Head of Operations

Job Title: Head of Operations

Location: Calicut, Kerala (Full-time, Onsite)

Reporting to: CEO / Managing Director

Team Size Managed: ~80+ Employees

Delivery Centres: India (Calicut), Egypt (Cairo)

Support Presence: UAE, Qatar, Saudi Arabia

Departments:

Finance & Accounting

Travel Contact Centre Services (Holidays, Visa Documentation, Ticketing, Unused Refunds)

Digital Services

Website Development

IATA Accreditation Assistance

About Skybook Global

Skybook Global is a leading Travel BPO and consulting company, offering outsourcing support to over 100 travel agencies across the GCC and beyond. Backed by Nucore Software Solutions, we provide specialized services in finance, customer support, IATA consultancy, web development, and digital marketing. With delivery centres in Calicut (India) and Cairo (Egypt), and regional sales & operations support in UAE, Qatar, and Saudi Arabia, we are scaling rapidly and seeking a seasoned Head of Operations to lead service delivery excellence.

Role Overview

The Head of Operations will oversee and optimize multi-location service delivery across Skybook’s business units. This role is responsible for ensuring SLA adherence, team performance, resource utilization, client success, and scalable process implementation. The right candidate will have a global operations mindset and hands-on leadership style.

Key Responsibilities

• Multi-Centre Operations Management

Direct and coordinate service delivery across Calicut and Cairo delivery centres.

Align regional operations with global SLA commitments and service quality benchmarks.

Maintain oversight of performance, capacity planning, and workforce optimization across centers.

• Team Leadership

Lead a team of 80+ across 5 departments, with structured reporting via team leads.

Build a strong leadership pipeline within departments.

Create a performance-driven culture through KPIs, structured reviews, and incentive programs.

• Client Service & Escalation Management

Act as the senior escalation point for delivery challenges across all services.

Conduct regular performance and review meetings with key clients and account managers.

Ensure client satisfaction through consistent communication and feedback loops.

• Cross-Departmental Oversight

Finance & Accounting: Oversee reconciliation, MIS, audits, and regulatory reporting.

Travel Contact Centre: Ensure smooth handling of ticketing, visa processing, holidays, and unused refunds.

Digital Services & Web: Supervise timelines and delivery quality of web/digital projects.

IATA Assistance: Guide the team in client documentation and compliance for accreditation.

• Performance Monitoring & Process Optimization

Drive operational excellence using tools like Zoho CRM, TRAACS, and other internal systems.

Establish SOPs and workflows for each department to reduce errors and improve speed.

Lead regular internal audits and implement continuous process improvement initiatives.

• Regional Coordination & Expansion Support

Coordinate with support teams in UAE, Qatar, and Saudi Arabia to ensure localized alignment.

Work with the leadership team to prepare operational readiness plans for new market expansion (e.g., Europe & Africa).

Travel occasionally for regional reviews or onboarding support.

Qualifications & Requirements

_ Education_

Bachelor’s degree in Business, Operations, or related field (MBA preferred).

Experience

8–12 years of experience in operations, service delivery, or business process management.

Experience leading multi-location teams in a BPO, travel outsourcing, or consulting environment.

Proven track record of managing 50+ team members across functions and regions.

Skills

Operational leadership with a deep understanding of outsourcing dynamics.

Proficiency in CRM, ERP, and project management tools (Zoho, TRAACS, etc.).

Strong communication, analytical thinking, and stakeholder management.

Exposure to travel domain operations and regulatory processes (VAT, IATA, refunds, etc.) is an added advantage.

What We Offer

Strategic leadership role in a fast-scaling global outsourcing company.

Cross-border exposure and ability to shape operations across continents.

Competitive compensation + performance-based incentives.

Collaborative leadership and growth-focused culture.

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Schedule:

• Day shift

Supplemental Pay:

• Performance bonus

Ability to commute/relocate:

• Nellicode, Calicut, Kerala: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: In person