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Travel Operations Manager

2 weeks ago

Manila, National Capital Region, Philippines StudentUniverse Full time
Customer Service Excellence Manager

Job Overview:

We are seeking a highly skilled and experienced Customer Service Excellence Manager to join our team. As a key member of our operations team, you will be responsible for delivering exceptional customer service and ensuring the highest level of satisfaction for our clients.

About the Role:

The successful candidate will have a minimum of 8 years operational experience in a Travel Management Company (TMC) environment. You will be required to manage all aspects of service delivery, including risk registers, technology configuration, and operational workflows.

Main Responsibilities:

  1. Build an operational structure in line with contract program objectives and goals.
  2. Create and maintain centralized standard operating manuals and key client documentation.
  3. Responsible for finetuning technology in collaboration with Corp Tech, Solution design, and Onboarding team.
  4. Understanding the way the global VoC team triggers survey responses.
  5. Analyzing voice of customer input from the traveller and travel booker surveys.
  6. Identifying the root cause of negative sentiment from customers.
  7. Engage with finance for supporting the regional P&L for ADB.
  8. Main operational point of contact between FCM and ADB.
  9. Maintain regular communication channels with local and regional operations leaders.
  10. Reporting on operational quality and SLA performance metrics.
  11. Oversee operational improvement processes within the global operations teams for ADB.
  12. Develop, own and deliver content for client specific trainings to ADB frontline teams.

Key Requirements:

  • Candidate should have passion for excellent customer service.
  • Ability to analyze and proactively improve operations processes.
  • Excellent stakeholder management across different levels in our business.
  • Constant monitoring of progress and ensuring timelines are adhered to.