Operations Manager

Job Description: \The role requires a good understanding of the BPO industry from a cross-functional perspective, especially operations and migrations. In addition, a good understanding of technology tools/applications is required.

• Great working knowledge in MS Office applications: ability to create documents, Excel based files and Powerpoint presentations.

• Extensive understanding of the Business Travel industry and its components

• Strong people management and leadership skills.

• Capability to communicate with large teams - the role requires articulating out responses in a manner that makes the overall proposal compelling.

• Good networking capability and Client facing skills

• Ability to multitask and handle high pressure situations

• Ability to see the big picture in creating an innovative response. The role requires ability to clearly understand of client needs and finding solutions that help the client.

Responsibilities: Essential Functions

• Oversee and manage day-to-day operations to ensure all metrics are met, revenue is maximized and team performance is optimized
• Coordinate operational needs to proactively address potential service delivery concerns
• Coordinate with the Senior Leadership to revise goals and plans as necessary
• Implement company policies in all areas of the operations, establish goals for each team and monitor each team’s performance against KPI targets
• Coordinate and participate in the completion of all Operations standards and/or makes recommendations for improvements in overall performance including policies and procedures
• Recommend measures that will improve team performance and communicate all client expectations clearly with peers, Assistant Managers and Travel Counselors
• Recognize Assistant Managers’ needs and expectations for them to effectively carry out their tasks
• Monitor Assistant Managers’ level of efficiency in handling their respective Travel Counselors, provide coaching and delegate certain tasks that will develop their leadership, problem solving and decision making skills
• Recognize performers and recommend development plan for qualified performers
• Recommend and help implement employee engagement activities that will help in retain key performers
• Prepare and recommend staff schedules based on opportunities identified and volume trend
• Develop procedures/guidelines that will improve policies and quality standards
• Ability to take on ad hoc tasks as required
• Ability to work effectively in a dynamic, fast-paced environment
• Preferably with minimum of 2 years experience managing an account with GDS tools such as Sabre, Galileo & Apollo

Qualifications: Extensive management / leadership experience and capability in the Travel industry (minimum of 2 yrs experience)