Job Description
Operational Management:
• Oversee daily operations and ensure that all processes and services are delivered efficiently and meet client requirements.
• Monitor performance metrics and implement strategies to improve productivity, quality, and client satisfaction
.• Ensure adherence to established policies, procedures, and service level agreements (SLAs).
Team Leadership and Development:
• Lead, mentor, and develop team leaders and staff, fostering a positive and collaborative work environment.
• Conduct regular performance reviews, provide feedback, and create development plans for team members.
• Handle recruitment, onboarding, and training of new employees.
Client Relationship Management:
• Serve as the primary point of contact for clients, addressing any issues or concerns promptly and professionally.
• Build and maintain strong client relationships to ensure long-term satisfaction and retention.
• Regularly communicate with clients to provide updates on performance and discuss potential improvements.
Strategic Planning and Execution:
• Develop and implement operational strategies to achieve business goals and drive continuous improvement.
• Collaborate with senior management to set objectives and develop plans to achieve them.
• Identify opportunities for process optimization and cost savings.
Compliance and Risk Management:
• Ensure compliance with all regulatory requirements and internal policies.
• Identify and mitigate operational risks to protect the company and clients.
• Conduct regular audits and implement corrective actions as needed.
Reporting and Analytics:
• Prepare and present regular reports on operational performance, client satisfaction, and financial status.
• Utilize data and analytics to identify trends, make informed decisions, and drive improvements.
Qualifications
Grade 12
Proven experience in a managerial role
Strong leadership, communication and interpersonal skills.
Excellent problem solving and decision-making abilities.
Attention to detail
Must have experience in management of a campaign in the Travel vertical
Experience working on Amadeus/Sabre
Additional Information
24x7 Operations
US hours
