Operations Manager

Our client is a leading inbound destination management company in Africa, with an established footprint across Kenya, Tanzania, Uganda, Botswana, Namibia, and South Africa. The organization delivers high-quality, customized travel solutions through a team of experienced travel consultants, offering a comprehensive portfolio that includes private guided tours, FIT arrangements, group travel programs, and MICE solutions. The company is built on strong professional partnerships, underpinned by robust operational systems, governance, and best-in-class processes. It is widely recognized for its deep destination knowledge, operational excellence, and ability to deliver distinctive tour and safari experiences at competitive value. As part of its continued growth strategy, our client is seeking to attract talented, driven, and high-performing professionals across several departments. These opportunities are suited to individuals who thrive in structured, performance-oriented environments and are motivated by the opportunity to contribute to a reputable, fast-growing organization while advancing their professional careers. Interested candidates are invited to review the specific role requirements and follow the application instructions provided at the end of the advert. 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.

SOP compliance rate; reduction in operational errors and service deviations.

• Ensure standardized operational processes are followed within the region. 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...