General Manager: Operations Performance
Bryanston, Sandton, 2191, South Africa · Permanent · Travel & Tourism
Job Description Start date: 01 September 2026 Employment urgency: This is an urgent appointment, and candidates who can commence on 01 September 2026 will receive preference. About My Client My client is an established and respected organisation operating within the travel and tourism industry. The business manages three specialist travel brands and provides complex travel, operational and event-related services to local and international clients. The organisation is seeking an experienced and commercially focused General Manager: Operations Performance to strengthen operational delivery, standardise systems and processes, improve client satisfaction and drive consistent performance across all three brands. Position Overview The General Manager: Operations Performance will take overall responsibility for systems management, operational performance, client satisfaction, training and integration, service delivery, operational planning and the enforcement of key performance indicators across the organisation’s three specialist brands. The successful candidate will create a consistent operational framework across the division, ensuring that teams, systems, reporting structures and service standards are aligned. This position requires a strategic and hands-on leader who can identify performance gaps, introduce practical improvements and ensure that operational commitments are delivered accurately, efficiently and on time. The role will work closely with executive management, operations leadership, sales, marketing, finance and other internal stakeholders to improve business performance and maintain a consistently high standard of client service. Operational Strategy and Performance The successful candidate will develop, implement and monitor an effective operational performance strategy that supports the organisation’s objectives. This will include establishing a clear KPI framework, developing a systems roadmap and implementing an ongoing efficiency and process-improvement agenda. The role will identify opportunities to improve productivity, reduce unnecessary costs and standardise operational practices across all three brands. The General Manager will ensure that operational targets are clearly communicated, consistently measured and appropriately enforced. The position will participate in strategic planning with executive management and provide specialist guidance regarding systems, KPI governance, automation, benchmarking, operational controls and process design. Systems and Process Management The General Manager will take ownership of the operational systems environment, including Tourplan, Zoho and relevant reporting platforms. This will include overseeing system configuration, correct usage, data integrity, reporting accuracy and the implementation of system improvements or new operational tools. The successful candidate will establish and maintain operational policies, procedures and supporting documentation across the division. The role will ensure that documentation relating to itinerary planning, product contracting, vouchers, rooming lists, filing, reconciliations, costings and quotations is accurate, accessible and compliant with agreed standards. The General Manager will also ensure that reporting is accurate, consistent and submitted within the required timeframes. Client Satisfaction and Service Delivery The role will define, implement and monitor service-delivery standards that ensure client expectations are consistently met across all three brands. The successful candidate will oversee standards relating to pricing, product selection, communication, turnaround times, correspondence, documentation, proposals, presentations and costings. The role will monitor service levels, client follow-up processes and delivery accuracy, addressing performance concerns before they negatively affect the client relationship. The General Manager will establish strong working relationships with operational and delivery teams to ensure that service standards are understood, implemented and maintained. Training and Operational Integration The position will be responsible for identifying training requirements and strengthening operational capability throughout the division. The General Manager will support the integration of systems, processes, teams and operational standards across the three brands. This will include developing training interventions, coaching operational leaders and ensuring that employees understand the systems, procedures, KPIs and quality standards applicable to their roles. The successful candidate will promote continuous learning and ensure that operational teams remain informed about industry developments, systems improvements and best practices. Operations Team Leadership The role will provide leadership and performance oversight to the operations function. This will include monitoring workloads, productivity, accuracy, quality and overall operational output. The General Manager will oversee resource planning and allocation across the division, ensuring that teams have the capacity and support required to meet operational commitments. The successful candidate will coach, motivate, develop and mentor operational leaders and their teams. The role will manage performance concerns and disciplinary matters where required, while promoting accountability, collaboration and high service standards. Financial and Commercial Oversight The position will oversee weekly and monthly operational and financial reporting. This will include reviewing profit and loss performance, addressing overspending, monitoring profitability and tracking turnover and margins against budget. The General Manager will assess productivity reports, monthly activity reports and other financial information to identify risks and improvement opportunities. The role will ensure that costings are accurate, commercially viable and structured to provide clients with a competitive value proposition. The successful candidate may also assist with debtor and creditor-related payments and contribute to quarterly business reviews. Supplier and Stakeholder Relationships The successful candidate will establish and maintain productive relationships with preferred suppliers and internal stakeholders. The role will ensure that competitive rates, suitable products and appropriate service levels are negotiated and secured. The General Manager will remain informed about supplier products, destinations, industry developments and emerging opportunities that could improve the organisation’s offering. The position will collaborate with teams throughout the business and provide support wherever specialist operational expertise is required. Requirements Minimum Requirements Candidates must have completed Matric or Grade 12 and must possess substantial experience within tour operations. Proven experience establishing or improving operational procedures, systems and processes is essential. Experience within events, sports travel, event services or another operationally complex travel environment would be advantageous. Candidates must have experience identifying and implementing training requirements, introducing performance standards and supporting operational change or integration. Experience establishing new processes across multiple business units, brands, regions or international operations will be highly beneficial. Candidates should have strong systems knowledge and practical experience working with operational, booking, customer relationship management or reporting platforms. Experience with Tourplan and Zoho would be advantageous. A strong understanding of operational reporting, KPIs, service-delivery standards, cost management, profitability and performance measurement is required. Skills and Competencies The successful candidate must be a strategic and commercially aware leader with the ability to translate business objectives into measurable operational standards. The role requires excellent analytical, organisational and problem-solving abilities, together with exceptional attention to detail and a consistently high level of accuracy. The candidate must be confident enforcing KPIs, addressing performance concerns and holding teams accountable for agreed service and delivery standards. Strong leadership, coaching, communication and stakeholder-management skills are essential. The successful candidate must be able to manage competing priorities, make informed decisions and remain composed within a demanding operational environment. A positive, flexible and organised approach is required, together with the ability to build effective relationships across different teams and levels of seniority. Working Requirements The position is based in Bryanston, Gauteng. The successful candidate must be willing to work additional hours when operationally required, particularly before major tours, projects or events. Some weekend and public holiday availability may also be necessary. Salary The salary will be discussed during the interview and will be aligned with the successful candidate’s qualifications, experience and suitability for the position. Start Date This is an urgent vacancy, and the successful candidate will be expected to commence employment on 01 September 2026.