BCD Travel Performance Solutions Manager - Process in Singapore, Singapore
Performance Solutions Manager - Process
Requisition #: SG 7885-12912
Position Type: Full Time - Permanent
Work Countries: Singapore
Work Cities: Singapore SG
Duties & Responsibilities:
Lead or support various process improvement initiatives and other special projects designed to improve business effectiveness.
Engage appropriate account, divisional, or enterprise resources to ensure project requirements are met.
Schedule and/or participate in all meetings and conference calls related to each project.
Construct data analysis to support decision making and recommendations
Create project work plans and result action plans. Ensure progress is made in line with project timelines
Deliver successful project outcomes and yield results established in project objectives
Review business initiatives from an unbiased position
Serve as a process and/or product subject matter expert as necessary
Identify best practices in the customer experience and in operation efficiency from both in and out of the industry, be able to apply these ideas and concepts to our organization, develop plans and facilitate implementation of those best practices
Provide internal / external customers with insights based on business research and analysis
Provide recommendations and solutions that take into account the nature of our organization, the relationship we have with others in the industry (our competitive edge), and our internal organization and culture.
Serve as a liaison and/or escalation point between the account, region, or division and the project team
Facilitate effective communication as required for successful project completion Monitor and track the status of each initiative, engage appropriate local resources, and escalate as needed to ensure initiative success
Manage client recovery efforts by understanding the requirements, gaps, and pulling in the necessary people to resolve the issues quickly and to the customers’ expectations
Prepare risk assessments, establishing contingency plans for risk areas
Define and implement best practices across Operations, Account Management, Technology, and Financial areas as related to specific projects
Responsible for ad-hoc projects as required
Bachelor Degree in Business or equivalent is preferred.
Minimum 5 years relevant experience
Subject matter expert in Agency Operations, Call Centre principles, or Automation/Technology
Competent in MS Office tools, Word, PowerPoint, Excel - Access, MS Project
Proven track records and experience in Project Management
Excellent communication and presentation skills, with the ability to engage at all levels comfortably.
Creative thinker who can work independently and also with a closely knitted team.
Prior exposure in travel/airline industry will be preferred.
Field of Interest Category: Performance Solutions
Percent of Travel: 1-25%