Operations Manager - Travel Account

Operations Manager – TRAVEL

Basic Function

Operations Management, Process Improvement & People Management

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