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Overseas Team Lead

2 months ago

Burton upon Trent, Staffordshire, United Kingdom Solmar Villas Full time
Job Description

Role Overview

Solmar Villas is seeking a highly skilled and experienced Operations Manager to lead our Overseas team. As a key member of our senior operations team, you will be responsible for driving a best-in-class customer experience in all resorts, spanning 6 countries and over 30 destinations.

Key Responsibilities

  • Management & Leadership
    • Deliver effective line management to 5 direct reports, providing leadership, support, mentorship, and guidance to the wider Overseas Operations Team.
    • Conduct performance reviews, regular 121s, and appraisals.
    • Provide coaching, training, and guidance for all team members, including direct reports and overseas staff.
    • Identify gaps in knowledge and training opportunities, and support the wellbeing of the team.
    • Ensure effective Resource Planning and operational cover in line with seasonal activity and business peaks.
  • Operational
    • Instill a positive and motivating work environment to encourage high productivity and a focus on the customer.
    • Identify opportunities for improved customer experience, operational delivery, and improved internal ways of working with colleagues across the business.
    • Develop and deliver a customer-first approach by analyzing data and commercial activity to ensure all efficiencies and opportunities are maximized.
    • Lead the overseas recruitment strategy and support this process.
    • Support Regional Managers in enhancing the quality of the product through appropriate investment and nurturing positive and influential supplier relationships.
    • Ensure all processes are regularly reviewed and evolving, championing best practice alignment across the regions.
    • Provide direct support for the operation during peak trading periods, including hands-on involvement in customer escalation processes and out of hours senior on-call escalation rota.
    • Represent and lead the Overseas team in the event of any crisis management activity, ensuring the company response to potentially disruptive or unexpected events is positively controlled.
    • Work with the Safety & Risk team to ensure all H&S process and standards are of the utmost priority across all regions.
  • Systems, Reporting & Analysis
    • Determine appropriate KPIs to motivate, manage, and measure the performance of both Regional & Villa Managers.
    • Ensure all relevant customer feedback platforms and social media channels are monitored, measured, and themes are used to implement short-term change and long-term development of the guest experience.
    • Provide management information, analysis, and reports as part of internal working groups to evolve the operation and for the board as required.
  • Finance
    • Assist in resource and operational costs budget setting processes.
    • Manage resource budget and expenditure throughout the year.
    • Guide Regional Managers in the prioritization of available finance to enhance quality in villa inventory.

Requirements

  • 5+ years' experience of operations in a customer experience-focused business at middle management level.
  • Previous experience within a similar role within travel required.
  • Exceptional communication skills, both verbal and written, demonstrating an ability to communicate and influence at all levels across language and cultural barriers.
  • Experience of leading a diverse workforce with a mix of remote and hybrid working environments.
  • Creative flair, with an ability to think innovatively and reach appropriate solutions to challenging problems.
  • An ability to deal with tight and ever-changing deadlines while demonstrating high levels of competency and commitment to all stakeholders.
  • Highly organized, with the ability to plan annual peaks and troughs of work flows and developments, reflecting the business trading patterns.
  • Strong presentation and facilitation skills.

Benefits

  • A generous holiday allowance.
  • Additional holiday purchase.
  • Discounts on villa holidays.
  • Company pension.
  • Sick pay.
  • Perkbox.
  • Access to an EV car purchase scheme.
  • Cycle to work scheme.