Operational Management :&nbsp; - Floor Supervision on Matrices as per defined KPI's. Delivery of teams, service level components, quality and compliance targets &amp; indicators. Recommendations for product and process development based on customer feedback and analysis of the same. Drive Customer Experience :&nbsp; - Ensure All Queries, Complaints &amp; escalations are closed with the customer as per the agreed TAT. Drive CSAT/NPS scores for the process &amp; Implementing strategic plan of action to reduce customer complaints at all touch points. Data Orientation :&nbsp; - Analyze various reports including process dashboards &amp; team performance reports. Sound understanding of numbers and data Identifying trends, patterns, outliers and deep dive on core issues. People Management :&nbsp; - Periodic Skips session with DR's &amp; addressing the concerns. Conducting performance appraisal for the team. T.N.I Identification. Drive employee engagement activities along with HR to keep the employees motivated Stakeholder Management :&nbsp; - Engaging with different stakeholder's &amp; cross-functional teams to deliver the best operational excellence. Administrative coordination with Internal Departments. Vendor Management : - Performance &amp; Change management of Partners (Vendors) on defined SLA's. Ensure Regular MBRs &amp; QBRs with Partner teams Cost Reduction &amp; Process Improvement :&nbsp; - Identification of Process Improvement Ideas / which will help to reduce customer TAT/Call2 Booking ratio/processing time etc. to achieve optimized performance levels through various process changes &amp; automation

Gurgaon/Gurugram

Yatra.com - Deputy General Manager - Operations 

Yatra.com - Deputy General Manager - Operations  ,Job Description for Yatra.com - Deputy General Manager - Operations  in Yatra in  Gurgaon/Gurugram for (10-15) years of experience. Apply Now!

Job Description for Yatra.com - Deputy General Manager - Operations  in Yatra in  Gurgaon/Gurugram for (10-15) years of experience. Apply Now!