Head of Operations

AERTiCKET India, part of the world’s leading travel consolidator with €3.5B+ annual sales and presence in 40+ countries.

Head - Operations

Reports to

Position Overview:

The Operations Head is responsible for overseeing the daily operations of the team, ensuring the smooth functioning in the department, and maintaining high levels of customer satisfaction. This role involves strategic planning, team management, process optimization, and collaboration with various stakeholders to drive business growth and efficiency.

Key Responsibilities:

Operational Management:

• Oversee and manage all operational activities of the company, including ticketing, reservations, customer service, and tour operations.
• Ensure all operations are conducted efficiently, cost-effectively, and in compliance with industry standards and regulations.
• Develop and implement operational policies, procedures, and best practices to enhance productivity and customer satisfaction.

Team Leadership

• Lead, mentor, and motivate a diverse team of travel consultants, customer service representatives, and support staff.
• Conduct regular performance evaluations, provide feedback, and identify training and development needs.
• Foster a positive and collaborative work environment, encouraging teamwork and innovation.

Customer Service:

• Ensure exceptional customer service standards are met across all touchpoints.
• Handle escalated customer inquiries and complaints, resolving issues promptly and effectively.
• Monitor customer feedback and implement strategies for continuous improvement.

Strategic Planning

• Collaborate with senior management to develop and execute strategic plans for business growth and market expansion.
• Analyse market trends, competitor activities, and customer preferences to identify new business opportunities.
• Develop and manage budgets, forecasts, and operational KPIs.

Supplier and Partner Management

• Build and maintain strong relationships with airlines, hotels, tour operators, and other travel-related service providers.
• Negotiate contracts and agreements to secure the best deals and services for the agency and its clients.
• Ensure timely and accurate payment processing and account reconciliation with suppliers.

Technology and Innovation

• Stay updated with the latest travel technology and tools to streamline operations and enhance customer experience.
• Oversee the implementation and maintenance of travel management software and systems.
• Promote the adoption of innovative solutions to improve operational efficiency and service delivery.

Compliance and Risk Management:

• Ensure compliance with local, national, and international travel regulations and industry standards.
• Implement risk management strategies to safeguard assets and reputation.
• Conduct regular audits and reviews to ensure adherence to policies and procedures.

Qualifications:

• Bachelor’s degree in Business Administration, Travel Management, Hospitality, or a related field. A master’s degree is a plus.
• Proven experience in an operations management role within the travel industry.
• Strong leadership and team management skills.
• Excellent communication, negotiation, and interpersonal skills
• Proficiency in travel management software and other relevant technologies
• Ability to analyse data, develop strategic plans, and drive operational excellence
• Strong problem-solving skills and attention to detail.
• Knowledge of industry regulations and compliance requirements.