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Deputy Director (International)

Posted on 2024-04-22


Greenwich, United Kingdom
Job Description
Looking to take your career in operations to the next level?   Twin Group is seeking a Deputy Director (International) to join our International Operations team.   As the Deputy Director (International), you will report to the International Director.  The primary purpose of the role is to ensure all international operational systems and processes are consistent, automated, and highly efficient across all Twin centres.

The ideal candidate will have exceptional operational and commercial management skills, along with a strong ability to manage teams, and build strong relationships with suppliers and partners.   You'll be the go-to person for all key partners, negotiating rates and contracting across all services. You will have experience in international operations, specifically EFL and group travel.  

You will also be responsible for managing and leading teams, analysing suppliers’ quality, financial controls, pricing, administration, and margin control.   You'll work closely with the international business development team to manage and plan operational services and bookings and manage a team of direct reports to deliver first-in-class efficient customer services from booking to fulfilment and post-programme quality feedback.

Above all, we're looking for a high-energy, can-do, results-driven individual who can get things done.   Frequent travel to all Twin's year-round schools and summer centres will be required.

  • Develop and build a team responsible for Operations, Year-round Schools, Accommodation, School Group Travel, School Integration and Admissions with the unified aim of meeting and exceeding customer expectations.
  • Responsible for ensuring continued compliance of Twin’s supply chain
  • Identify opportunities  to drive quality improvement in all processes and procedures to maximise  productivity and return on resource and systems investment
  • Work in partnership  with the  Business Development teams to  proactively establish future sales demand and patterns to ensure timely and efficient sales fulfilment
  • Implement & manage a system to measure the response time to enquiries/bookings for customer supply or information
  • Establish a Customer Charter that we can publish and honour with response times across the customer journey
  • Respond to customer issues on the ground in a timely manner
  • Build productive relationships with other departments within the business to deliver a joined-up approach to serving the customer
  • Ensure all administrative processes and procedures are automated
  • Establish reporting systems that provide relevant information to assist in the smooth running of all areas of operation
  • Seek out and identify opportunities to improve systems and processes, make changes
  • Establish robust controls to ensure invoices reflect the service provided at all times – margin control
  • Oversee the performance of key suppliers and seek opportunities to continuously improve the supply chain delivery and profitability standards
  • Lead on the accommodation procurement strategy for all accommodation in all centres.  London, Eastbourne, Dublin, Valencia.
  • Manage ongoing capacity demands in accommodation across our Direct & Local Organiser Homestay, Flatshare, Residential and Hotel procurement
  • Negotiate and finalise contracting for any new accommodation to fulfil the overall accommodation strategy as well as other supplier arrangements
  • Analyse the supplier base and identify and realise opportunities to deliver margin gains
  • Contribute to the business development and new product strategies and marketing/promotions for the international business
  • Develop a multi-skilled team that are able to fulfil the seasonality demands of the business
  • Ensure that Safeguarding and Prevent policies and processes are adhered to and Safer Recruitment is applied to all new recruits 
  • Ensure full compliance with UKVI procedures
  • Manage the development and performance of all direct reports and their teams to deliver the division’s objectives and targets
  • Responsible for ensuring the out-of-office emergency cover rota is up to date and communicated to all staff
  • Responsible for ensuring all staff on the rota receive appropriate training and are briefed and debriefed prior to them providing emergency cover
  • Emergency cover
  • Out-of-office emergency cover planning

Principle Accountabilities:
  • Contribute to the delivery of the group’s financial targets
  • Deliver the KPI’s for each of the areas of responsibility within the remit of the role
  • Deliver the annual objectives agreed with the International Director
  • Work within operational budgets for all inbound services
  • Maintain data accuracy for inbound operational services
  • Exceed the customer satisfaction expectations as measured by the customer satisfaction metrics
  • Deliver margin improvements in the supplier base across all facets of the operation e.g. accommodation, attractions, travel etc.  Creating a high-performing multi-skilled team that is able to flex in capacity to deliver the seasonal peaks and troughs
  • Compliance management, ensuring all operation provision is compliant with ISI, BC, Accreditation UK, UKVI, GNIB, MEI, ACELs, & EAQUALS.

