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TBR Global Chauffeuring

Head of Operations

Office location
Hong Kong
Reporting to
General Manager (Hong Kong)
Full time
Overall purpose
This role will be responsible for the overall service delivery of all operational functions (account managers, reservations and control team) and will directly manage Hong Kong's operations team. This role will also lead our Hong Kong operations team to execute the overall strategic direction of TBR.
Main responsibilities
  • Monitor the day-to-day delivery of the programs and services of TBR, to maintain and where possible, improve quality incorporating KPI setting and evaluation
  • Oversee the efficient and effective day-to-day operation of our Hong Kong office
  • Maintain outstanding relationship management with key accounts
  • Manage and service selected existing accounts
  • Act as the escalation point for any service delivery issues that may occur
  • Ensure Supplier Feedback Levels (Negative) are met in line with company expectations and reviewed weekly with the relevant Team Lead
  • Defining Hong Kong SLA’s, ensuring these are met
  • Act as a professional leadership figure, providing ongoing development coaching and performance management of direct reports
  • Ensure that all processes are adhered to, in order to deliver the highest possible standards of quality
  • Develop an operational plan which incorporates goals and objectives that work towards the strategic direction of TBR, including monitoring performance goals that meet efficiency levels, targets and quality assurance standard
  • Identify and evaluate the risks to the organisation’s employees and implement the relevant measures to mitigate risks
  • Ensure departmental managers plan workload and resourcing activities in-line with expected business volumes and within financial targets
  • Ensure that all training manuals are maintained and updated on a regular basis
  • Work with pricing assistants and suppliers, to ensure pricing accuracy is above 99%
  • Maintain detailed records of vehicle servicing and inspection and scheduling regular vehicle maintenance, to ensure operational efficiency, alongside other fleet management duties
Skills required
  • Maintain excellent relationships with vendors and suppliers
  • Ensure supplier Service Level Agreements (SLA) are met in line with company expectations
  • Work onsite at events, as and when required
  • Oversee the planning, implementation, execution and evaluation of special projects
  • Maintain regular and professional attendance, punctuality and personal appearance
Other responsibilities
  • Accountable for achieving operational SLA rate
  • Responsible for timely reporting data for operational review
  • Set and help the operational staff achieve their KPIs
  • Achievement of strategic objectives, defined by company management