Operations Manager|Travel Domain

IGT Solutions; Bengaluru; On-site; INR 1,500,000 - 2,700,000; Full time

Job summary

IGT Solutions Pvt. Ltd. seeks an experienced Manager - Operations in Bengaluru to oversee end-to-end travel operations, including bookings, customer support, and service delivery. The role emphasizes process excellence, KPI monitoring, and delivering high customer satisfaction.

You will lead travel teams, manage vendor relationships, and drive efficiency through Lean/Six Sigma initiatives while collaborating with Sales, Finance, Quality, and HR to meet business objectives.

Qualifications

• Bachelor's degree in Business Administration, Hospitality, Tourism, Travel Management or related field.
• MBA or relevant postgraduate qualification preferred.
• 8-12 years of experience in Travel Operations, with 3-5 years in a managerial role.
• Experience in Corporate/Leisure Travel, OTA or Travel BPO.

Responsibilities

• Manage end-to-end travel operations (domestic and international).
• Ensure seamless travel services including flights, hotels, visas, transport.
• Lead teams of Team Leaders, Supervisors, and Travel Consultants.
• Drive process improvements to reduce costs and boost productivity.
• Prepare operational reports and dashboards for management.

Skills

Travel Operations Management

GDS (Amadeus, Sabre, Galileo)

Airline Ticketing & Reservations

MIS Reporting & Data Analysis

Vendor Management

Education

Bachelor's Degree in Business/Admin/Related

MBA or related postgrad

Tools

Power BI

Tableau

CRM Systems

Travel Booking Platforms

MS Excel (Advanced)

Job description

Job Summary

We are seeking an experienced Manager - Operations with a strong background in the Travel Industry to oversee daily business operations, drive process excellence, enhance customer experience, and ensure operational efficiency across travel services. The incumbent will lead teams managing travel bookings, customer support, vendor relationships, and service delivery while achieving key business objectives and maintaining high customer satisfaction standards.

Key Responsibilities

Operations Management

• Manage end-to-end travel operations including domestic and international travel bookings.
• Ensure seamless execution of travel services, including flights, hotels, visa assistance, ground transportation, and holiday packages.
• Monitor operational performance and implement strategies to improve productivity and service quality.
• Drive process optimization initiatives to enhance efficiency and reduce operational costs.
• Establish and monitor operational KPIs, SLAs, and performance metrics.

Team Leadership

• Lead, motivate, and develop a team of Team Leaders, Supervisors, and Travel Consultants.
• Conduct regular performance reviews, coaching sessions, and training programs.
• Manage workforce planning, scheduling, and capacity utilization.
• Foster a high-performance and customer-centric culture.

Customer Experience Management

• Ensure exceptional customer service delivery across all touchpoints.
• Handle escalated customer complaints and critical service issues.
• Implement customer retention and service improvement initiatives.
• Monitor customer feedback and identify opportunities for process enhancement.

Vendor & Stakeholder Management

• Build and maintain relationships with airlines, hotels, travel partners, DMCs, and vendors.
• Negotiate service agreements and ensure compliance with contractual obligations.
• Collaborate with internal departments including Sales, Finance, Quality, and HR.

Performance & Compliance

• Prepare operational reports and MIS dashboards for management review.
• Ensure adherence to company policies, industry regulations, and compliance standards.
• Monitor quality parameters and implement corrective action plans.
• Drive continuous improvement projects using Lean, Six Sigma, or similar methodologies.

Required Qualifications

• Bachelor's Degree in Business Administration, Hospitality, Tourism, Travel Management, or related field.
• MBA or relevant postgraduate qualification preferred.
• 8-12 years of experience in Travel Operations, with at least 3-5 years in a managerial role.
• Experience in Corporate Travel, Leisure Travel, Online Travel Agencies (OTA), Travel BPO, or Travel Process Operations.

Required Skills

Functional Skills

• Travel Operations Management
• Global Distribution Systems (GDS) - Amadeus, Sabre, Galileo
• Airline Ticketing & Reservations
• Visa and Documentation Management
• Vendor Management
• Service Delivery Management
• Workforce Planning
• MIS Reporting and Data Analysis

Leadership Skills

• Team Management
• Stakeholder Management
• Conflict Resolution
• People Development
• Decision Making
• Strategic Planning

Technical Skills

• MS Excel (Advanced)
• Power BI / Tableau (Preferred)
• CRM Systems
• Travel Booking Platforms
• MS Office Suite

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• SLA Adherence
• Productivity & Utilization
• Operational Accuracy
• Revenue & Cost Optimization
• Employee Engagement & Retention
• Quality Scores

Preferred Experience

• Experience managing large travel operations teams (50+ employees).
• Exposure to international markets and global travel operations.
• Experience in process transitions, client management, and business transformation projects.
• Knowledge of IATA guidelines and travel compliance standards.

Competencies

• Customer Centricity
• Operational Excellence
• Analytical Thinking
• Problem Solving
• Leadership & Coaching
• Change Management
• Result Orientation
• Business Acumen

Experience Required: 8-12 Years
Industry: Travel & Tourism / Travel BPO