  • Commercial experience that includes supply chain development, management, procurement, contracting, SLA delivery and partnership
  • Financial management ability, experience of interpreting financial documentation including budgets and profit and loss accounts
  • Operational delivery experience with a demonstrable track record of success in managing operational teams
  • Significant proven experience in achieving key performance and financial targets
  • Experience working within an international group and streamlining processes and procedures
  • Management experience in working with other departments to help achieve company and personal goals
  • Experience in supply chain procurement and management
  • CRM, CLASS or other MIS programme and Website management experience 
  • Salesforce knowledge (desirable)
  • Experience of leading in BC, ISI or ACEL inspections (essential)
  • Customer service experience
  • IT literate

  • Graduate or equivalent 
  • Demonstrable educational level commensurate with the needs and scope of the role

Personal attributes
  • A change maker
  • A leader and motivator
  • An eye for detail
  • Results driven
  • An influencer and an excellent negotiator
  • Good interpersonal skills and a collaborative management style
  • Analytically strong with an ability to problem-solve
  • Thrives in a challenging environment
  • A keen advocate of operational excellence in all areas
  • A strategist, with the ability to combine a strategic view with operational detail
  • An ability to constructively challenge the status quo with a solutions-based approach

  • Ensure that we meet, in all relevant areas, our legal responsibilities and inspection criteria at all times [including in public arenas such as web and brochures] as set out by our accrediting bodies i.e. British Council, Independent Schools Inspectorate as well as Government Departments e.g. UK Border Force, UKVI, Local Authorities, GNIB, MEI, ACELs, & EAQUALS etc.
  • Capacity building Twin’s accommodation portfolio to deliver the annual sales plan
  • Establishing a profitable supply chain
  • Improving the quality of group operational  service
  • Managing financial targets
  • Staff management and development (Safer recruitment, onboarding, probations, appraisals, 1-1 KPI meetings, PDRs, staff retention, general HR duties).

Hours of work: 9.00 – 5.30 pm Monday to Friday during high season out-of-hours work required, including weekends and evenings.
Salary - £55,000 - £60,000 per annum dependent on experience 

Benefits: up to 25 days annual leave + bank holidays + Birthday Day off, per year; Long service award, an extra day annual leave per year completed, up to 5 additional days; 5 days paid sick leave per year; Employee referral scheme, up to £500 per successful referral; Sabbatical Leave the right to request up to 1 months unpaid sabbatical leave; Season ticket loan of up to £1000 per year; Pension contributions; Career development opportunities; 2 volunteering days per year; ability to purchase an additional 3 days annual leave per year; Death in service benefit, including an Employee Assistance Programme.

Please Note:  
The successful candidate must be able to work in the UK. 
Twin is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. 
Successful applicants will be required to undertake a standard or an enhanced disclosure via the DBS, depending on the role itself. 
  • All gaps in CVs must be explained satisfactorily.
  • Proof of identity and qualifications will be required.
  • Successful candidates will be required to complete a one-hour online safeguarding training before commencing employment.
We are dedicated to ensuring that all job applicants and members of staff are treated equally, without discrimination on the grounds of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age. 

Disability Confident Employer 
Disabled applicants should indicate in the Equality of Opportunity section of the application form if they wish their application to be given consideration under the Disability Confident scheme.  
If you are invited to interview, please advise the recruitment administrator what adjustment you would require at the interview in as much detail as possible to enable arrangements to be put into place.  
We ask all applicants if they want to be considered under this scheme.  By opting in to this scheme, you are disclosing that you have a disability solely for the purpose of the interview guarantee and we will not assume nor infer that you wish to disclose or record your disability in any other way – including any reasonable adjustments you may need if you are employed. 

Access to Work Scheme  
You can apply for Access to Work if you need support to get back to work. 
You can apply using the online service or apply by phoning Jobcentre Plus on: 
Telephone: 0800 121 7479 
Textphone: 0800 121 7579 


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