Head - Operations - Travel Tech/BPO

Head - Operations - Travel Tech/BPO

Job description:

- Own & manage the business insights and communication with BU leaders to ensure cost optimization initiatives.

- Ensure on vendors performance to provide best-in-class travel services to employees by establishing robust operation strategies.

- Conduct monthly operational reviews and ensure on smooth service delivery and adherence to defined SLAs.

- Develop the annual budget basis the pre-defined budget and cost optimization guidelines.

Ensure audit findings & Customer feedbacks with regards to processes are analyzed to develop an effective action plan for mitigating risks/ address gaps identified.

- Day-to-day, you'll lead a team of over 300-350 people along with expertise in BPO Operations/Call Centre Operations, Tracking metrics etc.

- Conducting capacity management, including business as usual management with simultaneous project responsibility

- Producing work digitally and through multi-channels in a fast-paced work environment

- Creating and maintaining an effective training and accreditation plan

- Establish policies and procedures for travel operations based on industry best practices

Qualification:

- MBA with minimum of 15+ years of progressive experience in BPO/travel management, including leadership roles.

- Strong knowledge of travel industry trends, regulations, and best practices.

- Demonstrated ability to develop and execute effective travel strategies.

- Excellent negotiation, vendor management, and communication skills.

- Proficiency in travel management software and technology.

- Strong analytical and problem-solving abilities.

- Customer-focused mindset with a commitment to delivering outstanding traveler experiences.

- Effective team leadership and management skills.

- Strong organizational skills and attention to detail.

- High ethical standards and commitment to compliance.