Manager - Travel Operations

Role: Operations Manager Process: Airlines Business Location: Mumbai Grade: C1

Key Responsibilities:

Leads and communicates the Service Operations Strategy to team Leads and team members Strong interpersonal & influence management skills. Knowledge of Client and end user requirement Identify opportunities of improvement with in his Queue Monitor the performance of the team leads, team members and new hires for his respective Queue. Undertake one-on-one and group interactions to provide appropriate inputs. Maintain continuous focus on process metrics, quality and cost and to escalate exigencies and non compliances for his respective Queue Provide functional support & direction on operational needs to the team leads and team members. Floor management, team rostering and intra-day management for 24*7*365 operations.

CRITICAL SKILLS REQUIRED:

Creative problem‐solving skills to gather relevant information, synthesize and define issues and develop creative solutions. Experience in working with Airline/Travel accounts Experience of managing voice queues Ability to work on several projects or issues simultaneously Ability to work independently and in a team environment as needed Ability to attend to details while keeping big‐picture goals in mind Excellent written and verbal communication skills, building relationships Proven ability of success in delivering projects on time Experience in a multinational, multi cultural environments, Proven ability to influence others, facilitate agreement among stakeholders with different interests, Ability to think analytically should possess strong implementation skills and problem solving approach Ability to priorities tasks appropriately and recognize when issues need escalation Excellent knowledge of MS-Excel and other MS-Office tools

CANDIDATE SPECIFICATION

8+ years of relevant experience in the airline / travel domain. Should be a Graduate. Strong domain knowledge of Airlines, Reservations and ticketing procedures needed + Experience in hadling crisis situations from an airlines perspective. People Management experience of atleast 6+ years Well versed Key contact centre CPM's -Service levels and Customer Satisfaction Excellent Communication Skills (Verbal & Written). Strong interpersonal skills, self confidence, leadership capabilities Ability to think analytically. Should possess strong implementation skills and problem solving approach Ability to prioritise tasks appropriately and recognise when issues need escalation Knowledge of Client and end user requirement Knowledge of Airlines, Reservations and ticketing procedures. Experience in hadling crisis situations from an airlines perspective.