Job Description
Where will your career take you? We're not just any travel management company.
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Manager, Operations
Job Summary :
The Manager, Operations is responsible for the overall management and performance of the travel operations including operational performance, client servicing and retention, employee management and budgetary and cost management.
This position demonstrates an extensive understanding and applicability of all areas in the travel industry, call center operations and client servicing.
Essential Duties and Responsibilities :
Handling incoming requests -
- Strong understanding of a client policies and processes, determining the impact to the operation team as changes are implemented
- Strong understanding of a client policies and processes, determining the impact to the operation team as changes are implemented
- Has a strong understanding and accurately and provides direction on a large spectrum of travel supplier rules
- Maintains and seeks expansion of current knowledge of various industries (Travel Management, Account Management, Contact Center Operations, etc.)
- Supports BCD Travel and client driven initiatives
- Leads the effort or provides direction to review current work processes, procedures and policies, seeking efficiencies and effectiveness improvements making sure company objectives are met
Quality and Service Excellence -
Reviews operations performance reports and provides direction and implements programs to improve the performance of the operations against goalsConsistently follows BCD Travel guidelinesLeads the team in error reduction efforts, providing direction, measurement and reviews of progress against goalsEnsure customer satisfaction is measured and goals are met; implementing plans for continuous improvementServes as the primary liaison between the Account Manager and the operational staff; ensuring all client needs are metReviews customer servicing metrics; seeking and implementing improvements and ensuring goal levels are metServes as the escalation point for client and / or customer issues, ensuring customer satisfactionProvides direction to the team for improved customer satisfactionBalances the needs of the customer / client and operational need to ensure efficiency and effectivenessTeamwork and Communication -
Seeks opportunities to review operational processes and the commercial relationship with customer, provides and implements suggestions for improvementAssists team efforts and provides direction to the team to move market share to BCD Travel preferred suppliersProvides support to team members on their job responsibilities and coaches team members for improved performance and career planningProvides team feedback, coaching and development on performance through regular meetings, annual performance reviews and ad hoc coachingOversees and assists the team members in balancing priorities and managing their workload so team KPIs are consistently achievedWorks with performance data to maximum the effectiveness and efficiency of the teamCreates a positive work environmentResponsible for employment related act ivies such as hiring and on-boarding of new employees, disciplinary actions and terminationsMaintains the highest level of integrity as a representative of the company; abiding all company policies and proceduresUses positive language and word choices to avoid negative reactionsApplies proper communication guidelines (clear, concise and personal) to interactionsActively communicates on all areas impacting the team, including performance against goals, changes in the business, etc.General management responsibilities -
Manages all key performance metrics evaluating or implementing and reviewing measurements, coaching and continuous improvementMonitors and controls departmental expenses, seeking and implementing improvements to improve the profitability of the operationsLeads the effort to implement new business implementations (client, technology, processes, etc.) successfully and on-budgetManages overall budget and performance against budgetResponsible for evaluating and maintaining operation staffingResponsible for all assigned administrative tasksLeads change efforts, providing information and communicationIdentify and communicate risks, issues and benefits to the operations and / or the customerDelegates work to others for improved results and individual growth as applicableRequired Qualifications :
Bachelor degree, or equivalent work experience (preferred)Minimum of five (5) years corporate travel experience.Prior managerial experience of 2-3 yearsThorough knowledge of the travel industry, fares and markets.Knowledge of specified GDS(s).Thorough knowledge of travel agency operationsKnowledge of word processing, spreadsheets, presentation, and email softwareAbility to travel on a regular basisAbility to work night and weekends, when neededPreferred Qualifications :
Proficiency in Microsoft Office applicationsPrior budget and cost management experienceThorough knowledge of BCD Travel products and services