Senior Operations Executive

Department: Operations

Industry: Destination Management Company – B2B Travel Sector

Position Level: Senior Executive (Operational Accountability Role)

Role Objective

The Senior Operations Executive shall be directly responsible for the accurate, timely, and error free execution of travel operations, including reservations, itinerary coordination, vendor management, documentation control, ground support, and post-travel deliverables. The role requires strict adherence to operational SOPs, compliance standards, and service quality benchmarks established by the Company.

Primary Duties & Responsibilities

• Execute full lifecycle operational activities including hotel bookings, transportation, tours, guides, activities, visas, and logistics for FIT/GIT/MICE movements.
• Ensure 100% accuracy in itinerary planning, costing preparation, reservation records, confirmation details, and invoicing.
• Mandatory compliance with all Operational SOPs, internal checklists, vendor approval processes, and documentation protocols.
• Maintain written proof and traceable records for all communication, confirmations, revisions, amendments, and support cases.
• Coordinate strictly with international offices and suppliers to ensure timely confirmations, service delivery, and emergency resolution.
• Ensure zero-error issuance of travel documents, including service vouchers, invoices, and ground service instructions.
• Track booking profitability, payment schedule adherence, and operational cost controls related to each project.
• Manage and resolve operational escalations, service failures, and client complaints within defined turnaround timelines.
• Report operational status, booking pipeline, risk alerts, and service deviations in the prescribed reporting format without omission or delay.
• Maintain confidentiality of commercial data, pricing sheets, supplier contracts, and internal operational information.
• Ensure operational discipline including attendance, punctuality, response time, and compliance with official communication structure.

Mandatory Skill Requirements & Competency Standards

• Proven experience of minimum 4–7 years in DMC Operations / International B2B Travel Operations.
• Hands-on destination experience preferred for Azerbaijan / Georgia / Uzbekistan / Kazakhstan or other outbound regions. (2)
• Strong vendor negotiation skills with demonstrated operational problem-solving capability.
• Excellent command of written and verbal English, professional email etiquette, and CRM/ERP operational handling.
• Ability to work under pressure, multi-task, meet strict deadlines, and manage service quality for high-value bookings.
• MS Office proficiency and strong financial accuracy orientation.

Qualification Criteria

• Graduate/Post-Graduate in Tourism / Hospitality / Business Administration.
• Specialized Travel Program (IATA / UFTAA preferred but not mandatory).

Performance Evaluation & KPIs (Legal Accountability Parameters)

Measured Parameter

• Booking Accuracy & Timeliness
• Documentation Quality
• Complaint Resolution
• SOP & Reporting Compliance
• Vendor & Cost Efficiency
• Operational Discipline

Compliance Standard

• 98% Service Accuracy Requirement
• Zero-Error Documentation
• Within 24 Hours
• 100% Adherence Mandatory
• Improved Profitability Benchmarks
• Punctuality, Reporting & Communication Standards

Job Type: Full-time

Pay: ₹30,000.00 - ₹40,000.00 per month

Work Location: In person