Operations and Agent Manager – Malaysia

Position Overview

Position: Operations and Agent Manager

Work type: Full time

Directly Reports: Managing Director – Diethelm Travel┬áMalaysia

Location: Sabah, Malaysia


The purpose of this role is to ensure that the Sabah branch operations run smoothly and in line with agreed service levels. The ability to implement, review and change operational processes is crucial to the success of this role. Relationship management with our agents is also of vital importance.


  • Measure and communicate operational performance both internally and externally
  • Monitor compliance with the Group strategy
  • Manage relationships with globally preferred suppliers including regular meetings and interaction with the relevant Country Managing Directors
  • Take the lead on product innovation and operational development.
  • Maintaining excellent relationships with all agents including providing regular performance reports
  • Reviewing, implementing and changing internal processes where necessary to ensure that DTM continues to provide outstanding service to all of its clients.
  • Take the lead on planning ahead to ensure that agent needs are met ensuring that all methods of efficiency are considered
  • Managing quality assurance programmes to ensure that agent needs are met
  • Managing operational costs
  • Lead and develop staff in delivering operational services at agreed service levels
  • Design and develop operational policies and procedures
  • Ensure all queries are turned around within agreed times
  • Create a client first culture


Adding value to the business

  • Excellent relationship building skills for new and existing suppliers
  • Exceptional communication skills both internally and externally
  • High levels of initiative
  • Superb organizational skills
  • Ability to work creatively towards deadlines
  • Demonstrate an understanding of DTM customer needs
  • Working together at a local team and Group level


Qualifications and experience

  • Applicants with experience in this or similar roles will be preferred
  • Qualification in a related field would be an advantage
  • Fluent in English with excellent writing skills
  • Other languages a plus
  • You will ideally have substantial experience working in operations in the travel industry
  • You must demonstrate strong commercial acumen and market knowledge


Other considerations

  • This position will require local travel
  • There may be an occasional need for evening and weekend work
  • You must comply with Company policies and procedures including national work based legislation
  • This position will be reviewed on a regular basis and during your performance appraisal discussion. Any changes to this position must be authorized by your manager in conjunction with Human Resources. HR will keep job descriptions on file.