Head of Group Operations

No Agents please

We are looking to recruit an experienced transportational Head of Group Operations to lead operational planning and delivery for the JG Travel Group, a well-respected multi-brand Tour Operator. This role offers a real opportunity to make a significant contribution to the achievement of the company’s
strategy.

Reporting to the Group Product Director, you will lead the delivery and planning of all transportation and tour itineraries. Success in this role means delivering exceptional customer experiences through streamlined, efficient operations across both domestic and international offerings, while maintaining
strict cost controls, legal compliance and health and safety standards

A hands-on leader, able to lead and engage an experience shift based team including a Duty Office, along with outstanding negotiation skills, specific accountabilities include:

• Manage the daily running of the Operational teams;
• Ensure the 7 day a week Duty Office is planned and organised as demanded by the scale of the full tour schedule (to include colleague rotas, cover weekends and out of hours including night shifts);
• Engage with all team members so that they are able to achieve the highest standards; set individual performance targets, coach, and motivate anddevelop;
• Negotiate and contract the services of quality, reliable and co-operative coach and feeder suppliers in budget and ensuring sufficient geographical coverage;
• Manage and negotiate to ensure the liveried fleet is at the agreed optimum size and quality;
• Plan and organise the Company’s coach transport and feeder vehicle requirements effectively and efficiently;
• Manage and negotiate contracts with airline, transfer, ferry, and rail suppliers;
• Ensure optimum levels of service, reliability, and co-operation from all transport operators through the effective enforcement and review of Service Level Agreements;
• Ensure the quality of transport and drivers meet with the Company’s standards at all times and drivers are motivated with the right skills and tools to enable them to provide the best possible service; furthermore lead the “Drivers Academy” programme to new heights;
• Ensure the delivery and management of coach interchanges are carried out efficiently, cost effectively and to the highest standards;
• Ensure all tours, itineraries and operational systems are delivered in a seamless and efficient way, ensuring the customer receives the optimum experience possible;
• Ensure operator legal compliance/ health & safety standards are maintained at all times;
• Monitor customer feedback and report monthly to suppliers, taking any appropriate action in respect of negative feedback;
• Collaborating with the Customer Services’ team, minimise customer complaints regarding transport/ service delivery, minimise customer compensation paid out and claw-back compensation from suppliers where necessary. In addition, play an active role in the monthly Customer Experience meetings;
• Ensure all processes to support the transport and tour activity are streamlined and efficient, whilst maintaining a high level of customer service at all times;
• Optimise the use of technology to support all operational flows and processes, to drive profitability and striving for cost efficiencies;
• Have a high level awareness of sales and product to follow trends that will impact logistical supply; work closely with the Product team to advise on logistical considerations for tour itineraries;
• Work closely with the Commercial and Finance teams, to ensure all operational costs remain within budget.

The ideal candidate will have strong leadership skills as well as solid planning skills, together with a background in service delivery, with a key focus on  overall customer experience. We are looking for someone that strives for operational and process efficiencies through the optimisation of technology.

Detailed knowledge of UK & EU PSV driver hours and a holder of the Management CPC qualification in PSV Operations would be ideal.

If you feel you have the relevant experience and attributes for this role, please send your CV and letter of application to Helen Moylan/ Chief Customer & People Officer by clicking on Apply Now.