Operations Manager Production

Job Title: Operations Manager Production

Location: Melbourne, Australia

About the Company:

TAG provides high-touch, personalised travel and event management services to the biggest names on the planet, as well as top C-suite executives and award-winning productions. Our mission is to alleviate the stress and complexity of travel, and we are committed to uncovering solutions to get our clients where they need to be, feeling ready to take on the world. If you’re looking for a fun, ever-changing and challenging environment, TAG is the answer. Whether you are a highly experienced professional or this is the first step in your career, our doors are open to everyone with an ambitious attitude, a genuine spirit and teamwork mindset.

Operations Manager Production Overview:

We are looking for a full-time (37.5 hours per week) Operations Manager Production who can support our growing Production Department. As the Operations Manager Production, you will have a diverse and varied role. You’ll collaborate with our global teams to support company initiatives and uncover innovative solutions, while taking a proactive approach to your day-to-day responsibilities.

Responsibilities & Duties:

• With support and advice from other colleagues e.g. HR, Finance and APAC Management Team, responsible for managing the full range of people issues for those in assigned team.
• The people issues include, but are not limited to:
• Recruitment and selection
• Onboarding and induction
• Performance management, including confirmation of position meetings and reviews, objective setting, appraisal, performance improvement, identifying outstanding performers, managing underperforming employees
• Managing the attainment and maintenance of high standards of work
• Recommendations for salary reviews and bonus
• Recommendations for promotion
• Professional and personal development, including identifying specific training needs and sourcing learning interventions to close the gaps
• Continuous improvement in motivation and levels of employee engagement
• Managing leavers to maintain high levels of service delivery to internal and external customers, and
• Timely and accurate record keeping on all people issues.
• Ensure that all team members develop and maintain beneficial working relationships with key suppliers and clients, ensure individual client or supplier programs and commercial agreements are supported and adhered to. Participate in office-based and off-site client or supplier meetings including presentations, networking events, site visits and functions, with any related activities carried out and followed up as necessary.
• Build positive team environment by ensuring fair distribution of workloads within the team and managing all employees to effectively fulfil their job roles.
• Proactively seek ways to improve functionality of assigned team within Production department and suggest ideas for improved practices companywide.
• Work with Senior Management to implement and monitor company and departmental objectives and strategy.
• Lead by example by showing professionalism at all times and promoting positive working relationships with all levels of employees across the Production team and other TAG groups and departments.
• Monitor bookings and ensure all team members are utilizing all TAG systems to the full potential.
• Bring to the immediate attention of Director of Operations APAC, any areas of concern or potential problems and ensure departmental compliance to all divisional and Group policy, procedures and practices.
• Focus on increasing profit margins for the assigned territory.
• Work closely with Production Supervisors, if applicable, to ensure the maximum productivity levels and adherence to TAG policies and procedures.
• Adhere to PCI regulations in accordance with Company policy.
• Manage key client accounts, when necessary.
• Process any administrative tasks/queries including accounting queries, promptly and accurately.
• Maintain up to date knowledge and understanding of industry conditions relevant to the respective function. Act on any significant developments and opportunities or threats accordingly.
• Demonstrate and reiterate the importance of attention to detail so that errors in assigned team are reduced and kept to a minimum.
• Run booking checks in the GDS systems to ensure no potential lost profit.
• Run checks in TAG desktop and Tramada to ensure TAG PSP program is supported.
• Monitor incoming client requests to ensure the team delivers timely and effective responses.
• Promote all potential new business leads to other global offices.
• Continue to strengthen client and supplier relations ensuring regular contact regarding service levels.
• Work with Commercial Team to assist in seeking new potential clients.
• Positively promote TAG to assist with future growth and development of the business.
• Perform other duties as assigned.

Qualifications:

• BS or BA degree in Business Management/Administration or related field OR in lieu of education credentials, equivalent combination of education and directly related experience.
• 5+ years of relevant experience within a travel agency
• 2 years of experience in a management/supervisor capacity (5 years preferred)
• Strong knowledge and understanding of airfares, contracted fares, ticketing and reissues
• GDS experience (GAL preferred)
• Versed in booking flights, hotels and good understanding of published airfares
• Experience handling VIP clients and/or group travel
• Ability to problem solve unconventional and common issues and to promote and enforce safe work practices.
• Ability to delegate and make effective decisions at the right time
• Excellent listening and communication skills
• Leadership and conflict resolution skills with desire to lead by example
• Strong knowledge of Microsoft Suite
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Knowledge of labour laws and ability to recognise applicability of the laws in day-to-day management of the team
• Excellent project management, organizational and time-management skills, and attention to detail
• Emotional intelligence and resilience
• Ability to visualise organizational strategy and set clear attainable goals for the team
• Excellent customer service and negotiation skills
• Strong knowledge & understanding of fares, negotiated contracted fares, ticketing and reissue
• Proactive and self-starter.

Experience TAG Perks:

• Competitive salary
• Wellness/EAP programme
• Employee discounts

We are committed to offering an equal opportunity for all employees and applicants. To express your interest in the role, please send your updated CV and a cover letter to HRAPAC@tag-group.com.