Job Summary

The Head of Operations will oversee core travel operations, ensuring the efficient delivery of flight bookings, hotel bookings, visa processing, and MICE (Meetings, Incentives, Conferences, and Exhibitions) event bookings and coordination. This role involves leading a team, maintaining high service quality, meeting service level agreements (SLAs), and providing operational reporting.

Key Responsibilities

• Lead and manage operations executives responsible for flights, hotels, visa processing, and MICE coordination.
• Oversee end-to-end operational delivery for travel-related bookings and event coordination.
• Establish, monitor, and uphold SLAs and process standards within the operations team.
• Track and report operational metrics, including turnaround times, error rates, and customer satisfaction, to senior leadership.
• Manage relationships with internal stakeholders, including founders and business heads, and external clients, including handling escalations.
• Collaborate with sales and MICE teams to ensure operational readiness for client commitments.
• Monitor operational costs and booking margins, and report discrepancies to the finance department.
• Identify process improvements and address operational bottlenecks.
• Recruit, onboard, coach, and manage the performance of the operations team.

Qualifications

• Skills: Strong operations management, team leadership and performance management, stakeholder management, problem-solving, and verbal and written communication skills; proficiency with CRM tools, advanced Excel or Google Sheets, and the MS Office Suite.
• Education: A bachelor's degree in Business Administration, Hospitality, or a related field is preferred.
• Attributes: Proactive, detail-oriented, and results-driven, with strong organizational and leadership skills and the ability to work under pressure.

Benefits

• Competitive salary and performance-based bonuses.
• Opportunities for professional development and career advancement.
• Health and wellness benefits.
• A dynamic and collaborative work environment.

How to Apply

Interested candidates can click the “Apply Now” button to submit their application.