Executive Operations Director
1 day ago
About the Role:
Open Destinations Limited is a leading services and technology provider, catering exclusively to the travel industry. With over 25 years of real-world experience, our team comprises 700+ professionals working 24/7 with 100+ global customers to support and scale travel businesses.
Key Responsibilities:
Lead key customer accounts, formulate strategies, improve performance, select and retain top talent, and ensure compliance. Mentor team members, enhance quality of customer service, and implement best practices across all levels. Collaborate with a direct span of 6-10 Operations Managers and a total span of 160-200 FTEs.
Main Duties & Responsibilities:
- Operations Management: Oversee day-to-day operations as per client SLAs.
- Client Management: Ensure customers receive value for money, grow outsourced operations, and renew outsourcing contracts with Open Destinations.
- Risk Management: Identify and manage operational risks, ensuring adherence to required compliance levels.
- Process Improvement: Identify areas of improvement and add value to clients' businesses or internal processes.
- Staff Development: Coach and mentor staff, creating a pipeline of second-line leadership.
Requirements:
- Proven experience in Customer Service operations management, with at least 8-10 years in a senior leadership role.
- Strong client management skills and ability to build and maintain relationships.
- Business Development: Increase existing accounts and maintain recurring revenues.
- Industry trends, technology updates, and best practices understanding.
- Exceptional leadership, communication, and interpersonal skills.
- 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.
- Data analysis proficiency and ability to use data to make informed decisions.
- Excellent problem-solving and decision-making abilities.
Additional/Preferred Skills:
- Experience and understanding of travel or tour operator business.
Educational Qualifications:
- Bachelor's degree in any field. Master's degree is a plus.
Estimated Salary: ₹1,500,000 - ₹2,500,000 per annum
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