Job Description

The Operations Leader is a key leadership role directly responsible for customer retention, profitability and building community in their market.
It is a key development role for all individuals who have a BOF of leadership beyond their team. The Operations Leader role creates succession planning in the business and allows experienced leaders to mentor others, develop business acumen, leadership and strategic skills and contribute to the success of FCM. 
The Operations Leader is the first reporting line for the Team Leaders and the Operations Leader has authority on temporary staff movements, account placement and weekly communication within their village.
Main Responsibilities:
Manage all Operations teams in the market.
Mentor TLs to drive performance and ensure the market is focused on collectively achieving the targets set for the month.
Actively coach TLs via monthly 1 on 1’s.
Represent FCM towards external customer, i.e participate in selling process, account management of new and existing client and customers service review
Take an active role in preparing, organizing reward and recognition at Town Halls and Buzz nights, TL meetings and conferences, and support the messages rolled out across the Area and Nation. 
Participate in a monthly Ops SWOT meeting
Requirements:
University degree, business level English, Chinese speaking and writing skills  
At least 10 years in travel industry operations environment
At least 3 years in team management of not less than managing a team of 5
Excellent communication and articulation skills
Familiar with international Air/land, leisure and/or Corporate travel product and industry  
Familiar with major GDS and other industry standard operations systems.
Business acumen on operations management and basic knowledge on financial analysis
People manager with good influencing and motivation skill
Highly discipline and process driven
Have continuous improvement mindset and committed to their own personal development
Leads by example in attitude, customer focus and service delivery.
Willingness to contribute to people and the business
Passionate about the company and culture
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