Head of Operation_Corporate & Marine

Tripjack; Mumbai; Sur place; INR 4 000 000 - 7 500 000; Plein temps

Résumé du poste

TripJack is seeking an experienced Head of Operations for Corporate and Marine Travel to lead end-to-end operations, optimize processes, and drive client satisfaction. You will manage large corporate accounts, oversee ticketing, servicing, and changes, and work with senior leadership on strategic initiatives.

The role requires strategic thinking, strong stakeholder management, and a track record in travel operations.

Responsabilités

• Lead the Corporate and Marine Travel Operations function and ensure smooth day-to-day service delivery.
• Develop and execute operational strategies aligned with TripJack’s objectives and growth plans.
• Manage end-to-end travel operations including ticketing, servicing, changes, cancellations, refunds, and client support.
• Drive process standardization, automation, and continuous improvement across operations.
• Establish and monitor SLA, TAT, productivity, quality, and customer satisfaction metrics.
• Build and maintain relationships with airlines, GDS providers, suppliers, and travel partners.
• Negotiate with suppliers to secure competitive terms and service quality.

Description du poste

TripJack: A Great Place to Work® and the trusted tech platform for over 60K+ travel agents across India!

We’re proud to be Great Place to Work® Certified™ workplace, reflecting the trust, pride, and sense of belonging our people feel every day. This recognition reflects our commitment to a culture where our teams grow, collaborate, and drive the future of travel technology, while consistently delivering excellent service to our agent partners.

With over 35+ years of travel experience between the founders, TripJack has always prioritized the needs of travel agent partners. TripJack’s integrated platform offers content from 750+ airlines, 2 Mn+ Hotels including services across Corporate Travel, Travel assistance and Insurance, Rail and Marine segments. With a superior tech platform, seamless agent pre- and post-booking journeys, and 24/7 customer service, we are on a mission to transform the travel booking & management experience for our agent partners.

Role

Head of Operations – Corporate & Marine

Experience

15+ Years

Job Summary

We are looking for an experienced and strategic Head of Operations – Corporate & Marine to lead and manage the end-to-end operations for TripJack’s Corporate and Marine Travel businesses. The role will be responsible for driving operational excellence, service delivery, customer satisfaction, process improvement, commercial efficiency, team productivity, and business growth across Corporate and Marine Travel operations. The incumbent will work closely with senior leadership, key corporate and marine clients, airlines, suppliers, GDS partners, and internal stakeholders to ensure seamless service delivery, operational scalability, and achievement of business and financial objectives. The ideal candidate should have strong experience in Business Travel Operations, Corporate Travel, Marine Travel, strategic implementation, process improvisation, supplier management, client management, and P&L ownership, with a strong understanding of the travel and aviation ecosystem.

Job Responsibilities

• Lead the overall Corporate and Marine Travel Operations function and ensure smooth day-to-day service delivery.
• Develop and execute operational strategies aligned with TripJack’s business objectives and growth plans.
• Manage end-to-end travel operations covering corporate travel, marine travel, ticketing, servicing, changes, cancellations, refunds, reissues, and client support.
• Drive operational excellence through process standardization, automation, digital transformation, and continuous process improvement.
• Establish and monitor SLA, TAT, productivity, quality, service delivery, and customer satisfaction metrics.
• Ensure effective management of corporate and marine client requirements and deliver a high level of service experience.
• Build and maintain strong relationships with airlines, GDS providers, suppliers, travel partners, and strategic vendors.
• Negotiate with suppliers and partners to secure competitive commercial terms, improved service quality, and operational efficiencies.
• Identify opportunities for cost optimization, revenue improvement, and margin enhancement.
• Take ownership of operational budgets and contribute towards P&L management and profitability.
• Lead, mentor, and develop a high-performing operations team across Corporate and Marine Travel.
• Establish clear performance metrics and drive team productivity through regular reviews and performance management.
• Work closely with Sales, Business Development, Finance, Technology, Product, HR, and senior management teams.
• Handle operational escalations and ensure timely resolution of critical client and business issues.
• Identify operational risks and implement appropriate controls to ensure business continuity.
• Use operational data and analytics to identify trends, improve decision-making, and enhance overall performance.
• Ensure adherence to company policies, travel industry standards, commercial agreements, and operational SOPs.

Key Responsibilities

• Own and lead Corporate & Marine Travel Operations and ensure seamless and scalable end-to-end service delivery.
• Manage large corporate travel accounts and their operational requirements.
• Ensure efficient ticketing, servicing, amendments, cancellations, refunds, and reissues.
• Own operational contribution towards business profitability and P&L.
• Identify opportunities for cost reduction and margin improvement.
• Build strong relationships with key corporate and marine clients.
• Drive customer satisfaction and retention through superior service delivery.
• Identify operational gaps and implement process improvements.
• Drive automation and technology adoption across operational workflows.
• Partner with senior leadership to develop Corporate & Marine operational strategy.
• Support business expansion and onboarding of new clients and business verticals.