Here at Travel Associates, we are one of a kind - Australia’s leading luxury travel agency, certified great place to work, and known for delivering the best client service in the industry. We are growing our business with ambitious travel consultants to curate one-of-a-kind holidays and authentic experiences to our discerning clientele.
We currently have an opportunity for a Head of Backend Operations where you will be responsible for driving the strategic direction of business operations, ensuring alignment with the broader organisational vision and goals. You will lead a small change management function, focusing on fostering consistency, high performance, and continuous improvement across the advisor network.
Our Ideal Candidate:
- Recent retail/corporate consulting experience (minimum 5 years)
- Proven success in previous roles with outcomes and results
- Leadership experience and proven track record as a Leader (ie store profits, staff retention and development of future leaders)
- Experienced in leading and embedding operational and technological change with a structured, human-centred approach
- Highly skilled in use of consulting systems – e.g. Corporate Green Screen, Sabre, Sales Force – and reasonable level of competency in Microsoft Excel
Your Role & Responsibilities:
- Foster a culture of accountability, operational discipline, and continuous improvement across the advisor network
- Lead the integration of initiatives, standardised workflows, and "One Best Way" practices into daily operations
- Identify and embed process improvements using data, feedback, and field insights
- Manage change through effective training, communication, and support materials
- Coach and develop advisors and leaders through structured programs and performance reporting
- Roll out and support systems, tools, and platforms that drive productivity and customer conversion
- Analyse system adoption and usage to optimise performance and ensure solutions are effective
- Provide data-driven insights and maintain dashboards, audits, and scorecards to track performance
- Define and monitor key metrics for productivity, conversion, and retention in collaboration with leadership
- Ensure compliance with internal policies, legal requirements, and regulatory standards
- Build strong cross-functional relationships to influence outcomes and align strategic efforts
- Interpret performance data to identify trends, challenges, and opportunities for improvement
- Maintain a strong in-person and virtual presence to understand frontline challenges and support advisor success
- Represent advisor needs in strategic discussions and advocate for necessary system or process changes
What you'll Enjoy:
🙋🏾♀️Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Lt
👐🏽 Our People: FCTG is an Equal Opportunity Employer and encourage all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minority groups and people with disability
🎉Development: Individualised Learning & Development pathway options
🏆Exclusive Staff Discounts: Accessible via our employee-only portal with 350+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan and more
🌏Travel Discounts: Including family and friends - flights, hotels, tours, cruises, travel insurance and more
💎Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within
🥦Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym
🌞Mental Health: Support and Employee Assistance Program for staff and family
🎉Social: Regular awards nights, social team-building and industry events, with the opportunity to attend global conferences (Los Angeles in 2025)
🙏🏼 Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leave
💚Sustainability: The protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to the environment
** Please advise your leader before applying **
