Head of Operations/Operations Manager

Reporting to: General Manager & Managing Director

Company Description:

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

This expansion marks a significant milestone in our regional development, allowing us to better serve our partners and clients in Singapore with localized support and tailored travel services.

The Head of Operations/Operations Manager is a senior leadership role responsible for overseeing and managing end-to-end operational functions across regional offices and markets. This role ensures seamless delivery of travel products and services, operational efficiency, compliance, cost control, and high service standards across all regional B2B partners.

The position requires close coordination with headquarters, regional offices, suppliers, and internal stakeholders to support business expansion while maintaining operational excellence across the Singapore markets.

Responsibilities:

• Oversee and manage end-to-end operational functions across the Singapore region, ensuring smooth booking processes, documentation, ticketing, and service delivery across all markets.
• Lead, coach, and manage regional operations teams to ensure productivity, operational accuracy, and high service standards.
• Develop, implement, and continuously improve operational SOPs, workflows, and service standards across regional offices in alignment with headquarters.
• Manage and maintain strong relationships with airlines, hotels, DMCs, and ground service providers across the region to ensure service quality and cost efficiency.
• Monitor operational costs, margins, and performance indicators to support profitability and sustainable business growth.
• Act as the key operational liaison between regional offices and headquarters to ensure alignment of operational strategies and processes.
• Identify operational risks, manage escalations, and implement solutions to improve operational efficiency and service quality.
• Support regional market expansion by establishing operational frameworks and systems for new markets when required.
• Prepare and submit operational, performance, and regional business reports to Management.
• 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 5–8 years of relevant experience in travel operations, preferably within a B2B travel wholesaler or tour operator environment, with regional exposure.
• Proven experience managing multi-country or regional operations teams.
• Strong understanding of outbound travel operations, FIT, group travel, ground arrangements, supplier coordination, and regional travel logistics.
• Strong leadership, strategic thinking, and decision-making abilities.
• Excellent communication, stakeholder management, and negotiation skills.
• Ability to work effectively across different cultures and regional markets.
• Proficient in Microsoft Office, booking engines, back-end travel systems, and operational reporting tools.
• Strong ability to work independently while maintaining close coordination with headquarters and regional stakeholders.
• Experience in the Singapore travel market is highly preferred.

Benefits:

• Annual Company trip (For Confirmed Employees)
• Yearly Bonus depending on Company performance and reflect to Individual 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