Operations Manager for Travel Account

3 weeks ago


Pasay, National Capital Region, Philippines EXL Service Philippines, Inc. Full time

Direct message the job poster from EXL Service Philippines, Inc.

Senior Manager Talent Acquisition (Support & Leadership) @ EXL Recruiting

Basic Function

Operations Management, Process Improvement & People Management

Essential Functions

  1. Oversee and manage day-to-day operations to ensure all metrics are met, revenue is maximized and team performance is optimized.
  2. Coordinate operational needs to proactively address potential service delivery concerns.
  3. Coordinate with the Senior Leadership to revise goals and plans as necessary.
  4. Implement company policies in all areas of the operations, establish goals for each team and monitor each team's performance against KPI targets.
  5. Coordinate and participate in the completion of all Operations standards and/or make recommendations for improvements in overall performance including policies and procedures.
  6. Recommend measures that will improve team performance and communicate all client expectations clearly with peers, Assistant Managers and Travel Counselors.
  7. Recognize Assistant Managers' needs and expectations for them to effectively carry out their tasks.
  8. Monitor 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 skills.
  9. Recognize performers and recommend development plan for qualified performers.
  10. Recommend and help implement employee engagement activities that will help in retaining key performers.
  11. Prepare and recommend staff schedules based on opportunities identified and volume trend.
  12. Develop procedures/guidelines that will improve policies and quality standards.
  13. Ability to take on ad hoc tasks as required.
  14. Ability to work effectively in a dynamic, fast-paced environment.

Primary Internal Interactions

Travel Counselors/Leadership

Primary External Interactions

Client Stakeholder/s in seeking additional information or clarification, presentation of performance and implemented solutions.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management, Customer Service, and Other

Industries

Telephone Call Centers and Transportation, Logistics, Supply Chain and Storage

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