Business Operations Manager (Travel Agency)
- Industry Other
- Category Travel and Tourism
- Location Kathmandu, Nepal
- Expiry date Apr 05, 2026 (3 days left)
Job Description
Role Overview
The Business Operations Manager is responsible for overseeing and optimizing the end-to-end operational processes of the travel agency. This includes managing day-to-day operations, improving service delivery efficiency, ensuring vendor coordination, driving process standardization, and supporting revenue growth through operational excellence.
Key Duties & Responsibilities
Operations Management
- Oversee daily operations across all travel services (tour packages, visa assistance, etc.)
- Ensure smooth coordination between sales, customer service, and supplier teams
- Monitor booking workflows and ensure timely processing and confirmations
- Establish and enforce standard operating procedures (SOPs)
Process Optimization & Efficiency
- Identify operational bottlenecks and implement process improvements
- Define KPIs for operational performance and track efficiency metrics
- Improve turnaround time (TAT) and service delivery standards
Vendor & Partner Management
- Manage relationships with airlines, hotels, DMCs (Destination Management Companies), and other travel partners
- Negotiate contracts, pricing, and commission structures
- Ensure service quality and compliance with partner agreements
- Monitor vendor performance and resolve escalations
Customer Experience & Service Quality
- Ensure high-quality customer service across all touchpoints
- Work closely with support teams to maintain service SLAs
Technology & Systems Management
- Oversee usage and optimization of inhouse OTA platform
- Coordinate with tech teams for system enhancements and integrations
- Ensure data accuracy, reporting, and dashboard visibility
Compliance & Risk Management
- Ensure compliance with travel regulations, visa policies, and international standards
- Maintain documentation, contracts, and audit trails
- Identify operational risks and implement mitigation strategies
Required Skills & Qualifications
- Bachelor’s degree in Business Administration, Travel & Tourism, or related field MBA or equivalent (preferred)
- Minimum 4+ years of experience in travel operations or agency management
- Experience in OTA platforms, tour operations, or corporate travel management
- Proven experience in team leadership and process optimization
- Strong operational and process management skills
- Vendor negotiation and relationship management
- Experience working with international travel markets
