Operations Manager (Travel Account)

Qualifications: Extensive management/leadership experience and capability in the Travel industryCollege 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 toExtensive understanding of the Business Travel industry and its componentsStrong people management and leadership skillsCapability 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 skillsAbility 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 optimizedCoordinate operational needs to proactively address potential service delivery concernsCoordinate with the Senior Leadership to revise goals and plans as necessaryImplement company policies in all areas of the operations, establish goals for each team and monitor each team's performance against KPI targetsCoordinate and participate in the completion of all Operations standards and/or makes recommendations for improvements in overall performance including policies and proceduresRecommend measures that will improve team performance and communicate all client expectations clearly with peers, Assistant Managers and Travel CounselorsRecognize Assistant Managers' needs and expectations for them to effectively carry out their tasksMonitor 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 skillsRecognize performers and recommend development plan for qualified performersRecommend and help implement employee engagement activities that will help in retain key performersPrepare and recommend staff schedules based on opportunities identified and volume trendDevelop procedures/guidelines that will improve policies and quality standardsAbility to take on ad hoc tasks as requiredAbility to work effectively in a dynamic, fast-paced environment