Operations Manager

Job description

We at Mercator Travel and Tourism, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, innovative, and driven leaders. Are you excited about taking on the responsibility of leading a team to deliver a best-in-class travel program for Clients If so we are currently seeking an experienced and dynamic Operation Manager to bring their leadership and expertise to lead the Mercator Travel and Tourism Operations and Service Delivery function of the Travel and Tourism program. The role is responsible for leading the MTT team including agency operations, service delivery, and customer care

• Position Overview:

As the Operation Manager, you will be responsible for overseeing the daily operations of all divisions (Retail, Corporate, VIP desk, Visa, and Insurance), ensuring exceptional customer service, and achieving sales targets. Your role will include the following key responsibilities:

• A. Supplier Management:

· Identify, negotiate, and establish contracts with local and international suppliers, including airlines, hotels, transportation companies, and tour operators.

· Build and maintain strong relationships with suppliers, ensuring favourable terms and conditions for the agency.

· Monitor supplier performance, address any issues or disputes, and drive continuous improvement.

• B. Product Development:

· Conduct market research and analysis to identify trends, customer preferences, and emerging destinations.

· Develop new travel products and experiences, tailored to meet the needs and interests of target customers.

· Collaborate with the marketing team to create compelling product descriptions and marketing materials.

· Ensures that quality processes and tools are incorporated into all daily activities to drive process efficiencies, standardization and optimization, and continuous improvement

• C. Department Leadership:

· Provide strong leadership to the divisions team members, including training, motivating, and evaluating staff members.

· Monitoring staff performance, addressing any areas for development to achieve maximum staff productivity whilst, ensuring staff motivation and morale are maintained.

· Build team spirit and ensure upbeat morale in teams through effective communication.

• D. Operations Management:

· Monitor travel reporting systems for adherence to company travel policy and reporting to senior management.

· Develop, update, and deliver quarterly training to new employees on travel standards.

· Identify opportunities to streamline business processes and systems.

· Align staff and all other resources to most efficiently and effectively achieve programmatic objectives.

· Monitor and ensure adherence to quality standards, timely delivery, and efficient processes.

· Increase the exposure of the department through developing new business leads and maximizing social media to promote offers, generating customer engagement and sales.

· Monitor key performance indicators to identify opportunities for improvement and communicate opportunities to the Director of Operation.

· Prepare periodic reports and presentations regarding travel-related performance and initiative.

• E. Pricing and Revenue Management:

· Develop strategies to increase sales and revenue for the company.

· Collaborate with marketing and sales teams to identify target markets, implement promotional activities, and generate leads.

· Act as a figurehead within the local community, attending all promotional activities and events that will aid your department's performance and impact.

· Monitor revenue and profitability, identify growth opportunities, and recommend strategies to maximize revenue.

• Qualifications and Skills:*

• Proven experience (8-15 years) in a supervisory role within the travel industry.
  

• Strong knowledge of travel industry trends and destination management.
  

• Excellent leadership and team management skills.
  

• Exceptional communication and interpersonal skills.
  

• Sales-driven mindset with a track record of meeting or exceeding targets.
  

• Detail-oriented and well-organized, with the ability to multitask and prioritize effectively.
  
  Job Type: Full-time
  
  Pay: AED12,000.00 per month
  
  Expected Start Date: 01/05/2024