Service Operations Manager

2 days ago

Kolkata, West Bengal, India beBeeOperations Full time ₹ 40,00,000 - ₹ 60,00,000

The Role


  • Our client is seeking a seasoned leader to manage end-to-end operations of their premium travel service.

This key liaison position will oversee the management of external clients, internal operations, and support teams.


This role serves as the primary point of contact for both internal and external stakeholders, ensuring alignment with contractual obligations and service excellence.


Job Elements

Operational Excellence: Lead improvements across business operations, optimize resource allocation, and track progress against defined business 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 and drive business expansion.


Innovation & Value Addition: Lead innovation initiatives and other value-added efforts in partnership with the client.


P&L Ownership: Manage the financial performance of business operations, including the development and execution of strategic plans to drive profitability and growth.


Team Management: Oversee a large, high-performing team. Enhance organizational efficiency, build scalable processes and infrastructure, and align delivery capabilities with pipeline demand. Provide vision and leadership with a data-driven approach.


Client Satisfaction: Act as the 'Voice of the Customer' by building strong client relationships and ensuring 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.


Profile & Experience
  • 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, attracting and developing talent, and fostering a high-performance culture.
  • Performance Management: Demonstrated ability to improve performance across quality, efficiency, and effectiveness metrics, consistently meeting or exceeding SLAs.
  • Business Growth: Track record of driving performance and scaling operations in a matrix-driven organization.
  • Stakeholder Engagement: Strong internal and external stakeholder management skills, with excellent communication, negotiation, and conflict resolution abilities.

Educational background in MBA or Postgraduate degree preferred.

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