOB OVERVIEW

Reporting to the Director of Operations UK, the prime function will be to manage your team within the UK Operations department and work closely with the associated Account Management team. You will have a flexible ‘hands on approach’ in order that a close relationship with both staff and clients can be achieved. The overall mission will be to set an unparalleled standard for service and technical excellence. An excellent working knowledge of flight, rail, hotel and car reservations is essential, and you will need to be able to offer assistance and guidance to your staff in fulfilling these bookings from start to finish. 

KEY RESPONSIBILITIES:

• Productivity: Monitor and maintain effective consultant productivity levels within the teams
• Monitor consultant’s workload and ensure telephone and email service standards are maintained. Ensure all revenue opportunities are explored, and ancillaries are offered through the consultant scorecard process.
• Ensure the client receives excellent service by proactively identifying and correcting potential process and service gaps, research and resolve client concerns and consultant errors in a timely manner.
• Ensure corporate negotiated air, car and hotel rates are loaded into Sabre; input and maintain company and client profiles in Sabre.
• Responsible for the recruitment, onboarding and induction of Operations staff within your area of responsibility with the support of HR and Learning and Development.
• Conduct regular formal and informal reviews with Team Leaders and operations staff. An annual formal written appraisal must also be undertaken.
• Identify training and development opportunities for your Team Leader and operations staff, create and deliver solutions to address these opportunities in conjunction with the training team.
• Overall efficiency, timekeeping, sickness, absence and conduct of operations staff should be monitored and managed. Appropriate disciplinary action should be taken in consultation with the Director of Operations and HR as required.
• All customer complaints must be logged and promptly actioned according to ISO procedures. Areas of concern must be immediately reported to the Director of Operations, or Account Manager as appropriate.
• All write off losses must be immediately reported to the Director of Operations. Every effort must be made to keep these to a minimum and appropriate training or action should be implemented to prevent future losses.
• The Manager should ensure that a flow of communication and information is maintained across all departments. Regular team leader and staff meetings should be held, and a positive mindset and environment created for the team.
• Support account management efforts by participating in client meetings as requested.
• Coordinate operational aspects by bringing in new business in conjunction with the sales and implementation teams.

REQUIREMENTS:

The ideal candidate will have the following experience, skills and knowledge:

• Proven experience of managing teams that comprise of both home and office-based employees
• Strong time management skills
• Knowledgeable on a GDS, Sabre ideally
• Excellent Communication skills
• Prior work experience in the travel industry
• Knowledge of Microsoft products, including Outlook, Word and Excel
• Excellent working knowledge of flight, rail, hotel and car reservation

PAY AND BENEFITS

Our benefit offerings include healthcare, dental care, health Assured (EAP), life insurance and Perkbox.  

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

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