Operations Manager

7 months ago

Pasay, Philippines Gratitude Philippines Full time

Qualifications:
 Extensive management/leadership experience and capability in the Travel industry
 College Graduate
Skills:
 Good understanding of the BPO industry from a cross-functional perspective, especially operations and migrations.
 Good understanding of technology tools/applications is required.
 Great working knowledge of MS Office applications: ability to
 Extensive understanding of the Business Travel industry and its components
 Strong people management and leadership skills
 Capability to communicate with large teams - the role requires articulating out responses in a manner that makes the overall proposal compelling.
 Good networking capability and Client facing skills
 Ability to multitask and handle high-pressure situations
Essential Functions:
 Oversee and manage day-to-day operations to ensure all metrics are met, revenue is maximized and team performance is optimized
 Coordinate operational needs to proactively address potential service delivery concerns
 Coordinate with the Senior Leadership to revise goals and plans as necessary
 Implement company policies in all areas of the operations, establish goals for each team and monitor each team’s performance against KPI targets
 Coordinate and participate in the completion of all Operations standards and/or makes recommendations for improvements in overall performance including policies and procedures
 Recommend measures that will improve team performance and communicate all client expectations clearly with peers, Assistant Managers and Travel Counselors
 Recognize Assistant Managers’ needs and expectations for them to effectively carry out their tasks
 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
 Recognize performers and recommend development plan for qualified performers
 Recommend and help implement employee engagement activities that will help in retain key performers
 Prepare and recommend staff schedules based on opportunities identified and volume trend
 Develop procedures/guidelines that will improve policies and quality standards
 Ability to take on ad hoc tasks as required
 Ability to work effectively in a dynamic, fast-paced environment

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