Lead Operations
4 days ago
About the Position:
This role is responsible for overseeing operations and supplier management for B2B digital platform offering Airport services. The ideal candidate will lead operations team as well as expand supplier partnerships to ensure seamless delivery and broaden service reach respectively.
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Key Responsibilities:
1. Operations Management:
- Oversee and optimize daily operations for our products, ensuring seamless customer experience.
- Ensure platform and service functionality by coordinating with frontline partners, tech support, and suppliers.
- Create and enforce SOPs for each service, ensuring consistency in service delivery and
- addressing any operational issues swiftly.
2. Supplier Relationship & Expansion:
Build and maintain strong relationships with suppliers and service partners ensuring their needs are met and any issues are resolved promptly.
Identify, engage, and onboard new suppliers to enhance service reach and variety
In coordination with supply chain team, negotiate commercial terms with suppliers to secure favourable agreements.
3. Customer and Partner Support:
- Lead a team to manage customer queries and escalations, working with suppliers to provide timely solutions.
- Collaborate with customer service teams to ensure smooth handling of service requests and feedback.
4. Financial & Performance Management:
- Analyse financial and operational performance metrics for each service, preparing periodic reports for stakeholders.
- Conduct regular analysis of transaction trends, cost structures, and revenue to support decision-making and strategy.
- Manage invoices, payments, and contract renewals for assigned services.
5. MIS Reporting & Analytics:
• Prepare and distribute regular MIS reports, highlighting key insights and areas for improvement.
• Track and analyse operational KPIs to ensure service goals are met, identifying areas to optimize service delivery.
Qualifications:
Experience:
• 8+ years of experience in handling operations within the airport /hospitality / travel sector
Proven track record in supplier management, contract negotiation, and partnership building.
• Exposure to digital platform operations, preferably in customer-facing services such as Meet & Greet or Lounge access.
Skills:
• Strong technical understanding of digital platforms and customer service operations.
• Excellent analytical skills, with experience in MIS reporting and performance analysis.
• Strong negotiation, communication, and interpersonal skills, with an ability to work collaboratively across teams and with external partners.
Education:
• Bachelor’s degree in Business Administration, Hospitality Management, or a related field. An MBA is a plus.
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