Operations Manager

Company Description:

Golden Destinations by ICE HOLIDAYS Sdn Bhd is a leading B2B travel wholesaler in Malaysia, specialising in providing customised travel packages to partners across the ASEAN/WESTERN region. We are committed to delivering exceptional travel experiences through strategic partnerships and high-quality travel products.

In line with our growth strategy, our company has expanded its business into the Singapore market under the registered entity ICE HOLIDAYS (S) PTE LTD. We are primarily focused on B2B outbound travel, offering curated international travel solutions to our network of travel partners. This expansion marks a significant milestone in our regional development, allowing us to better serve our partners and clients in Singapore with localised support and tailored travel services.

The Operations Manager (Singapore Region) is responsible for overseeing the daily operational activities of the branch/assigned markets, ensuring smooth service delivery, operational efficiency, and compliance with company policies. This role focuses on execution, team supervision, and maintaining service standards to support business performance.

The position requires close coordination with internal departments, suppliers, and headquarters to ensure seamless travel operations and customer satisfaction.

Responsibilities:

. Oversee and manage day-to-day operations, including booking processes, documentation, ticketing coordination, and service delivery.

. Supervise and support the operations team to ensure accuracy, productivity, and adherence to service standards.

. Ensure operational processes and SOPs are implemented effectively and aligned with company guidelines.

. Coordinate with airlines, hotels, DMCs, and ground service providers to ensure smooth arrangements and cost efficiency.

. Monitor operational performance, identify process gaps, and implement improvements where necessary.

. Handle operational escalations, resolve service issues, and ensure timely follow-up.

. Work closely with Sales and other internal departments to ensure smooth coordination and delivery of travel products.

. Assist in monitoring operational costs and maintaining profitability within the department.

. Prepare operational reports and updates for Management review.

. Carry out any other related ad-hoc duties as assigned by Management.

Requirements:

. Bachelor's Degree in Tourism, Hospitality, Business Administration, or related field (or equivalent practical experience).

. Minimum 5-7 years of relevant experience in travel operations, preferably within a B2B travel wholesaler or tour operator environment.

. Prior experience supervising or leading a small team is required.

. Strong understanding of outbound travel operations, FIT, group travel, ground arrangements, and supplier coordination.

. Good leadership, problem-solving, and organisational skills.

. Strong communication and stakeholder coordination abilities.

. Proficient in Microsoft Office and travel booking systems.

. Ability to work independently while maintaining alignment with Management direction.

. Experience in the ASEAN/WESTERN travel market will be an added advantage.

Benefits:

. Annual Company trip (For Confirmed Employees)

. Yearly Bonus depending on Company's performance and reflect to Individual's performance

. Annual performance appraisal review annually to identify room for improvement process

. Outpatient medical coverage from registered clinics

. Employee price for travel packages (For Confirmed Employees)

. Company uniform provided

. Travelling claims by receipt