The Head of Operation is responsible for the organization’s daily operations, including reservations and quotations of tour & ticketing, visa application, and travel coordination. This includes developing protocols and safety standards to ensure smooth operations using financial, people and resource management. S/he is resourceful with strong organizational and interpersonal skills. S/he is able to manage good working relationships with vendors and manages any issues with them. S/he works well in a team and works closely with internal stakeholders to provide feedback on products and services. S/he gives strategic guidance on the plans covering all operational aspects.

• Oversees all activities of the entire Operation department and reports directly to the Chief Operating Officer. The Head of Operations provides support to the Chief Operating Officer and the business in advancing overall company goals and objectives.
• Develops and implements Operational strategy and plan to maximize operational performance, cost effectiveness, improve decision-making, and ultimately drive operational effectiveness, efficiency, integration, and synergy.

KEY ACCOUNTABILITIES

• Leads the entire Operation department, overseeing all activities of Operation Lead Managers, Managers, and junior staff members in ensuring proper execution of the company plan to deliver objectives.
• Supervises the Operational personnel and ensures accurate execution of their duties. Acts as a mentor to key managers and talents to encourage their professional growth and to prepare them for the succession of higher positions in the future.
• Assists the operation department Lead Manager and Manager in the development and implementation of the Operational plan of their respective areas, and long-term strategy to maximize customer satisfaction and customer share growth.
• Works with Head of Business Development, Head of Marketing, Head of Sales & Service to develop and implement Commercial Strategy and Plan to grow revenue, market share, and profitability.
• Contributes to Product Development by offering operational inputs and destination management capability to achieve competitive product advantages, cost leadership, and operational efficiency. Ensures appropriate product training and refreshment programs are conducted for relevant personnel to achieve the excellence execution of new product launch and improve existing product quality.
• Champion product quality by ensuring finer detail quality assurance of vocations or tours such as hotel, accommodation, meals, conveyance, and other services; and take immediate troubleshooting and fix the glitches and provide the best available alternative to tourists end route, if any. Ensuring a smooth and unparalleled customer experience in the entire customer journey. Identify constraints and opportunities throughout the process and build an improvement plan to continue raising the bar of operational performance.
• Heads and manages Operation Finance to obtain robust costing management, compliance with financial policies, and internal memoranda. Manages the Operation department budget processes and produces supply forecasting, customer reports, and market intelligence reports in a complete, accurate, and timely manner. Additionally, plays a leading role in the optimization of operational management systems and processes.
• Keeps the Operation department abreast of changes in the industry, legislations, regulations, and ensures that all operational transactions across the business are in legal compliance. Conducts research and identifies opportunities for businesses to continue raising the bar of business performance.
• Evaluates and analyses industry dynamics, operational performances by service category, and markets to provide recommendations and solutions to further enhance Operational effectiveness. This includes a detailed understanding of customer requirements and behavior, knowledge of operational details and challenges, by utilizing and recommending appropriate information tracking tools to assist in implementing strategy.
• From all available sources, maintains and updates detailed information of destinations, modes of travel, accommodation, sightseeing, immigration, health, and security rules about various permits required to travel, tour products, costing and pricing packages, tours, and other optional tours. Evaluates all available options and offers recommendations to provide a unique and unforgettable travel experience to tourists during their journey. Such information is to be shared regularly and timely manner with relevant team members and cross departments to ensure accurate usage for the greater good of the customers.
• Sponsors the collective efforts in putting in place effective vendor management practices, enabling effective advancement of new products or plant Introduction to promote an exotic destination, Compliance with the destination’s regulations, Establishing dependable contacts and engagement capability in the destination.

Education

• Bachelor’s degree in business administration, preferably in Tourism and Hospitality Management.
• The equivalent of the same in practical experience is also acceptable.  

Experience

• A minimum of 10 years of relevant working experience, with 5 years in management roles.

MS Office and Software

• Possess good computer skills, being proficient in Digital Social Apps, MS Excel, MS Outlook, and PowerPoint, which will all be necessary for the effective performance of the creation of reports, proposals, and recommendations.

Other Skills

• Effective in handling multiple projects and meeting tight deadlines, be result and detail oriented, be self-starter, be proactive, going beyond the call of duty, be a person of high integrity, be comfortable working in a highly collaborative setting, can learn and adapt quickly, has exceptionally good problem-solving, selling and negotiation skills, be an outspoken and comfortable in dealing with major clients.
• Exceptionally good communication skills, portraying an ability to influence cross-functional teams and senior leadership teams as well as stakeholders in a unified direction and with a common vision.
• Confident yet likable and relatable individual who can form strong and meaningful relationships with others, which will inspire trust and confidence.