Operations Manager (Travel Account)

Qualifications:
? Extensive management/leadership experience and capability in the Travel industry
? College Graduate
Skills:
? 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 situations
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