Operations Technology Support

Are you ready for a challenging and exciting endeavor that will require the investment of a lot of hard work, dedication and all your experience? Are you ready to bring your skills, competencies and experience to support BCD Travel in establishing and enhancing the APAC based arm of the Global Organization? Do you have a solid understanding of the travel industry? You might be exactly the new team member we are looking for.

**Operations Technology Support**

**Virtual** India**

You shall be responsible for supporting the management team related to results and performance of the business unit. The position establishes measurements and statistical analysis for the department and their customers. This may include any or all measurements to include financial, performance, operational metrics, KPI’s and SLA achievements. Position designed to collaborate with those teams needing to substantiate operational impact, savings and business efficiencies in order to meet fiscal goals and exceed client expectations.

**Your responsibilities**:
**Manage Data Resources / Reporting**
- FOS Support
- Company management
- User management // Creation deletion of Agent
- Content management // Promo Codes setup mapping, Fop mapping etc etc
- Operational Tech support i.e. Filling up all the documents for IPCM resources for any implementations
- CRR Document with PNR formats
- TSH Setup & Queue Setups
- Managing Airline Promo codes in GDS’s
- GDS User addition & Deletion
- Profile Management in Both GDS’s
- Updating Credit card in GDS
- Supporting ops on their queries about Fare loading
- Managing the Entire OT & dispatch cases to all technologies based on the request in OT ( Person needs to know the impact of the Request and accordingly raise OT with respective technologies like GPOS/ AGM/ SAP/ OBT’s/ GDS / COMPLEAT
- Managing the Guest profile tagging for every profile created by TSPM Team in region
- Build and maintain business dashboards. Trend results and provide recommendations to the business unit to evaluate and/or re-engineer process
- Develop, coordinate and maintain flash reporting and scorecard tools to manage business results on a real time basis. This includes tools to measure performance from a department, agent, and customer level.
- Conduct Report Training with the applicable audiences as necessary

**Staffing and Resource Management**
- Develop staffing/utilization models to effectively manage workforce resources and ensure positive business (budget) results.
- Develop, deploy and manage a WFM process that enables real time management of volumes, benchmarks actuals against forecast offering staffing adjustments to Operations teams as required
- Support leadership with staff planning and forecasting

**KPI Development and Consulting**
- Integration of operations and financial reporting to attain full understanding of business and improve key results; NOE, NOI and budget planning
- Analyze KPI results on a continual basis, and conduct further research as necessary to identify and recommend improvement strategies
- Consult with leaders across the business unit to develop effective KPIs that can improve business results.

**Lead Business Initiatives**
- Consult and support business initiatives across the business unit
- Participate in company-wide projects that impact our team, and provide the necessary data to support those plans
- Assist with the development of business initiatives to quantify benefits analysis, ROI detail and service delivery improvements
- Assist with development of business presentations that enable the expansion of centralize service models

**Other**:
This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required for this position. The employee may be asked to perform other duties and responsibilities, as necessary.

**We’re looking for you if your profile matches the following**:

- Travel Operations experience
- Experience in Product Support i.e. Maintainence and support for Agent Facing POS tool FOS
- Experience in Operations Support in terms of Profileing in GDS's, Adding FOP, Creation of L1 on secondary GDS, Operation tech support i.e. to profile PNR formats and necessary setup in GDS for various tools like TSA, COMPLEAT, TSPM
- Experience in Cascading and getting confirmation of CRR changes to Ops, and Client management
- Experience in Dispatching all the OT raised by Ops and PM to various technologies under Project Innovate i.e. Analysing every case and based on the nature of requirement raise SRQ/OT to respective technology for changes i.e. AGM / OBT's / SAP
- Outstanding Analytical skills
- Thorough working knowledge of agency operations
- Understanding of business tools and workflow processes
- Minimum 5 years travel industry experience
- Understanding of WFM concepts and practices

**What we offer you**:
This is an exciting job within an international work environment. You’ll be working with a great i