Operations Manager (Travel Account)

Qualifications :  Extensive management / leadership experience and capability in the Travel industry College GraduateSkills :  Good understanding of the BPO industry from a cross-functional perspective, especially operations and migrations. Good understanding of technology tools / applications is required. Great working knowledge of MS Office applications : ability to 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 situationsEssential 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