B2B OPERATIONS - HEAD ( DMC )

Job description

Job Title: DMC Head - B2B Holidays Department: Operations - DMC Location: Mumbai Reporting To: Director of Supply Chain About Eagle Crest Holidays Eagle Crest Holidays is a B2B destination management and holidays specialist, serving travel agents and partners with curated FIT and group itineraries, ground services, and local experiences. Our DMC operations team ensures seamless on-ground execution, strong supplier coordination, and consistent service quality across all holiday bookings in key destinations. Role Overview The DMC - B2B Holidays will lead end-to-end holiday operations for FIT, GIT, and series departures. This role combines hands-on operational ownership with team leadership, supplier management, process standardisation, and service quality control, ensuring reliable delivery and high partner satisfaction across Eagle Crest’s B2B holiday portfolio. Key Responsibilities Team Leadership & Daily Operations ● Lead, mentor, and manage a team of operations executives handling quotations, bookings, confirmations, and travel documentation for B2B agents. ● Allocate workloads, monitor turnaround times (TATs), and ensure adherence to service standards. ● Personally handle complex, high-value files and operational escalations. End-to-End Tour Operations (FIT & GIT) ● Ensure accurate execution of confirmed itineraries including hotels, transfers, sightseeing, guides, activities, and special requests. ● Monitor live files during travel dates and coordinate with destination teams to ensure smooth on-ground operations. ● Proactively manage itinerary changes, service issues, and emergency situations during travel. Supplier & Ground Handling Coordination ● Maintain strong relationships with hotels, transporters, attractions, local DMC partners, and guides across destinations. ● Ensure suppliers deliver services as per agreed standards and resolve overbookings, service lapses, and disputes efficiently. ● Monitor supplier performance and escalate recurring issues for corrective action. Process, Quality & SOP Management ● Implement, monitor, and continuously improve SOPs for quotations, bookings, vouchers, operations handovers, and post-tour feedback. ● Track operational KPIs such as booking accuracy, on-ground issue rates, service recovery timelines, and agent satisfaction. ● Drive quality improvement initiatives to reduce errors and enhance service consistency. Commercial & Finance Coordination ● Coordinate with product and contracting teams on special deals, stop-sales, allocations, and blackout dates to avoid operational disruptions. ● Support finance teams with operational inputs for supplier payment disputes, cancellation/no-show claims, and credit note approvals. Agent & Partner Servicing (B2B) ● Act as the escalation point for key B2B agents for operational issues before and during travel. ● Work closely with B2B sales teams to understand agent expectations and support conversions through strong operational confidence. ● Help retain key accounts through consistent service delivery and issue resolution. Reporting & Governance ● Prepare and review operations MIS covering passenger volumes, destinations, operational issues, refunds/claims, and cost trends. ● Identify capacity risks, seasonal pressures, and destination constraints and flag them proactively to management. ● Support planning for peak seasons, group movements, and series departures. Skills & Competencies ● Strong knowledge of destination management operations including hotels, transfers, sightseeing, local regulations, and supplier coordination. ● Proven team leadership with a hands-on, service-oriented mindset. ● Ability to handle live tour issues calmly and effectively. ● Excellent communication, coordination, and negotiation skills with suppliers and B2B agents. ● High attention to detail for itineraries, vouchers, and operational notes. ● Comfortable working with CRM systems, B2B portals, and operations tools. Qualifications & Experience ● Graduate in Tourism, Hospitality, or a related field; professional travel/tourism certifications are an advantage. ● 6-10 years experience in international tour operations or DMC roles. ● At least 2-3 years in a supervisory or managerial role handling B2B FIT and GIT operations. ● Experience working with Indian B2B agents and managing outbound and/or inbound DMC operations strongly preferred. What Eagle Crest Holidays Offers ● Ownership of end-to-end DMC operations for key destinations in a growing B2B holidays business. ● Opportunity to work closely with product, contracting, and sales leadership to shape service standards. ● Dynamic, fast-paced environment with direct visibility on agent satisfaction and repeat business. ● Clear growth path into multi-destination operations leadership or regional DMC head roles based on performance.

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89620 92922 || adityaraj@white-force.in