BCD Travel Senior/Manager, Operations (Global support) in Singapore, Singapore

Senior/Manager, Operations (Global support)

Requisition #: SG 7885-12913

Position Type: Full Time - Permanent

Work Countries: Singapore

Work Cities: Singapore SG

Job Description:

Your responsibilities:

  • Lead and ensure daily smooth operation of 24/7 travel call centre to ensure profitability and quality.

  • Act as one of the key liaison persons in assuring all internal and external clients are well informed of any operational changes/updates and etc.

  • Maintain effective communication necessary to strategic planning, business resiliency and client decision-making.

  • Provide input to other business units regarding service, technical issues, financial billing and etc.

  • Implement and support management with new and creative process improvements, identify opportunities for productivity and reduced costs, and ensure on-going customer service excellence.

  • Create a culture of passion around delivering the ultimate customer experience through empowerment in work with colleagues and staff.

  • Monitor trends and patterns in team performance to identify problem areas and take immediate corrective action and/or make suggestions for continuous improvement.

  • Ensure successful delivery of all service level agreement components, reduction of ADMs, write off, revenue leakage and exposure.

  • Responsible for resource planning, performance management and development of team members etc.

  • Responsible for ad-hoc projects as required.

We're looking for you if your profile matches the following:

  • Minimally 5 years of relevant experience, preferably in managing Global or 24X7 support team

  • Good ticketing knowledge and experience in GDS systems

  • Highly organised, proactive, able to manage multiple priorities and meet deadlines

  • Strong leadership, interpersonal and conflict resolution skills

  • Ability to collaborate and influence internal and external partners/stakeholder

Field of Interest Category: Groups

Shift:

Percent of Travel: 1-25%

Relocation: No

Languages Required: