This role is for an Operations Manager at a leading inbound destination management company in Africa, operating across Kenya, Tanzania, Uganda, Botswana, Namibia, and South Africa. The organization specializes in high-quality, customized travel solutions, including private guided tours, FIT arrangements, group travel programs, and MICE solutions. The company is known for its deep destination knowledge, operational excellence, and commitment to delivering distinctive tour and safari experiences.
As part of the continued growth strategy, the client is seeking talented, driven, and high-performing professionals who thrive in structured, performance-oriented environments.
Position Overview
The Operations Manager will lead and manage the Operations Department to ensure efficient, cost-effective, and high-quality service delivery across all transport and tour operations. Based at the Mombasa regional office, the role is accountable for operational performance, fleet optimization, risk management, customer satisfaction, and adherence to standardized processes that support sustainable and profitable business growth.
Key Responsibilities & Performance Indicators
Operational Excellence & Process Management
- Implement and enforce SOPs across operations to improve efficiency and consistency (measured by SOP compliance rate; reduction in operational errors and service deviations).
- Ensure standardized operational processes are followed within the region (measured by Audit outcomes; process adherence scores).
Transport & Fleet Management
- Manage transport logistics, including route planning, vehicle allocation, and driver/guide scheduling.
- Oversee fleet maintenance, insurance, branding, and legal compliance.
- Monitor vehicle usage, fuel consumption, mileage, and driver allowances.
Quality Control & Customer Experience
- Conduct operational quality control on vehicles and transport services.
- Monitor driver/guide performance and customer feedback.
- Manage complaints, compliments, and incident logs, ensuring timely resolution.
Risk, Safety & Incident Management
- Manage operational incidents, emergencies, and 24-hour response systems.
People Development & Training
- Coordinate driver briefings, in-house training, and operational capability development.
Reporting & Data Management
- Maintain accurate operational data in company systems and prepare monthly performance reports.
Qualifications & Experience
- Degree or Diploma in Business Management, Tour Operations, Logistics Management, Customer Care, or a related field.
- Minimum of five (5) years’ experience in tourism or hospitality operations, preferably in a management role.
- Strong proficiency in Microsoft Office and operational systems.
- Experience with transport or fleet ERP systems is an added advantage.
- Foreign language proficiency is an added advantage.
Key Competencies
- Operational leadership and execution excellence.
- Strong analytical and decision-making ability.
- Customer-centric mindset.
- Risk and incident management capability.
- High integrity, accountability, and attention to detail.
- Strong communication and stakeholder management skills.
- Ability to perform under pressure and manage irregular working hours.
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