Operations Manager
1 month ago
About the Opportunity:
Role: Operations - Corporate Channel
Level: Assistant Manager/Deputy Manager
Reporting To: Director - Corporate Channel
Location: Gurugram
About the Function:
MyBiz, a corporate travel management platform by MakeMyTrip provides a customizable, realtime self-booking system which seamlessly integrates into a company's structure to deliver convenience, transparency, savings and the power of choice. Over last 5 years, they have onboarded 50000+ prominent corporates like Vedanta, P&G, Zomato, Bajaj Finance, Escorts, Netflix, Byjus and Blackberry etc which are availing the benefits of our seamless platform, along with significant savings.
About the role:
- This position will be integral to enhancing the customer experience and improving operational efficiency across various areas such as post-sales, fulfillment, finance, and outsourced partner standard operating procedures (SOPs) and service level agreements (SLAs).
- Responsibilities will include driving Net Promoter Score (NPS), Post-Action Score (PAS), and Customer Satisfaction (CSAT) for the business line.
- Proficiency in analyzing data to derive actionable insights is essential for this role.
What will you be doing:
- Develop metrics, process maps, and process flows to streamline operations and enhance efficiency.
- Take ownership of both qualitative and quantitative service delivery metrics to ensure high quality performance.
- Drive innovation and identify opportunities within the business for process automation, aiming to optimize workflows and reduce manual efforts.
- Lead external and internal business reviews, emphasizing effective stakeholder management to align goals and expectations.
- Foster collaboration by liaising with Product, Technology, and relevant stakeholders to facilitate the successful completion of assigned project.
Interaction Points:
Collaborate with cross-functional teams including Supply, Product, post sales, Finance, Tech and as well as various business units.
Qualification & Experience:
- Experience with managing projects and people.
- Experience in successfully migrating new projects.
- Experience working in fast-pace environments.
- At least 6-8 years of relevant experience.
- Post-graduate from a reputed college.
Key Success Factors for the Role:
- Ensuring smooth transitioning and successful delivery of assigned projects as per agreed timelines.
- Evaluating the performance of the delivered projects on the business and incorporating learnings for future planning.
- Beating the productivity targets set-out by the business on process excellence.
- Timely project management and process implementation.
- Execution excellence -fast and accurate.
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