Global Business Operations Director

1 day ago

Kolkata, West Bengal, India beBeeLeadership Full time ₹ 1,80,00,000 - ₹ 2,40,00,000
Senior Operations Manager

The Role:

We seek a seasoned leader to oversee the end-to-end operations of our international travel business. This role is responsible for managing external clients, internal operations, and support teams.

Key Responsibilities:

  • Operational Excellence: Lead improvements across business verticals, optimize resource allocation, and track progress against defined goals.
  • Domain Capability: Strengthen domain capabilities through continuous improvement and talent development.
  • Strategic Planning: Develop strategies aligned with growth objectives. Lead cross-functional planning for budgets, expansion, service design, operational costs, and hiring.
  • Business Growth: Collaborate with Sales & Marketing teams across geographies to support business expansion.
  • Innovation & Value Addition: Lead innovation initiatives and other value-added efforts in partnership with the client.
  • P&L Ownership: Manage the P&L for business operations, including strategic plans to drive profitability and growth.
  • Team Management: Oversee a large team, enhance organizational efficiency, build scalable processes and infrastructure, and align delivery capabilities with pipeline demand.
  • Client Satisfaction: Build strong client relationships and ensure high levels of satisfaction.
  • Best Practices: Develop, share, and implement best practices across service offerings and domains.
  • Compliance: Ensure full compliance with regulatory requirements and internal standards.

Requirements:

  • Experience: Minimum 11 years in BPO CX operations, with 1-2 years in the Travel/OTA/Airlines domain (preferred).
  • Industry Knowledge: Strong understanding of business trends, emerging technologies, and industry best practices.
  • Analytical Acumen: Ability to streamline complex processes and make data-driven decisions.
  • Leadership: Proven success in leading large teams (HC of 300 FTEs), attracting and developing talent, and fostering a high-performance culture.
  • Performance Management: Demonstrated ability to improve performance across quality, efficiency, and effectiveness metrics.
  • Stakeholder Engagement: Strong internal and external stakeholder management skills, with excellent communication, negotiation, and conflict resolution abilities.
  • Education: MBA or Postgraduate degree preferred.

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