Operations Manager

JOB SUMMARY

The Operations Manager will lead the company as a high‑performance travel company, overseeing commercial growth, operations excellence, customer experience, and strategic partnerships across Kenya, Dubai, India, and other key markets. The Operations Manager ensures the company delivers seamless travel solutions, drives profitability, and builds a trusted, premium brand within the group.Commercial & Business GrowthDevelop and execute the company’s commercial strategy across corporate, leisure, inbound, and outbound travel segments.Build and manage key partnerships with airlines, hotels, DMCs, visa agencies, and travel technology providers.Drive revenue targets, margin optimization, and product diversification (packages, safaris, MICE, international travel).Lead pricing strategy, promotions, and market positioning to grow market share.Oversee development of signature Berkeley travel products and curated itineraries.Operations & Service DeliveryEnsure smooth end‑to‑end travel operations: bookings, ticketing, reservations, confirmations, itineraries, and customer support.Implement SOPs for travel coordination, documentation, vendor management, and customer handling.Oversee visa processing workflows, travel insurance, and compliance with regulatory requirements.Maintain high service standards, quick turnaround times, and zero‑error documentation.Manage crisis situations (flight disruptions, cancellations, emergencies) with professionalism and speed.Team Leadership & ManagementRecruit, train, and manage travel consultants, ticketing officers, and operations staff.Build a performance‑driven culture with clear KPIs, accountability, and continuous improvement.Conduct regular team reviews, coaching, and skills development in customer service and travel systems.Foster collaboration with the Group’s travel‑related functions and cross‑border operations.Financial & Administrative OversightPrepare and manage budgets, forecasts, and monthly performance reports.Oversee receivables, payables, vendor payments, and credit control.Ensure cost discipline across bookings, supplier contracts, and operational expenses.Maintain accurate records for bookings, invoices, permits, and regulatory compliance.Technology & SystemsOversee adoption and optimization of travel systems (GDS, booking engines, CRM, reporting tools).Ensure digital accuracy across itineraries, confirmations, and customer communication.Drive automation and digital transformation to improve efficiency and customer experience.Customer Experience & Brand BuildingEnsure the company delivers a premium, reliable, and personalized travel experience.Handle VIP and executive travel coordination with confidentiality and precision.Lead brand visibility through curated content, partnerships, and customer engagement.Uphold the company’s reputation for trust, professionalism, and seamless travel execution.QualificationsBachelor’s degree in business, Travel Management, Hospitality, or related field.Minimum 5–7 years’ experience in travel management, airline operations, or hospitality leadership.Strong understanding of GDS systems (Amadeus, Sabre, Galileo).Proven experience managing travel teams and delivering commercial results.Excellent communication, negotiation, and customer service skills.Strong financial acumen and operational discipline.Ability to manage cross‑border travel operations and multi‑market vendor relationships.Key CompetenciesStrategic leadershipTravel operations masteryCommercial acumenCustomer Experience ManagementVendor & partner managementCrisis managementTeam developmentDigital & systems proficiencyConfidentiality and professionalism

REQUIRED SKILLS

Airline reservation systems (Amadeus, others), Market research, intelligence, Budgeting, financial planning, Operative management, Business strategy

REQUIRED EDUCATION

Diploma, Associate's degree