Senior Manager

3 weeks ago

india CIBT Full time

Overview of the Company

CIBT is the leading global provider of immigration and visa services for corporations and individuals with over 1,100 expert immigration and visa professionals, attorneys and qualified migration consultants located in over 55 offices in 25 countries. With thirty years of experience, we are the primary service provider to 75% of Fortune 500 companies. We offer a comprehensive suite of services under two primary brands: Newland Chase, a wholly owned subsidiary focused on global immigration strategy and advisory services for corporations worldwide and CIBTvisas, the market leader for business and other travel visa services for corporate and individual clients, and legalization services.

We are fast-paced and dynamic business with aggressive plans for growth. We seek talent that will embrace the company’s aspirations to drive growth and shape the future of our business. Employees who achieve success possess intellectual curiosity, work well in a fast-paced and dynamic environment, and hold themselves accountable for driving results and achieving targets.

Private Equity (PE) backed since 2003, the company has a strong record of creating value for investors and executive leadership. Since the initial PE investment, the Company has completed four successful transactions progressively selling to larger PE investors.

CIBT has been a portfolio company of Kohlberg & Co ( since June 2017.

Role Overview

The Associate Director/ Senior Manager, CoE India Travel Services is responsible for ensuring all stakeholder commitments and program objectives are fully realized. They will track, measure and report on the performance of the India Travel Services that support our internal and external stake holders. This individual will continually evaluate the operational ‘health’ of the support teams and will foster a spirit of continuous improvement. The individual will be accountable for driving the highest levels of service and support for the stakeholders.

Reporting to the VP, CoE India, The Associate Director/ Senior Manager, CoE India Travel Services will provide a structured operational framework to strengthen and support global operations and delivery. A core aspect of the role is to support developing and delivering high quality seamless operational outputs for allocated stakeholders. The latter includes understanding CIBT market cultures, internal service teams and key issues, and working to deliver solutions by making recommendations and proposing creative resolutions through proactive leadership and management.

The individual must be able to sensibly evaluate and anticipate CIBT market needs and communicate goals and objectives that align with outcomes, drives process improvement and optimization that enhance performance and productivity and preserve the working relationships. They will work closely with local teams to enable effective collaboration between Support teams and Operational Delivery, ensuring clarity of responsibilities and accountability. They will work across departments/teams to ensure that new market implementations are carried out efficiently and effectively, providing a clear escalation process for markets as necessary.

Primary Responsibilities:

Lead India Travel Services Support teams that consist of

eVisa Remote Dashboard Paper Visa Travel Services Audit Conducting performance reviews judiciously and motivating staff. Should be an expert in survey analysis and process enhancement. Handles discipline and termination of employees as needed and in accordance with company policy. Works closely with HR to attract, retain and develop a high performing team Organizes and oversees the work and schedules of departmental managers / leads Provides leadership at the function level and cultivates a high-performing and engaged team through the next stage of growth. Through collaboration, identifies opportunities to further evolve the CoE Travel Services support model to include operational efficiencies and automation, ensuring a seamless transition of operations.Develop processes and procedures to maximise productivity, ensuring clear and efficient communication that enables service excellence through consistent support.Creates goals and objectives that align with outcomes, drives process improvement and optimization that enhance performance and productivity, using training and core / flex resourcing model, as required.Takes a collaborative approach with stakeholders to ensure a clear understanding of expectations and outputs, shared vision, and results; ensures clarity of resourcing, deliverables, and metrics.Measures performance against expected results and addresses needed

improvements. Identifies issues and develops coaching and/or training plans to ensure

success. Holds team members accountable for performance.

Lead business capacity planning exercised in direct response to stakeholder’s anticipated needs, ensuring that each team is staffed adequately to support fluctuations in volumeBuild and manage strong relationships and communication protocols with all CIBT markets.Prepare reports on operational performance for stake holders and executive leadership teams participate in and present during such reviews.Implements policies and procedures that will improve day-to-day operations.

Projects

Consultatively and proactively work on initiatives and projects related to expansion of the India Travel Services Support team.Drives transformation and evolution of the service model, building a culture of accountability and operational excellence.Monitors monthly budget vs. actual reports, managing expenses, resources, payroll and related costs to achieve targets. Partners with finance and the SVP India CoE to report cost to serve per market, and cost efficiency with clear ROI

Training

Support the service delivery teams during initial implementation for dedicated NC Markets as well as any future CoE implementations.Manage operational teams using a mentoring approach and training to facilitate continuous improvement and sharing of best practices across the team aligned with core standards and specific client needs.Support the improved education of operational and Travel Services support teams globally and serve as a resource for problem resolution, training and team building.

Meetings & Travel

Attend CIBT Meetings as requiredDomestic / International travel as required

Education and Experience:

Graduate Minimum combined twelve years’ experience in Travel or similar customer service industry with an understanding of escalation management and high touch customer focus. At least 5 years’ experience of Operations and Team management. Experience working across a global footprint, bringing team members together to achieve common goals. Experience with complex stake holder needs and strong ability to present solutions and lead and influence both internal and external stakeholders. Experience of developing, implementing and executing global programs. Experience of working with complex reporting and detailed financial data. Ability to synthesize and analyse data, identifying issues and proposing solutions. Strong written and verbal communication skills; ability to collaborate across departments and markets in order to achieve shared goals. Advanced ability in Excel, Word, and PowerPoint. Fluent in English; ability to draft professional process documents, instructions, presentations and related correspondence in English.

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