Travel Operations Manager

2 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Holidaytours Full time

As a seasoned travel professional, you will lead our corporate operations team to deliver exceptional service to our clients. Your expertise in business process outsourcing and strong leadership skills will enable you to motivate and guide your team to meet Service Level Agreement (SLA) timelines and ensure reservation accuracy.

The ideal candidate will have a minimum of 5 years of work experience in a Business Process Outsourcing environment and a strong knowledge of travel industry technologies, including reservation systems (GDS), IATA regulations, and fare rules. You will be responsible for assigning, leading, and guiding travel counselors to handle complaint escalations and maintain Standard Operating Procedure (SOP) compliance.

You will also play a key role in achieving client Service Level Agreements (SLA) by managing daily service levels across all communication channels, monitoring telephone and email service levels, and ensuring that travel arrangements comply with client travel policies and SLA requirements.

Key Responsibilities:
  • Lead the corporate operations team to achieve SLA targets
  • Assign, lead, and guide travel counselors to meet SLA timelines and ensure reservation accuracy
  • Support the team in achieving SLA targets and assist with travel arrangements during periods of high request volumes


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