Head of Operations India Travel Process

Job Title: Head of Operations India Travel Process

Location: Udyog Vihar, Gurugram

We are a U.K. based travel company and looking for head of operations for our India process.

Job Summary: The Head of Operations for the India Travel Process will oversee all aspects of the companys operations in the Indian travel sector. This leadership role is responsible for managing day-to-day operations, ensuring operational efficiency, enhancing customer experience, and optimizing process workflows within the travel service vertical. The Head of Operations will work closely with cross-functional teams, implement strategies to improve service delivery, ensure regulatory compliance, and deliver cost-effective and high-quality travel services to clients.

Key Responsibilities:

1. Leadership & Team Management:
• Lead and manage a diverse team responsible for various travel operations functions, including reservations, customer service, bookings, itineraries, and supplier management.
• Set clear goals and KPIs for the operations team, ensuring alignment with company objectives and travel industry standards.
• Drive team collaboration to meet operational and customer service excellence.
2. Operational Strategy & Execution:
• Develop and execute the overall operational strategy for the India Travel Process in alignment with the company’s objectives.
• Ensure operational processes are streamlined and efficient, focusing on improving customer satisfaction and service delivery.
• Monitor and manage the daily operations of the travel process, ensuring smooth workflow from booking to post-trip support.
• Oversee resource allocation, ensuring the right balance of staff and technology to meet operational demand.
3. Process Optimization & Continuous Improvement:
• Continuously evaluate and improve operational workflows to reduce inefficiencies, minimize delays, and enhance customer experience.
• Implement best practices, automation, and digital solutions to optimize travel booking, payment processing, and customer service.
• Use data-driven insights to recommend and implement improvements that drive both productivity and customer satisfaction.
• Lead initiatives to incorporate new technologies and tools that enhance operational capabilities and customer experience.
4. Quality Assurance & Compliance:
• Ensure all travel operations comply with industry regulations, Indian and international standards, and company policies.
• Maintain high service quality and operational standards in the areas of travel bookings, customer communication, vendor management, and invoicing.
• Establish and enforce standardized operating procedures (SOPs) for all aspects of the travel process, from initial inquiry to post-travel feedback.
• Monitor quality metrics, customer feedback, and complaints, and implement corrective actions where necessary.
5. Customer Experience & Satisfaction:
• Drive customer-centric operations, ensuring the team delivers exceptional service to clients at every touchpoint.
• Resolve escalated customer issues quickly and effectively, ensuring high levels of satisfaction.
• Develop and implement strategies to enhance the overall customer journey, from inquiry and booking to post-trip engagement.
• Monitor customer satisfaction metrics and ensure the team continuously meets or exceeds customer expectations.
• Collaborate with senior leadership to define and report on key business objectives and strategic initiatives.

Key Requirements:

Experience:

• Minimum of 6+ years of experience in operations management, with at least 4 years in a leadership role within the travel, tourism, or hospitality industry.
• Proven experience managing large teams and overseeing end-to-end travel processes (e.g., bookings, reservations, customer support, vendor management).
• Strong understanding of the travel industry, including trends, technologies, and challenges.
• Experience in managing customer-facing operations and a focus on customer service excellence.
• Skills & Competencies:
• Strong leadership and people management skills, with the ability to inspire and manage teams across different functions.
• Exceptional problem-solving skills with the ability to navigate complex operational challenges.
• Excellent communication and interpersonal skills, with the ability to build relationships with stakeholders, clients, and vendors.
• Proficient in using travel industry tools, CRMs, booking platforms, and operational software.
• Financial acumen, with experience in managing budgets, tracking expenses, and optimizing cost-efficiency.
• Knowledge of regulatory requirements specific to the Indian travel industry, including tax regulations, compliance, and safety standards.
• Strong analytical skills with the ability to leverage data to inform decisions and improve operational outcomes.

If your profile matches the details mentioned above, please share your updated resume at 8447602888/7827264289 for shortlisting your profile if you belong to the travel domain only.