Head of Operations - Travel Industry

About the Role

This is a newly established senior leadership position in a rapidly growing global travel management organisation investing significantly in technology and international expansion. As the Head of Operations, you will serve as a crucial link between client strategies and technical execution. You are expected to be the technical expert, a reliable leader during high-pressure situations, and someone who seamlessly aligns systems, teams, and financial objectives toward common goals.

Key Responsibilities

• Assess and enhance operational protocols, ensuring seamless onboarding of new business ventures and exceptional service delivery.
• Collaborate with Account Management to secure client retention, address service delivery challenges, and act as the primary escalation point for significant client concerns.
• Drive productivity improvements and maintain profit margins, carefully balancing business imperatives with staff wellbeing.
• Take ownership of operational analytics by defining and tracking core KPIs and SLAs, and present actionable insights to the Senior Leadership Team.
• Stand in for the Operations Director as required, ensuring leadership continuity during their absence.

Qualifications & Skills

• Extensive leadership experience within a Travel Management Company, ideally having progressed from operational roles up to management.
• Advanced proficiency with Sabre (as a power user) and solid hands-on experience with ProTAS software.
• Successfully managing multi-team, multi-site operations and mentoring operational managers into outstanding leaders.
• Excellent communication abilities, top-level proficiency in MS Excel, and comfortable interpreting and presenting complex data to executive board members.

Work Environment & Benefits

• This position offers exceptional flexibility, allowing for a mixture of work-from-home and on-site presence at the Liss HQ (with a London office option). Flexible scheduling for start and end times is supported.
• Highly competitive base salary, tailored to experience and complemented by a substantial performance-based bonus program and a comprehensive suite of company benefits.

Additional Information

This is a pivotal appointment required to support the company's global expansion plans. Candidates who are proactive, innovative, and focused on driving positive operational change are encouraged to apply for confidential consideration.