Job Description

Job Title: Operation & Fulfillment Executive
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: Assistant Manager & Head of Operations

The Fulfilment & Operations Officer is responsible for preparing accurate, syariah-compliant rooming lists, validating jemaah information, managing add-on fulfilments, and ensuring all operational data matches paid bookings in the OMS, Online Paid Dashboard, and internal guest management systems. This role ensures all room allocations follow Islamic mahram rules, family relationships, booking types, and destination SOPs (e.g., Turkey + Umrah combined trips).

This position is central to ensuring clean data, zero operational discrepancies, and
smooth end-to-end fulfilment for every Umrah and travel departure.

Key Responsibilities:
1. Rooming List Preparation (Core Function)
● Prepare accurate and complete rooming lists for Umrah and Travel packages.
● Ensure all room allocations strictly follow paid booking type (Single/Twin/Triple/Quad).
● Validate family relationships to ensure grouping is correct and syariah-compliant.
● Group jemaah according to:
✓ Household (husband–wife–children)
✓ Mahram rules (brother, father, son, uncle, grandfather)
✓ Female travellers must be attached to mahram according to Islamic guidelines.

● Flag any non-compliant or suspicious allocations for approval (e.g., non-mahram sharing a room).
● Coordinate with Sales/Agents to correct mistakes before D-14 and D-7 deadlines.

2. Mahram & Syariah Compliance Check
● Verify all jemaah are grouped according to Islamic mahram rules and IKHLAS compliance policy.
● Ensure no room combination violates syariah guidelines.
● Validate relationships using documents and system data:
✓ Birth cert
✓ Marriage cert
✓ Confirmation from agent
● Highlight and escalate for approval for special cases (e.g., large families, mixed groups, adopted children, elderly without mahram).

3. B2B Agency Submission Management
● Review and validate rooming lists submitted by B2B agents.
● Ensure agents follow IKHLAS-standard submission templates.
● Check that agent data matches OMS & online paid records.
● Communicate errors, missing documents, or mismatched names and request corrections.
● Maintain a register of all B2B submissions and their approval status.

4. OMS, Online Paid Dashboard & Data Verification
● Cross-check all booking information in:
✓ OMS (Order Management System)
✓ Online paid dashboard
✓ Master Guest List

● Ensure names, IC/passport numbers, room types, packages, and addons match the payment records.
● Identify any discrepancies (wrong room type paid, duplicate passengers, incorrect spellings).
● Ensure all data is locked and finalised according to the operation timeline

5. Master Guest List (MGL) Management
Maintain a centralised, accurate MGL for every departure including:
● Guest personal details (passport, phone number, emergency contact).
● Payment & balance status.
● Add-ons purchased:
✓ Travel insurance
✓ Additional luggage
✓ Onboard meals
✓ Train tickets (e.g. Haramain train)
✓ RFID/luggage postage delivery
✓ Wheelchair / medical assistance
● Update all changes in real time and coordinate with Finance, CS, Registration, and Haramain Team.

6. Fulfilment of Add-Ons
● Ensure all add-ons are fulfilled accurately:
✓ Insurance policy issuance
✓ Luggage top-up confirmation
✓ Train ticket assignment
✓ Postage / courier of luggage tags, handbooks, RFID
✓ Room upgrade add-ons
● Maintain a checklist for every departure to ensure 100% fulfilment before D-7.

7. Multi-Destination Room Type Logic (Umrah + Turkey / Umrah +Others)
● Apply destination-specific rooming logic:
Example:
○ If jemaah paid Quad Room for Umrah →
In Turkey (hotel policy: max Twin rooms), convert to Twin.
○ When entering Makkah/Madinah → revert back to original Quad allocation.

● Ensure room type mapping is correctly applied across itinerary segments.
● Communicate changes clearly to jemaah or agents to avoid misunderstanding.
● Manage room availability with hotels and ground operators.

8. Operational Documentation & Reporting
● Prepare final rooming list for submission to:
✓ Hotels (Saudi Arabia, Turkey, and all destinations)
✓ Transport providers
✓ Mutawwif/Haramain Team
✓ Airport Ops Team
● Ensure all last-minute changes (LMC) are logged and communicated.
● Maintain version control of every rooming list.

9. Cross-Team Coordination
● Work closely with:
✓ Sales & Agents
✓ Customer Service
✓ Visa Team
✓ Finance Admin
✓ Haramain & Mutawwif
✓ Airport Ops
✓ Product & Sourcing

● Support any operational changes such as upgrades, group merging, emergency cases, and special needs.
● Other task as assigned

KPIs
● Accuracy of rooming list (zero syariah violations).
● Zero mismatch between rooming list vs. paid data.
● On-time delivery of rooming list by D-14 / D-7 timeline.
● Completeness of Master Guest List.
● Zero fulfilment errors (insurance, luggage, train, postage).
● Fast resolution time for agent submission corrections.
● Compliance with destination-specific rooming rules.

SKILLS & QUALIFICATIONS
● 1–3 years experience in Umrah/Travel Operations, Fulfilment, or Admin Coordination.
● Strong understanding of mahram rules & Islamic family structure.
● Highly detail-oriented with strong organisational skills.
● Proficient in Google Sheets, OMS, dashboards, and data systems.
● Strong communication in BM & English.
● Able to handle fast-paced, high-volume departures.
● Problem-solver and proactive in correcting errors early.