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Operations Director

4 weeks ago

Pasay, National Capital Region, Philippines Gratitude Philippines Full time
Operations Manager

Gratitude Philippines is seeking a highly skilled and experienced Operations Manager to join our team. As a key member of our leadership team, you will be responsible for overseeing and managing day-to-day operations to ensure all metrics are met, revenue is maximized, and team performance is optimized.

Key Responsibilities:
  • 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 Senior Leadership to revise goals and plans as necessary.
  • Implement company policies in all areas of 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 make 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 plans for qualified performers.
  • Recommend and help implement employee engagement activities that will help retain key performers.
  • Prepare and recommend staff schedules based on opportunities identified and volume trends.
  • 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.

Requirements:

  • Extensive management/leadership experience and capability in the Travel industry.
  • College Graduate.
  • 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.
  • Extensive understanding of the Business Travel industry and its components.
  • Strong people management and leadership skills.
  • Capability to communicate with large teams.
  • Good networking capability and Client-facing skills.
  • Ability to multitask and handle high-pressure situations.