JOB OBJECTIVES:

KEY RESPONSIBILITIES:

Operational Oversight: Manage day-to-day operations of all francophone market, ensuring they meet the company's standards for customer service and operational efficiency.

Support System Management: Develop and maintain a robust support system, including a dedicated telephone line and email address, to facilitate effective communication and support for all markets.

Team Leadership and Development: Lead and mentor the operations staff dedicated to Francophone Market. Organize training programs to enhance their skills and knowledge.

Quality Control and Compliance: Ensure all Francophone Websites comply with company policies and industry regulations. Implement quality control measures to maintain high service standards.

Performance Monitoring: Regularly evaluate the performance of each francophone market against set KPIs. Identify areas for improvement and implement strategies to enhance performance.

Customer Service Excellence: Ensure that all francophone agents provide exceptional customer service. Address customer complaints and feedback promptly and effectively.

Budget Management: Oversee budgeting, forecasting, and financial planning for the francophone market operations. Implement cost-saving strategies without compromising service quality.

Stakeholder Communication: Maintain effective communication with francophone market agents, head office management, and external stakeholders.

Innovation and Process Improvement: Continuously seek ways to improve operational processes and customer experience. Implement innovative solutions where appropriate.

Crisis Management: Handle emergencies and unforeseen issues, ensuring minimal disruption to francophone market operations.

Requirements

QUALIFICATIONS:

Bachelor’s degree in Business Management, Operations Management, or related field. Master’s degree is advantageous.

Minimum of 3 years of experience in operations management, preferably in the travel or hospitality industry.

Experience managing multiple locations or branches is highly desirable.

Strong leadership and team management skills.

Excellent communication, interpersonal, and customer service skills. French and English

Proficient in using technology for operations management.

Personal Attributes:

Strong leadership and organizational skills.

Collaborative mindset with the ability to work with teams across different departments and geographies.

Detail-oriented with a focus on quality and consistency.

Proactive and solution-oriented approach to challenges.