Job Description

Are you ready for a challenging and exciting endeavor that will require the investment of a lot of hard work, dedication and all your experience? Are you ready to bring your skills, competencies and experience and be part of BCD Travel's Regional Operations team? If yes, you might be exactly the team member we are looking for.

Operations Director, Asia Pacific

The Operations Director, Asia Pacific is responsible for overall governance and performance of operations of owned countries including operational performance, client servicing and retention, employee management and budgetary and cost management. This person ensures all operational goals are met consistently and works to implement and measure continuous improvement efforts.

This position demonstrates an extensive understanding and applicability of all areas in the travel industry, call center operations, client servicing and business practices in multiple regions/countries. Span of control will be based on number and complexity of accounts and number of direct reports.

Additional responsibilities include driving strategic regional initiatives including enterprise-wide initiatives as identified by stakeholders. Perform variety of projects which focused on organization’s capabilities and performance. Design and deliver innovative recommendations to optimize the operating model while effective managing risks. The incumbent will align to the regional leadership and oversees these initiatives and ensure the deliverables are brought to fruition.

Job Responsibilities:

Operational Knowledge and Application

• Strong understanding and application of a client policies and processes, determining the impact and provide potential alternatives to the Account Management team
• Provides direction and measures the impact to the operation of travel supplier rules and changes, mitigating the impact of changes to the operation
• Maintains and seeks expansion of current knowledge of various industries (Travel Management, Account Management, Contact Center Operations, etc.)
• Uses industry knowledge to provide direction on best practices, identify and implementation of operational improvements
• Oversees, provides guidance on review of current work processes, procedures and policies, seeking efficiencies and effectiveness improvements making sure company objectives are met

Quality

• Reviews operations performance reports and provides direction and implements programs to improve the performance of the operations against goals
• Consistently follows BCD Travel guidelines
• Leads the team in error reduction efforts, providing direction, measurement and reviews of progress against goals

Service Excellence

• Ensure customer satisfaction is measured and goals are met, implementing plans for continuous improvement
• Serves as the primary liaison (for offshore offices/locations) between the Account Manager and the operational staff; ensuring all client needs are met
• Reviews customer servicing metrics: seeking and implementing improvements and ensuring goal levels are met
• Serves as the escalation point for client and/or customer issues (serviced via offshore offices/locations), ensuring customer satisfaction
• Provides direction to the team for improved customer satisfaction
• Balances the needs of the customer/client and operational need to ensure efficiency and effectiveness
• Regularly meets with the Account Management team (for offshore offices/locations) to review performance and make improvements for improved client/customer satisfaction
• Meets with the client as requested as the primary contact for Operations if needed.

Strategic regional initiatives

• Support key strategic regional initiatives and this may include enterprise-wide initiatives as identified by the regional leadership team. This includes support end to end project ownership
• Develop a deep understanding of the critical issues facing our business and responsible for providing recommendations to drive the improvements and/or transformations to the operating model.
• Responsible for identifications, planning and overseeing of large strategic initiatives which could include but not limited to offshoring, corporate/partner restructuring, cross-functional improvement programs, or value-chain optimization
• Assist in implementation of global/regional strategy and business initiatives
• Work closely with global and regional team in enhancing existing ways of working in achieving business objectives.
• Manage project timelines and budget and ensure the plans are executed and track progress against the schedules. Update and escalate if necessary to key stakeholders on the status of the project.

Teamwork

• Assigns and work with Process team on the review of operational processes and implements suggestions for improvement
• Assists team efforts and provides direction to the teams to move market share to BCD Travel preferred suppliers
• Provides support to team members on their job responsibilities and coaches team members for improved performance and career planning
• Provides team feedback, coaching and development on performance through regular meetings, annual performance reviews and ad hoc coaching
• Oversees and assists the team members in balancing priorities and managing their workload so operational KPIs are consistently achieved
• Works with performance and budget data to maximum the effectiveness and efficiency of the team
• Creates a positive work environment
• Responsible for overseeing employment related activities such as hiring and on-boarding of new employees, disciplinary actions and terminations
• Maintains the highest level of integrity as a representative of the company; abiding all company policies and procedures

Communication

• Uses positive language and word choices to avoid negative reactions
• Applies proper communication guidelines (clear, concise and personal) to all interactions
• Actively communicates on all areas impacting the team, including performance against goals, changes in the business, etc.

General Management Responsibilities

• Sets the team/operational goals and direction to support the achievement of the organization's goals
• Implement and ensure tracking against goals including regular communications to the staff of progress
• Manages all key performance metrics evaluating or implementing and reviewing measurements, coaching and continuous improvement
• Monitors and controls departmental expenses, seeking and implementing improvements to improve the profitability of the operations
• Leads the effort to implement new business implementations (client, technology, processes, etc.) successfully and on-budget
• Manages all aspects of the operation budget, including forecasting and budget planning and performance against budget
• Validate and approve staffing needs and requests and presents to leadership for improvement
• Responsible for all assigned administrative tasks
• Leads change efforts, providing information and communication
• Identify and communicate risks, issues, benefits and mitigation plans to the operations and/or the customer
• Delegates work to others for improved results and individual growth as applicable
• Participate in sales and marketing activities and offer operational assistance to meet company sales and growth objectives

Administrative Tasks

• Oversees and provides guidance on quality management initiatives such as error management
• Completes administrative tasks as required
• Ensures root causes are identified and the successful implementation and measurement of improvement initiatives
• Leads and manages key projects for the operation or participates as an active member of a project team
• Conducts meetings and training sessions as appropriate
• Oversees Disaster Recovery plans and efforts
• Manages overall needs of the operation and provides assistance and direction

Requirements:

• Bachelor degree, or equivalent work experience
• Minimum of seven to nine (7-9) years corporate travel experience.
• Prior managerial experience of six to seven (6-7) years
• 8-10+ years’ experience in the APAC travel industry
• Prior budget and cost management experience
• Thorough knowledge of the travel industry, fares and markets
• Thorough knowledge of travel agency operations and travel technologies
• Ability to work independently and also a self-starter
• Strong oral and written skills, including presentation skill
• Strong project and time management skill
• Knowledge of word processing, spreadsheets, presentation, and email software
• Ability to travel when needed
• Ability to work nights and weekends when needed

We seek your understanding that only applicants who are legally authorized to work in the country of application without need for company sponsorship will be considered.

What we offer you:
This is an exciting job within an international work environment. You'll be working with a great international team of colleagues. And, we offer you a competitive package, training, career development, flexible hours and a dynamic work environment.

How to apply:
Is this your next career move? Don't wait any longer. Create a profile in our job portal on our website and upload your CV and cover letter.




Get to know us
BCD Travel helps companies make the most of what they spend on travel. For travelers, this means keeping them safe and productive, and equipping them to make good choices on the road. For travel and procurement managers, it means advising them on how to grow the value of their travel program. In short, we help our clients travel smart and achieve more. For more information, visit www.bcdtravel.com .



This position is not open to third-party recruiting agencies.