Job Description
Job Title: Lead Haramain Operation
Location: IKHLAS HQ Office, 8th Floor, South Block, 8.01, The Ampwalk, 218, Jln Ampang, 50450 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur
Division: Umrah Department
Reports To: General Manager Umrah
Job Summary: To lead and manage all operational aspects of IKHLAS.COM’s Haramain services in Saudi Arabia such as Jeddah, Makkah, Madinah, Taif, Al Baha, Abha, Hail Al Ula, Riyadh, & KAEC ensuring seamless execution of Umrah, Tourism and Hajj pilgrim movements from arrival to departure, while maintaining the highest standard of service and compliance with Saudi regulations and HQ Office terms and SOP’s.
Key Responsibilities:
1. Logistics & Ground Operations
Manage end-to-end pilgrim logistics including airport transfers, hotel check-ins, transportation schedules across all cities and movement programs itineraries.
Coordinate room allocations, ensuring real-time restructuring based on group changes and availability.
Liaise with Muasasah professionally, polite, and with manner for transportation arrangement, tasreh slot for raudah entry, and movement approvals
2. Team Management & Deployment
Supervise ground operations team members including Mutawwif, runners, bus marshals, and coordinators.
Assign manpower for Ramadan Iktikaf, managing staff coverage at stations including mosques, hotels, terminals and emergency rescues.
3. Vendor & Stakeholder Coordination
Build strong working relationships with hotel management, transport providers, and local authorities such as Ministry of Hajj & Umrah officers, Muasasah, Saudi Tourism Authorities, and GACA officers.
Prepare and negotiate quotations for transportation, private trips, and ziarah visits.
Coordinate directly with Muasasah for emergency cases, accident reporting, and immigration matters.
4. Pilgrim Support & Emergency Handling
Oversee on-ground pilgrim needs including emergency support such as lost passport recovery such as dealing with local police officers Saudi Arabia and General Consulate of Malaysia in Jeddah.
Ensure service smoothness and streamlining with operation team Makkah, Madinah and Jeddah during peak seasons (Ramadhan, school holidays, winter breaks).
Organize Eid celebrations, mazarat visits (Al Ula, Badr, Jabal Khandamah, etc.), and other enrichment activities.
5. Quality Control & Reporting
Conduct room inspections and service evaluations alongside HQ for future accommodation planning.
Submit weekly/monthly ground reports to HQ covering movement status, challenges, and improvement proposals.
Collect on-ground feedback to improve Mutawif and Duty Travel Team from HQ/ Agents performance, hotel experience, and transport efficiency.
6. Project Support & Commercial Events
Support the execution of commercial programs and forums, including the Umrah & Ziarah Forum and VIP group handling (KOLs, media, influencers).
7. Other tasks as assigned
Key Skills RequiredStrong operational knowledge of Umrah & Hajj regulations in Saudi Arabia
Arabic language fluency for local coordination
Emergency response and pilgrim care
Strategic planning, leadership, and real-time decision making
Experience in hotel, transport, and F&B service handling for large groups
Qualifications:
Education: Bachelors in Islamic Studies, Islamic Jurisprudence (Fiqh), or a related field.
Experience: At least 3-8 years of experience in an Operation & Syariah compliance role, preferably within the Islamic travel or financial services industry.
Skills:
In-depth knowledge of Syariah principles and their application in the Umrah and travel industry.
Strong leadership and management skills, with the ability to lead a team and work collaboratively across departments.
Excellent communication and interpersonal skills.
High ethical standards and a commitment to maintaining Syariah integrity in all business operations.
Language: Proficiency in Arabic language and fluency in Bahasa and English being an added advantage.
Key Attributes:
Strong analytical and problem-solving skills.
Ability to make informed decisions and provide clear guidance on complex Operation and Syariah issues.
A proactive and innovative approach to enhancing Operation and Syariah compliance in a dynamic corporate business environment.
A deep commitment to the values and mission of IKHLAS.
A deep understanding of IKHLAS culture and community
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