AVP - Operations - Airline/Travel BPO

Operations Head - Airline/Travel BPO - AVP level

- Position Overview:

The Operations Head will oversee and manage the end-to-end operations of one/multiple accounts airline/travel BPO division. This role requires a strategic leader with expertise in managing high-volume operations, optimizing processes, and enhancing service delivery. The Operations Head will lead a team of Senior and Manager-level operations professionals, ensuring the achievement of key performance indicators (KPIs) related to efficiency, quality, and client satisfaction.

- Key Responsibilities:

- Strategic Leadership:

- Develop and implement operational strategies that align with the company's goals and client requirements.

- Drive continuous improvement initiatives to optimize processes, reduce costs, and improve service quality.

- Provide strategic direction to the Senior Manager Operations and Manager Operations teams.

- Operational Excellence:

- Oversee daily operations, ensuring compliance with client SLAs, regulatory standards, and industry best practices.

- Ensure the seamless delivery of services related to airline reservations, ticketing, customer service, and travel-related processes.

- Monitor and analyse operational performance metrics, driving initiatives to improve efficiency and productivity.

- Team Leadership & Development:

- Lead and mentor the operations team, including Senior Managers and Managers, fostering a high-performance culture.

- Manage staff development, succession planning, and talent retention strategies to build a strong and motivated team.

- Conduct regular performance evaluations and provide ongoing coaching to the management team.

- Client & Stakeholder Management:

- Build and maintain strong relationships with key clients in the airline and travel sectors.

- Act as the main point of contact for escalations and operational issues, ensuring timely and effective resolution.

- Regularly meet with clients to review performance, discuss service enhancements, and ensure client satisfaction.

- Financial & Resource Management:

- Manage operational budgets, ensuring cost-effectiveness while maintaining service excellence.

- Forecast staffing requirements and optimize resource allocation to meet operational demands.

- Collaborate with the finance team to ensure accurate billing and revenue recognition for client accounts.

- Process & Quality Management:

- Implement and monitor quality assurance frameworks to ensure that operations meet or exceed client expectations.

- Drive the adoption of Lean, Six Sigma, or other quality improvement methodologies to streamline processes.

- Ensure compliance with airline industry regulations, safety standards, and travel policies.

- Innovation & Technology Integration:

- Identify and implement technology-driven solutions to enhance operational efficiency and customer experience.

- Lead automation and digital transformation initiatives within the BPO to remain competitive and agile in a fast-evolving industry.

- Qualifications & Experience:

- Experience:

- 12-18 years of experience in BPO operations of 1000-1500 people , with heavy voice mix (contact centre), for customer support/ customer service, with at least 5 years in a leadership role managing airline or travel-related processes.

- Domain Expertise:

Understanding of the airline / travel / OTA / ticketing, reservations, GDS systems / Other verticals,

Currently - Sr Manager ; Some Managers can also be considered

- Leadership:

Proven experience in leading and developing large teams, with a track record of achieving operational excellence.

- Technical Skills:

Familiarity with GDS platforms such as Amadeus, Sabre, and Galileo; experience with process optimization tools (Lean, Six Sigma) is preferred.

- Client Management:

Strong client management skills with the ability to build long-lasting partnerships.

- Education:

Bachelor's degree in Business Administration, Travel & Tourism, or related fields. A Master's degree is a plus.

- Communication:

Excellent communication, interpersonal, and presentation skills.

- Problem-Solving:

Strong analytical and problem-solving abilities with a focus on data-driven decision-making.

- What We Offer:

- Competitive salary and benefits package.

- Opportunity to lead high-impact projects in a dynamic, fast-growing environment.

- Career growth opportunities in a leading BPO organization.

- A collaborative and innovative work culture that values excellence and customer satisfaction.