Operations Manager

MISSION:

As an Operations Manager, you are responsible for supervising and coordinating the Operations (OPS) team to ensure the smooth execution of travel experiences. You oversee team organization, guarantee optimal responsiveness in case of emergencies, and anticipate resource needs to avoid any saturationor shortage of services (guides, transportation, accommodations, etc.).

You play a key role in thecontinuous improvement of processes, in maintaining strong supplier relationships to optimize qualityand costs, and in ensuring strict compliance with accounting and administrative standards.

RESPONSIBILITIES:

Team Management & Coordination

● Supervise the OPS team, ensuring full compliance with the organisation’s processes and

standards.

● Provide continuous training, coaching, and support to team members to enhance performance and efficiency.

● Ensure a fair and efficient distribution of responsibilities and workload within the Operations department.

● Implement and enforce clear emergency management procedures and guarantee optimal team availability.

● Ensure smooth, fluid, and effective communication with all internal departments to strengthen coordination.

Contracting, Administration & Supplier Relations

● Ensure that all required contracts are signed within the defined deadlines.

● Negotiate and maintain competitive supplier rates while ensuring high-quality service

standards.

● Develop and expand the supplier network to anticipate peak-season needs and avoid any

service shortages.

● Conduct active market research to identify opportunities for improvement in quality and

pricing.

● Take into account the needs of the Production and Sales teams when selecting and validating partners (family-friendly accommodations, specific activities, etc.).

● Regularly renegotiate contracts to optimize both costs and service quality.

Ensure that all necessary accounting documents for file closing are collected and transmitted promptly to the Finance department, in full compliance with internal expectations.

● Maintain strict oversight of all administrative and accounting obligations in line with Head

Office requirements and applicable regulations.

● Ensure that all internal procedures comply with current fiscal and accounting standards.

Operations & Quality Control

● Respond quickly and efficiently to all operational requests and urgencies.

● Supervise all bookings, validate their compliance before client departures, and ensure that no operational detail is overlooked.

● Support Travel Experts in managing client incidents and coordinate their resolution efficiently.

● Implement structured procedures to resolve issues encountered by travelers on tour (Guest On Tour).

● Ensure that all operational files are properly closed within management deadlines.

● Integrate and enforce a sustainability approach by adhering to Travelife sustainability criteria with the objective of certification.

Reporting & Process Optimization

● Identify and propose innovative solutions to improve operational efficiency and reduce

unnecessary costs.

● Implement performance tracking tools and KPIs to continuously adapt and optimize

operational processes.

PROFILE

● Professional fluency in English (minimum C1 level); additional languages are a strong asset

(French at C1 level is a plus).

● Minimum 2 years of experience in the travel or tourism industry.

● Strong guest-oriented mindset and service culture.

● Willingness to learn internal Computer Reservation Systems (CRS) and GDS tools.

● Motivated to become an expert in selling multiple destinations.

● Excellent interpersonal, communication, and negotiation abilities.

BENEFITS

● Salary: Fixed salary (based on profile) + monthly variable incentive

● Office based in New Delhi, Okhla Phase II

● 19 paid holidays the first year

● 1 homeworking day per week

● Insurance covered by the company

● Opportunity to grow within an international and dynamic environment.

● Exposure to diverse markets and multicultural teams.

HOW TO APPLY

If you believe this opportunity aligns with your experience and aspirations, please send your CV and

cover letter on this link : https://connect.shantitravel.com/en/jobs

Job Types: Full-time, Permanent

Pay: ₹50,000.00 - ₹70,000.00 per month