Head of Operations - Travel

As part of MF Jebsen Group, Jebsen Travel Limited is looking for an experienced Head of Operations to drive operational excellence and business transformation. Reporting to the Managing Director, this newly created leadership role will focus on operational excellence, technology platforms, business process improvement, and cross-functional coordination across multiple travel business segments.

Job Responsibilities

• Lead and optimize travel agency's operational ecosystem, including GDS platforms, mid/ back-office systems, Corporate / Leisure / B2B online booking tools, CRM, EDM, and related technologies.
• Champion digital transformation and process automation initiatives that improve productivity, efficiency, and service quality across multiple business units.
• Partner with Team Managers to develop, standardize, and continuously enhance operational procedures, service standards, and compliance practices.
• Forecast operational demands, identify resource constraints, and implement scalable solutions to support business growth.
• Serve as the senior escalation point for cross-functional operational challenges and competing client priorities.
• Drive collaboration and alignment across Corporate, Leisure, MICE, Cruise, and B2B teams.
• Develop and maintain crisis management, business continuity, and Duty of Care frameworks to ensure effective responses during travel disruptions.
• Evaluate and implement new technologies, automation tools, and workflow solutions that enhance operational effectiveness and customer experience.

Requirements

• 8 - 10+ years of travel industry experience, including at least 4 years in a leadership or management role within a multi-segment travel business.
• Bachelor's degree in Business Administration, Tourism Management, or a related discipline.
• Strong understanding of GDS environments, ticketing operations, fare construction, automation tools, and queue management.
• Solid knowledge of Corporate Travel, Leisure Travel, MICE, Cruise, and B2B travel operations.
• Familiarity with Hong Kong Travel Industry Authority (TIA) regulations and industry compliance requirements.
• Proven ability to lead through influence, collaboration, and coaching rather than micromanagement.
• Commercially minded with strong problem-solving and stakeholder management capabilities.
• Comfortable navigating both high-volume operational environments and high-touch customer service situations.
• Fluent in spoken and written English, Cantonese, and Mandarin.

We are an equal opportunity employer. Personal data provided will be used strictly in accordance with personal data policy and for recruitment purposes only. Candidates not notified within 8 weeks may consider their applications unsuccessful. All data collected will be destroyed within 12 months.