Strategic Operations Manager

1 week ago

Pune, Maharashtra, India Etraveli Group Full time

Etraveli Group is the world’s leading company for travel tech solutions and fulfillment capabilities for online sales of flights. We are dedicated to solving complexity by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond.

Our diverse team of over 2500 passionate professionals makes us the industry’s tech wonder and the best in the world at what we do.

Key Responsibilities:

  • Setting clear expectations and deadlines for reporting managers
  • Supporting managers in their daily tasks and routines
  • Mentoring, motivating, and developing managers/team leads
  • Ensuring the circulation of essential communication from managers to team leads and agents
  • Creating an atmosphere for feedback and sharing ideas (open door policy)
  • Daily monitoring and reviewing of team performance (data)
  • Organizing and conducting weekly, monthly, quarterly, and yearly performance reviews
  • Setting deadlines and action plans to improve performance gaps
  • Organizing and running regular Sr Manager and monthly Manager/Team Lead meetings
  • Assessing received feedback from colleagues/reportees
  • Preparing and reviewing reports, highlighting discrepancies if any
  • Discussing/reporting daily performance and special issues – quality-wise with managers
  • Discussing or escalating daily issues and reporting Day Summary to VP
  • Ensuring managers are aligned with WFM to address performance gaps
  • Highlighting any risks, concerns, process needs, or technical issues
  • Learning and understanding all E2E workflows for respective LOBs
  • Learning and understanding KPI and service fee contractual agreements and expectations for B2B
  • Attending and participating in departmental meetings (Process team/Leadership alignment meetings and review meetings with internal stakeholders)
  • Managing and troubleshooting escalations outside the leads’ control
  • Participating in interviewing Team Leads and above positions alongside HR
  • Performing skip level meetings
  • Deep-diving into processes where automation or improvements can be applied
  • Staying up-to-date on industry news and insights, as well as internal announcements
  • Advocating for our core values
  • Attrition avoidance, target, and objective setting/monitoring
  • Active participants in RNR programs and employee recognition
  • Adapting well to change and complexity

Requirements:

  • 10-12 years of overall experience in a team managing role in Operations (Contact center preferred)
  • Leadership skills – ability to engage and mentor a large team
  • Excellent communication skills
  • Analytical and data-driven
  • Multi-tasking skills & outsourcing knowledge will be a plus
  • Time management skills
  • Initiative skills (ability to be resourceful and work independently – resilient, determined, and proactive)
  • Driving Etraveli values and culture in the team
  • Preferred: Graduation or Master’s degree in Tourism, Business Administration, or related field, any extra qualification will be a plus
  • Organizational skills
  • Amadeus, Sabre, and Galileo knowledge (GDS will be an added advantage)

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