controller operations

MAIN DUTIES AND RESPONSIBILITIES:

• Responsible for day-to-day operations and ensuring smooth coordination amongst all teams: booking, reservation, and support.
• Handling booking Changes with Suppliers.
• Executing and issuing travel documents for groups, personalized itineraries, etc.
• Handling Disruptions (Large scale).
• Getting all offline vouchers & tickets and others from suppliers.
• Handling all refunds & compensations (3rd Party related).
• Handling Visa Processing.
• Preparing periodic reports (weekly, monthly) to be shared with the product development team to enhance service level & improve suppliers quality of delivery.
• Handle B2B and agent requests.
• Handling all offline requests & dealing with suppliers to get the best possible rates & adding margins accordingly.
• Actively seek opportunities to enhance existing practices, working in collaboration with the global Travel Operations team to ensure that systems, processes, and procedures are functioning effectively and are aligned worldwide.
• Recognize and address capacity issues by actively overseeing and managing workloads to ensure timely delivery, especially during peak departure periods.
• Collaborate closely with the sales team to ensure the smooth execution of group travel plans.
• Lead and/or assist in the design and execution of projects on an ad-hoc or annual basis, such as the system improvement project and the annual room allocation for group tours.
• Interact with vendors to gather detailed information regarding group travel schedules and related pricing structures.
• Build and sustain vendor relationships while successfully negotiating favorable terms and pricing for group bookings.
• Ensure that processes are in place to minimize operational costs while maintaining high levels of customer service and execution of packages.
• Direct and manage daily operational activities, ensuring the effective delivery of travel services, compliance with company standards, and adherence to industry regulations.
• Tackle and resolve operational challenges, discrepancies, and issues promptly and effectively. Employ analytical and problem-solving skills to address complex situations.
• Gather and evaluate operational data, performance metrics, and key indicators to extract insights that inform decision-making.
• Contribute to data-driven strategies aimed at improving operational performance.
• Monitor package fulfillment and logistics to ensure orderly and efficient service delivery to individual, corporate, and charter customers.
• Play a crucial role in providing outstanding customer experiences by ensuring impeccable operational execution, timely service delivery, and effective communication with clients. -
• Remain informed about industry trends, emerging technologies, and operational best practices. Implement innovative strategies to enhance operational processes and maintain a competitive advantage.
• Prepare regular reports detailing operational performance, challenges, and opportunities. Keep accurate records and documentation to support operational decision-making.
• Carry out any other tasks assigned by management.

WORK EXPERIENCE & EDUCATION REQUIREMENTS

• At least 3 to 4 years working in leisure or corporate travel management environment, process, and operations management (travel management company, large organization with significant travel volume). A good volume of relationships and network of contacts with suppliers across various markets.
• Preferably a bachelor's degree in the field of marketing, hospitality, commerce or accounting.
• Minimum a diploma in any of the relevant fields. IATA Certification in Ticketing is desirable.

SKILLS AND COMPETENCIES REQUIREMENTS:

• Advanced proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, Outlook, Teams, and SharePoint.
• Exceptional productivity and accuracy, proficient in achieving a significant amount of work at a high standard under pressure. Excellent communication and interpersonal skills, effective in emails, face-to-face interactions, negotiation, sales, and telephone conversations. (Proficiency in English and Arabic, both written and spoken is highly desirable.)
• Highly developed problem-solving abilities, demonstrating initiative and confidence. Capable of working independently while managing multiple complex tasks concurrently.