Job Description

Manager, Operations (Hybrid) Full time, Singapore

As a Manager, Operations, you will be

• Driving operations key performance indicators and building strong team engagement/synergy (including the assigned extended offshore team members)
• Developing, motivating and retaining team members
• Transforming the teams\xe2\x80\x99 overall performance in service delivery and productivity
• Managing all aspects of the travel operations through collaboration with various stakeholders, i.e. offshore center, program management, technology and other supporting teamsKeeping an oversight on clients\xe2\x80\x99 escalation and NPS scores, intervening in a timely manner in resolving/rectifying issues
• Identifying process/service improvement opportunities and developing action plans around key initiatives etc.
• Sustaining an overall high level of customer satisfaction to meet our performance scorecard
• Oversee the assigned teams, meeting KPIs including SLAs for calls/emails/accuracy/productivity
• Improve or sustain team\xe2\x80\x99s synergy, make recommendation and transformation of team structure/processes to improve team\xe2\x80\x99s performance (productivity, quality and etc)
• Initiate staff re-deployment during peak and high unplanned absenteeism
• Closely monitor the progression / achievement of SR Financial targets &/or BCD KPIs on monthly, quarterly and yearly. This includes driving bi-weekly meeting with SR (coincide with regular meeting with PMs, if possible), and work on the support /strategy required in meeting targets
• Mentor and support team leaders for improved team performance and daily operational issues. Drive weekly meeting and regular coaching with team Leaders
• Coach, mentor and monitor assigned Offshore team members\xe2\x80\x99 performance (quality and productivity), recommend corrective action and/or improvement plan
• Ambassador for assigned Offshore team members to ensure that are included in all updates and vice versus
• Conduct monthly team meeting and product updates.
• Build team spirit, ensure upbeat moral in teams to increase employee retention.
• Support and drive results on new initiatives, be positive to changes.
• Ensure all internal and external communications and vendors/ third parties updates are distributed (including assigned Offshore team members).
• Drive discussions with technology/performance solutions/offshore center \xe2\x80\x93 T24 and Day team, improve work flow/processes/technology that will enhance the travel agents service quality, productivity and accuracy etc
• Conduct quality checks to ensure accuracy of work and improve/sustain client retention rate
• Ensure agents do not have unbilled tickets, exchange orders and miscellaneous items
• Approve/decline ADMs/credit notes/rebilling before routing to the next manager for approval
• Lead discussion with Client finance, ensure healthy AR and timely billing
• Recruitment of team members
• Responsible for ad-hoc projects/assignments as required

About you

• Possess a minimum of 3 years travel operations experience.
• Strong leadership, organizational and planning skills to create a winning team.
• Strong relationship management skills
• Knowledge of Sabre, online booking tools, ticketing and fares constructions are essential.
• Good understanding of the Regional Operations/Regional Service Center Setups.
• Understanding of SLA, call centre technology and call centre statistics
• Strong oral and written communication skills in English.
• Strong soft skills in interpersonal relationship, project management and influencing and collaborating with all stakeholders.
• The ability to balance business and customers objectively.
• Organized, self-motivated with the ability to prioritize.
• Display initiative and taking ownership.
• Overall understanding of customer needs and timely service recovery.
• Result oriented

About us
We\xe2\x80\x99re a market leader in travel management: We help people and companies travel smart and achieve more, and our clients include some of the world\xe2\x80\x99s best-known and most innovative business and consumer brands. We operate in more than 100 countries, and the majority of our 10,000+ people work virtually (because a 10-second commute usually makes awesome sense). We\xe2\x80\x99re committed to sustainability and to driving success for our customers, our business and ourselves. Learn more about BCD Travel.

Your life at BCD Working at BCD means connecting, collaborating and celebrating. You\xe2\x80\x99ll be part of a virtual, dynamic and flexible work environment that fosters a good work-life balance so you can focus on what makes you happy. But don\xe2\x80\x99t just take our word for it! Hear why people join BCD and more about the great perks of Life at BCD .

You\xe2\x80\x99ll be offered

• Flexible working hours and work-from-home or remote opportunities
• Opportunities to grow your skillset and career
• Generous vacation days so you can rest and recharge
• A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
• Travel industry professional perks and discounts
• An inclusive work environment where diversity is celebrated

Ready to join the journey? Apply now! We\xe2\x80\x99re dedicated to building a diverse, inclusive and authentic workplace. If you\xe2\x80\x99re excited about a role, but your experience doesn\xe2\x80\x99t align perfectly, we encourage you to apply. You may be just the right candidate for this or other positions.