Senior Operations Manager - Aviana Holidays

Operations

Senior Operations Manager

Full Time/On-site

Indore

Eligibility:

In-depth knowledge of domestic & international travel operations (air ticketing, hotels, visas, packages, MICE).
Strong leadership and people management skills.
Excellent negotiation, vendor management, and problem-solving abilities.
Proficiency in travel software/GDS (Amadeus, Galileo, Sabre) and CRM/ERP systems.
Strong customer service orientation with ability to handle escalations.
Analytical mindset with ability to manage budgets and drive operational KPIs.

Responsibilities:

Lead and oversee day-to-day operations across ticketing, reservations, packages, and other travel services.
Ensure adherence to company policies, service standards, and customer SLAs.
Streamline processes to improve efficiency, reduce errors, and enhance client experience.
Manage, mentor, and train the operations team (executives, managers, coordinators).
Conduct performance reviews, set KPIs, and develop strategies to improve team productivity.
Foster a culture of collaboration and continuous improvement.
Negotiate and manage relationships with airlines, hotels, DMCs, transport providers, and other service partners.
Ensure vendor SLAs are met, and favorable terms are secured to optimize margins.
Handle escalated client issues promptly and effectively.
Ensure delivery of seamless travel experiences for corporate and leisure customers.
Monitor feedback and implement improvements to enhance satisfaction and retention.
Monitor budgets, costs, and profitability of operations.
Oversee billing, reconciliation, and timely vendor/partner payments in coordination with Finance.
Prepare and present regular operational reports, forecasts, and MIS to senior management.
Ensure compliance with travel regulations, visa norms, safety guidelines, and company policies.
Identify operational risks and implement mitigation measures.

Qualification & Experience:

Graduate / Postgraduate in Travel & Tourism, Hospitality, Business Administration, or related field.
8–12 years of progressive experience in travel operations, with at least 3–5 years in a managerial capacity.
Proven track record in managing large teams and complex travel operations.

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