Operations Manager

We are seeking an experienced Operations Manager ( Travel Tourism) to act as the control tower of our travel operations.

The role is responsible for execution accuracy, compliance, airline coordination, team discipline, and risk control across ticketing, tours, visas, refunds, and after-sales operations.

Strong UAE market knowledge and prior travel agency experience are essential.

*KEY RESPONSIBILITIES : Operations & Execution*-

Oversee daily operations: ticketing, tours, visas, refunds, credits

Ensure 100% accuracy in bookings and documents

Ensure travel documents are issued minimum 48 hours before departure

Monitor airline deadlines, fare rules, and supplier confirmations Team & Discipline

Manage operations staff, coordinators, and team leaders

Enforce SOPs, deadlines, and discipline

Stop unauthorised deals, discounts, or policy violations

Conduct daily task reviews and performance follow-ups Airline & Supplier Coordination-

Handle airlines (Air Arabia, GDS), DMCs, hotels, and transport partners

Manage disruptions, schedule changes, airline credits, and waivers

Ensure supplier SLAs are met Client Issues & Risk Control

Handle escalated client cases professionally

Protect the company from reputational and financial risk

Ensure correct explanation of credit-only refunds & force majeure cases Performance Measurement (KPIs)- Booking & ticketing accuracy (target ≥ 99%)

Timely document issuance (100% before 48 hours)

Zero airline penalties or missed deadlines

Refund / credit handling accuracy

Client issue resolution turnaround time

SOP compliance and discipline enforcement Reporting-

Submit daily and weekly operational reports

Track KPIs: errors, escalations, turnaround time, compliance

QUALIFICATIONS : Minimum 3–5 years of UAE travel agency operations experience (mandatory)

Strong knowledge of the UAE travel market, airlines, and suppliers SKILLS AND COMPETENCIES: Fluency in English ( Spoken and Written)- mandatory

Excellent leadership and team management skills

Strong communication and interpersonal abilities

Strong problem-solving and decision-making skills

Ability to handle client disputes and say NO professionally while protecting company policy PREFFERED CANDIDATE

*PROFILE* :

Currently based in the UAE

Immediate or short notice availability Experience managing operations in a travel agency environment or hospitality, hotels, airlines or tourism related organisation