Job Summary

The Head of Operations will oversee and manage all core travel operations, ensuring the effective and effective delivery of services for 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, adhering to service level agreements (SLAs), and providing comprehensive operational reporting.

Key Responsibilities

- Lead and manage a team of operations executives responsible for flights, hotels, visa processing, and MICE coordination.
- Oversee the end-to-end operational delivery for all travel-related bookings and event coordination.
- Establish, monitor, and enforce Service Level Agreements (SLAs) and process standards within the operations team.
- Track and report on key operational metrics, including turnaround times, error rates, and customer satisfaction to senior leadership.
- Manage relationships with internal stakeholders (founders, 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 margins on bookings,



reporting any discrepancies to the finance department.
- Identify opportunities for and drive process improvements to resolve 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, communication (verbal and written), proficiency in CRM tools, advanced Excel/Google Sheets, MS Office Suite.
- Education: A Bachelor's degree in Business Administration, Hospitality, or a related field is typically preferred.
- Attributes: Proactive, detail-oriented, results-driven, ability to work under pressure, strong organizational skills, and leadership qualities.

Benefits

- Competitive salary and performance-based bonuses.
- Opportunities for professional development and career advancement.
- Comprehensive health and wellness benefits.
- Dynamic and collaborative work environment.

How to Apply

Interested candidates are encouraged to click on the 'Apply Now' button to submit their application.

📌 Head of Operations - Travel (Karnataka)
🏢 MAL Group
📍 Karnataka