Oversee daily operations and lead our high-performing team. The candidate will be responsible for streamlining operational workflows, driving business growth, and ensuring the highest standards of premium service that our clients expect. He/She will serve as a bridge between high-level strategy and day-to-day execution. The ideal candidate possesses strong leadership capabilities, extensive experience in the travel and tourism industry, and a proven track record of operational excellence and team development.

Daily Operations & Efficiency:

• Oversee and optimize day-to-day operations of the travel agency to ensure seamless delivery of services.
• Implement, review, and refine operational policies, procedures, and workflows to increase efficiency and productivity.
• Monitor daily performance metrics and address any operational bottlenecks immediately.
• Ensure full compliance with local travel regulations, insurance mandates, and industry standards.

Team Leadership & People Management:

• Lead, mentor, and motivate a diverse team of travel consultants, operations staff, and department heads.
• Set clear performance goals, conduct regular performance evaluations, and foster a culture of accountability and continuous improvement.
• Identify training needs and coordinate professional development programs to keep the team updated on industry trends and destination knowledge.
• Collaborate with HR on recruitment, onboarding, and retention strategies for top talent.

Strategic Planning & Reporting:

• Work closely with the COO to align operational goals with the company’s long-term strategic vision.
• Prepare and present regular operational and financial reports, KPIs, and progress updates to the COO.
• Analyze market trends, competitor activity, and customer feedback to identify new business opportunities and areas for improvement.

Financial Management:

• Assist the COO in budget preparation, forecasting, and expense management to ensure profitability.
• Manage relationships and negotiate contracts with key suppliers, including airlines, hotels and ground agencies.
• Ensure cost-effective operations without compromising quality of service.

Customer Experience & Quality Assurance:

• Uphold company’s reputation for excellence by ensuring outstanding customer service across all touchpoints.
• Act as the ultimate escalation point for complex client issues, resolving complaints or emergencies gracefully and efficiently.

• Bachelor’s degree in Business Administration, Hospitality, Tourism Management, or a related field. An MBA or advanced degree is a plus.
• Minimum of 5–7 years of managerial or leadership experience, specifically within a travel agency, tour operator, or premium hospitality brand.
• Proven experience managing operations, budgets, and cross functional teams.
• Deep understanding of the travel industry, corporate & retail travel trends, and global destinations.
• Familiarity with travel tech tools, Global Distribution Systems (GDS like Amadeus/Sabre), CRM software, and reservation platforms.
• Strong capability to inspire, manage, and develop a high performing team.
• Exceptional verbal and written communication skills; ability to communicate effectively with the team, vendors, and C-level executives.
• Strong crisis-management skills with the ability to think on your feet and make sound decisions under pressure.
• Comfort working with budgets, P&L statements, and data driven KPIs.
• Customer-centric mindset, and a sharp attention to detail.
• Strong analytical, strategic thinking, and problem-solving abilities.