AVP - International Travel Process Operations - BPO/ITeS

Role : AVP - International Travel Process Operations - OTA ( BPO / ITeS)

Location : Mumbai / International Location

Job Description :

Operational Parameters:

- Excellent product knowledge of the end to end Travel Agency Operation (Airline, Hotel & Transport) - Ticketing services to invoicing & settlement with the ability to participate in Farming & Hunting discussions

- High focus on productivity, accuracy & quality as well achievement of all timelines.

- Timely & effective communication to clients on all metrics and management of escalations

- Complete knowledge on PnL management and efficient control on the margins..

- Experience with RFP activities and MSA/SOW creation.

- Strong MIS skills.

- Delivery of all services as per the SLA set.

Team Management :

- Conducting One to One discussions and Provide feedback on Development and Ratings

- Contribute actively to maintain and increase team satisfaction level

- Support ISO, Six Sigma projects to improve process performance on a consistent basis

- Establish rapport with team members and across-teams

- Identify barriers to team functioning and discuss possible solutions with the relevant party/parties

- Succession Planning to the team members

- Supporting the team members to meet their deadlines

Customer Satisfaction:

- Proactively handle service delivery issues, deviations or potential delays in achieving deadlines by keeping the relevant parties informed

- VOC scores are met or exceeded

- Maintain good working relationship with onshore peers

- Identify areas of improvement in processes owned and informing the management to obtain approval to implement change

Qualifications:

- Graduate/PostGraduation in any field with an IATA qualification

- Minimum 15 years Travel Agency BPO Experience with at least 7 years in a leadership role

- Must have managed a minimum of 250 FTE