Head of Operation_Corporate & Marine

About Tripjack Trip. Jack: The trusted tech platform for over 60,000+ travel agents across India! Trip. Jack’s integrated platform offers content from 750+ airlines and 2 million+ hotels, along with services across corporate travel, travel assistance and insurance, rail, and marine segments. With a superior technology platform, seamless pre- and post-booking journeys, and 24/7 customer service, we are on a mission to transform the travel booking and management experience for our agent partners.

With over 35 years of combined travel experience, Trip. Jack’s founders have always prioritised the needs of travel agent partners. Our goal is to empower partners with state-of-the-art technology that enables them to efficiently manage their businesses with minimal assistance. With a strong focus on supply, technology, and customer service, Trip.

Jack has become the preferred one-stop solution for travel agents seeking reliable, convenient, and efficient solutions for their clients. Role : Head of Operations – Corporate & Marine Location : Lower Parel, Mumbai Experience : 15+ Years Job Summary: We are looking for an experienced and strategic Head of Operations – Corporate & Marine to lead and manage the end-to-end operations for Trip.

Jack’s Corporate and Marine Travel businesses. The role will be responsible for driving operational excellence, service delivery, customer satisfaction, process improvement, commercial efficiency, team productivity, and business growth across Corporate and Marine Travel operations. The incumbent will work closely with senior leadership, key corporate and marine clients, airlines, suppliers, GDS partners, and internal stakeholders to ensure seamless service delivery, operational scalability, and achievement of business and financial objectives.

The ideal candidate should have strong experience in Business Travel Operations, Corporate Travel, Marine Travel, strategic implementation, process improvisation, supplier management, client management, and P&L ownership, with a strong understanding of the travel and aviation ecosystem.

Job Responsibilities

Lead the overall Corporate and Marine Travel Operations function and ensure smooth day-to-day service delivery. Develop and execute operational strategies aligned with Trip. Jack’s business objectives and growth plans. Manage end-to-end travel operations covering corporate travel, marine travel, ticketing, servicing, changes, cancellations, refunds, reissues, and client support.

Drive operational excellence through process standardization, automation, digital transformation, and continuous process improvement. Establish and monitor SLA, TAT, productivity, quality, service delivery, and customer satisfaction metrics. Ensure effective management of corporate and marine client requirements and deliver a high level of service experience.

Build and maintain strong relationships with airlines, GDS providers, suppliers, travel partners, and strategic vendors. Negotiate with suppliers and partners to secure competitive commercial terms, improved service quality, and operational efficiencies. Identify opportunities for cost optimization, revenue improvement, and margin enhancement.

Take ownership of operational budgets and contribute towards P&L management and profitability. Lead, mentor, and develop a high-performing operations team across Corporate and Marine Travel. Establish clear performance metrics and drive team productivity through regular reviews and performance management. Work closely with Sales, Business Development, Finance, Technology, Product, HR, and senior management teams.

Handle operational escalations and ensure timely resolution of critical client and business issues. Identify operational risks and implement appropriate controls to ensure business continuity. Use operational data and analytics to identify trends, improve decision-making, and enhance overall performance. Ensure adherence to company policies, travel industry standards, commercial agreements, and operational SOPs.

Key Responsibilities

Own and lead Corporate & Marine Travel Operations and ensure seamless and scalable end-to-end service delivery. Manage large corporate travel accounts and their operational requirements. Ensure efficient ticketing, servicing, amendments, cancellations, refunds, and reissues. Own operational contribution towards business profitability and P&L.

Identify opportunities for cost reduction and margin improvement. Build strong relationships with key corporate and marine clients. Drive customer satisfaction and retention through superior service delivery. Identify operational gaps and implement process improvements. Drive automation and technology adoption across operational workflows.

Partner with senior leadership to develop Corporate & Marine operational strategy. Support business expansion and onboarding of new clients and business verticals.