Manager, Operation

East Coast Group

 

East Coast Group

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Summary

• Vacancy: 1
• Location: Dhaka (GULSHAN 1)
• Experience: 5 to 10 years
• Published: 5 Dec 2024

 

Requirements

Education

• Master’s degree in Business Administration, Hospitality Management, Travel & Tourism or in a related field will be preferred.

Experience

• 5 to 10 years
• The applicants should have experience in the following business area(s):
  Travel Agent

Additional Requirements

• Proven experience in managing a team, overseeing operational processes, and improving efficiency.
• Strong understanding of the travel and tourism industry, including market trends and digital platforms.
• Proven experience in managing and optimizing OTA platforms (e.g., ticketing & reservation engines, payment gateways).
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint), as well as experience with relevant travel agency software (e.g., GDS/VRS systems- Amadeus, Galileo & Sabre).
• Excellent leadership and interpersonal skills.
• Analytical mindset with a focus on data-driven decision-making.
• Strong problem-solving skills and the ability to resolve complex operational issues.
• Excellent communication skills (both written and verbal) for dealing with clients and management in both Bangla and English.

Responsibilities & Context

EC Aviation Limited (ECAL), established in 2015 under the brand ‘FLY EC’, offers a range of travel services, including air tickets, tour packages, visa consultancy, and Hajj/Umrah packages. With IATA accreditation, ECAL caters to both domestic and international markets. The company is seeking an experienced Operations Manager to oversee daily operations, enhance customer experience, and improve service delivery and efficiency, with a focus on managing digital platforms.

Key Responsibilities:

1. Operations Management:

• Oversee all operational processes for the travel agency, ensuring that services are delivered efficiently and in accordance with company standards.
• Manage end-to-end operations for the OTA platform, ensuring seamless integration between the digital interface and backend services.
• Coordinate with cross-functional teams (Sales, Marketing, Customer Service, IT, etc.) to ensure smooth operational workflows.

• Implement and enforce operational procedures and policies to ensure high standards of quality and consistency.

2. Platform Management & Optimization:

• Supervise the day-to-day functioning of the OTA platform, ensuring that all systems and processes (booking engines, payment gateways etc.) are operating smoothly.
• Identify and implement opportunities to enhance the user experience on the OTA platform, such as streamlining the booking process, integrating new features, and optimizing website content.
• Collaborate with the IT and Development teams to manage platform upgrades, resolve technical issues, and integrate new services (e.g., payment methods).

3. Customer Service & Quality Assurance:

• Ensure excellent customer service delivery both offline and online, handling escalated issues, complaints, and feedback in a timely and professional manner.
• Set and monitor performance metrics for customer support teams, ensuring high levels of customer satisfaction and retention.
• Regularly assess the quality of service provided, conducting audits and reviews to ensure compliance with quality standards.

4. Vendor & Partner Management:

• Manage relationships with travel suppliers (hotels, airlines, tour operators) and ensure smooth contractual agreements, payment terms, and service delivery.
• Negotiate pricing and contract terms with suppliers to maximize profitability and maintain strong partnerships.
• Collaborate with marketing and sales teams to ensure that supplier offerings are accurately represented and promoted on the OTA platform.

5. Financial Oversight:

• Oversee operational budgets, ensuring cost control while maintaining high service quality.
• Track and manage key performance indicators (KPIs), including booking volumes, conversion rates, customer acquisition costs, and other relevant metrics.
• Analyze financial data and operational reports to identify trends and areas for cost-saving or revenue generation.

6. Staff Management & Development:

• Lead, motivate, and develop a high-performing operations team, ensuring that each member is properly trained and has the resources needed to succeed.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Foster a collaborative work environment to encourage teamwork and innovation.

7. Reporting & Analytics:

• Generate regular reports on operational performance, booking trends, customer feedback, and platform usage for senior management.
• Use data-driven insights to recommend improvements in operational processes and the OTA platform.
• Monitor competitor activity and industry trends to stay ahead of market demands and evolving customer preferences.

8. Compliance & Risk Management:

• Ensure compliance with all relevant industry regulations, including data protection laws, travel industry standards and consumer protection laws.
• Identify potential risks (operational, financial etc.) and implement mitigation strategies.

Skills & Expertise

Operation

OTA

Compensation & Other Benefits

• Mobile bill
• Lunch Facilities: Partially Subsidize
• Festival Bonus: 2

• Welfare Fund.

Workplace

Work at office

Employment Status

Full Time

Job Location

Dhaka (GULSHAN 1)

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