Travel Operations Manager

Job Purpose

The Travel Operations Manager will lead operational excellence and deliver exceptional travel services across various verticals, including B2B, retail, corporate travel, call center operations, and support services etc. The role requires proactive management of daily operations, team performance, compliance adherence, and stakeholder communication. It also involves driving continuous improvement, cost optimization, and aligning operations with business goals.
Key Result Responsibilities

-    Oversee daily operations, ensuring seamless communication and alignment among all relevant stakeholders.
-    Implement and monitor KPIs to evaluate and optimize operational performance, ensuring alignment with business objectives and quality standards.
-    Address escalated customer concerns promptly and maintain operational excellence by applying industry best practices in processes, reporting, and team management.
-    Analyze performance reports and trend data to identify deficiencies, recommend solutions, and drive continuous process improvements.
-    Lead, train, and motivate the operations team to achieve performance and customer service goals.
-    Manage team performance through coaching, career planning, and performance evaluations, while fostering a collaborative and engaging work environment.
-    Address attrition challenges proactively and ensure timely backfills for operational stability.
-    Oversee staff recognition programs, compensation, and performance-driven initiatives to enhance morale and productivity.
-    Ensure compliance with business rules, regulatory directives, and operational procedures, including audits and disaster recovery planning.
-    Maintain strong relationships with clients and stakeholders through clear communication, regular reviews, and KPI reporting.
-    Develop and execute strategic plans to meet client needs, address emerging trends, and implement innovative solutions.
-    Understand and evaluate current processes, identifying areas for efficiency and transformation.
-    Provide regular reports on travel costs, savings, and key performance metrics to senior management.
-    Present data-driven recommendations to improve business performance and maximize revenue opportunities.
Qualifications (Academic, training, languages)

-    Bachelor’s degree in Business Administration, Travel Management, or a related field (Master’s degree desirable).
-    IATA certification preferred.
-    Expertise in GDS systems (e.g., Galileo, Amadeus, Sabre)
-    Proficiency in MS Office, particularly Word and Excel.
Work Experience

-    12+ years in the travel industry, with a minimum of 5 years in a managerial or leadership role.
-    Strong leadership, team management, and operational efficiency skills.
-    Expertise in managing B2B, retail, and corporate travel operations.
-    Strong understanding of SLAs, KPIs, and performance management.
-    Excellent negotiation, communication, and problem-solving abilities.