The Opportunity
We are seeking an Operations Manager to join us on a 12-month fixed-term contract to play a key role in the delivery of Scott Dunn’s global operations through supporting and providing leadership on the operational strategies and processes that enable efficiency and growth. This will involve monitoring, motivating, and coaching a team of Travel Executives and a Guest Relations Executive to ensure an exceptional standard of service, operational efficiency, and compliance is delivered throughout the guest journey. Putting the guest at the centre of every decision, the Operations Manager (OM) will also ensure we leverage technology and innovation to drive operational efficiency, compliance, and accuracy.
Responsibilities
The responsibilities for this role include (but are not limited to):
- Working cross collaboratively with key business stakeholders to deliver an efficient operations function that meets our teams and guests’ requirements
- Line-management and leadership of multiple operations functions including performance reviews, coaching, and professional development
- Overseeing Scott Dunn’s global NPS and guest feedback handling performance, acting as a point of escalation where needed and actioning targeted follow-ups
- Managing ATOL/ABTOT and package travel regulations compliance and upskilling our team on the requirements
- Overseeing all guest documentation delivery, ensuring it is issued in accordance with KPIs
- Identifying, developing, and implementing process improvements across Scott Dunn to drive efficiency
- Creating a collaborative environment between Operations and Sales that fosters accuracy, innovation and learning
- Creating, analysing, maintaining, and reporting on weekly, monthly, and quarterly dashboards and KPIs in support of driving accuracy and guest satisfaction initiatives
- Performing booking analytics to ensure the right resources are applied accurately at busy pre-departure periods
- Assisting the Senior Operations Manager with operational planning in terms of headcount, financial plan attainment and operational assignments
- Working with the crisis management team as a scribe, ensuring clarity and organisation in times of crisis
- Supporting the day-to-day business needs of the Scott Dunn sales organisation
- Championing one best way to ensure consistency and accuracy
About You
This role would suit an experienced operational leader, with proven experience in an operational management role accompanied by demonstrated leadership and people management experience. Other requirements include:
- The ability to deliver data-driven approaches
- Exceptional organisational and multi-tasking skills
- Experience in using technology to transform processes
It would be further advantageous (though not essential) if you have:
- Experience working for a Tour Operator
- Experience working in a global capacity
- Knowledge of international travel regulations and compliance requirements
Values & Behaviours
All employees must promote, understand, and apply Scott Dunn’s workplace values. These are embedded in all roles and applicants must evidence the values as part of the application process.
- In the know - Start by listening. We take the time to understand our guests’ and colleagues needs. Be Precise. We take pride in getting every detail right. Own it. We deliver on commitments we make.
- In the Detail - Love learning. We energetically seek out and share new ideas and insights. Embrace feedback. We continuously seek to improve by sharing and accepting honest feedback. Work with the best. We attract, retrain and partner with the best.
- Inspiring - Look to the future. We constantly seek opportunities to make travel memorable and sustainable. Be more we. We work together collaboratively and value different viewpoints. Win together. We celebrate each other’s successes and have fun.
Location
We aim to find someone who would be office based in our London, Hammersmith office.
Why work for Scott Dunn
In return for your expertise and commitment to our values of in the detail, in the know, and inspiring;
- We support your career growth – We provide you with career progression aligned with your chosen career path, access to internal job opportunities across Scott Dunn's global offices, as well as across 30+ brands spread across 93 cities worldwide as part of Flight Centre Travel Group
- We give you the tools to succeed – We provide personal and professional development enabled by our award-winning Learning and Development team, comprehensive familiarisation, and educational trips, unlimited access to LinkedIn learning amongst other professional and personal development platforms, as well as 1 hour for your own development each week.
- We recognise and reward your success and loyalty – We run commission and bonus incentive schemes to compliment competitive salaries, as well as a company loyalty scheme, which includes a personal travel fund for each staff member and 23 days annual leave plus bank holidays that rises by 1 day per each year of service (up to a maximum of 30).
- We celebrate your excellence – With monthly, quarterly, and annual recognition schemes and awards, alongside the opportunity to win a place at Flight Centre Travel Groups annual Global Gathering, we celebrate excellence in all forms.
- We provide you with a wide-range of job and industry-perks – We can offer you subsidized private healthcare, a contributory pension scheme, staff travel insurance, 3 days of paid volunteering leave, access to cycle to work and season ticket loan schemes, a dedicated in-house team who are your source for exclusive industry discounts for personal and work-related travel, as well as share options in Flight Centre Travel Group amongst much, much, more!
Diversity, Equity, and Inclusion
At Scott Dunn we champion equality, diversity, and inclusivity in all its forms and are signatories of both the Race at Work and the Diversity in Hospitality, Travel & Leisure charters. As part of our commitment to diversity, equality, and inclusion we are committed to ensuring our recruitment process is inclusive and recognises the value of differences. Should you require any support or accommodations as it relates to our recruitment process, please contact recruitment@scottdunn.com for further information or alternative application processes to support your requirement.
Apply
You do not need to meet all the requirements to apply for a position at Scott Dunn. Should this role be of interest to you we would welcome your application.