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Senior Operations Manager
7 days ago
Senior Operations ManagerBusiness Unit:
Business Support Service (BSS)Reporting To:
Head of OperationsJob Type:
Work from officeLocation:
Panjim, GoaCompany ProfileOpen Destinations Limited is a leading services and technology provider exclusive to the travel industry, withmore than 25 years’ real-world experience. Our team consists of have 700+ travel professionals who work 24X7with 100+ customers globally to support and scale travel businesses.RoleOversees key customers’ accounts, responsible for formulating strategy, improving performance, selecting &retaining right talent and securing compliance. You should be ready to mentor your team members, find ways toincrease quality of customer service and implement best practices across all levels. Will work with a direct span of6-10 Operations Managers and total span of 160-200 FTEs.Duties & ResponsibilitiesOperations Management – Lead and oversee the day-to-day operations as per client SLAs.Client Management – Ensures customers get value for money, grows outsourced operations and renewsoutsourcing contracts with Open Destinations.Risk Management – Identify and manage operational risks. Ensure adherence to required compliance levels.Process Improvement – Identify areas of improvement and add value to the client’s business or internalprocesses.Focus on Staff Development – Coach and mentor staff and create a pipeline of second line leadership.Required Skills & ExperienceProven experience in Customer Service operations management, with at least 8-10 years in a seniorleadership role.Strong client management skills and the ability to build and maintain relationships.Business Development by increasing existing accounts and maintaining recurring revenues.Strong understanding of industry trends, technology updates, and best practices.Exceptional leadership, communication, and interpersonal skills.Excellent knowledge of process improvement methodologies – preferably Lean, Six Sigma – Yellow/Green Belt.Strategic thinker with a track record of driving operational excellence.Good understanding of different functions of outsourcing Operations – QA, Training, MIS.Proficiency in data analysis and the ability to use data to make informed decisions.Excellent problem-solving and decision-making abilities.Additional/Preferred SkillsExperience and understanding of travel or tour operator business.Educational Qualifications RequiredBachelor’s degree in any field. Master’s degree is a plus.
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