Director - Central Operations & Process Excellence - Startup

Key Responsibilities:

- Lead the central client support & process excellence teams

- Manage appropriate staffing across on-site & remote client support

- Hire, train & upskill teams to interact with clients & resolve queries to strict TAT SLAs

- Setup process documentation, SOPs and training/ L&D function to constantly upgrade the client experience & service delivery

- Plan, monitor, and analyze key metrics for the day-to-day performance of client support agents to ensure effective and appropriate contacts

- Drive high productivity & efficiency in cost to serve through data first approach at all times

- Collaborate with sales leads & internal teams (supply, tech, finance) to deliver best onboarding & day-to-day fulfilment to TravelPlus corporate clients

- Target & deliver on high client NPS, high net revenue retention, strong tech adoption and high share of wallet within TravelPlus clients

Key Requirements:

- 8+ years of experience leading teams in client/customer support, process excellence and/or operations

- Experience managing 50-100 member or larger teams

- Strong customer/client orientation and an established track record of driving process excellence

- B2B domain/industry experience preferred