Operations Manager
1 week ago
Job Title: Operations Manager – ReconfirmationsDepartment: OperationsLocation: IndiaReports To: Regional Operations Manager – Back Office(Sarika Arya)________________________________________________________________________________Job Summary We are seeking an experienced and detail -oriented OperationsManager to lead and enhance our Reconfirmation process within the travelindustry. This role ensures both system and team performance are optimized tomeet service standards and KPIs. The manager oversees daily reconfirmationsacross India and Brazil hubs, drives team development, and acts as the secondpoint of escalation for reconfirmation issues. The idealcandidate will bring a strong operational background, a proactive "can -do"attitude, and experience managing large, multicultural teams. You will beresponsible for leading a team handling high -volume, routine tasks, ensuringaccurate and timely reconfirmations, and fostering collaboration acrossdepartments.If youthrive in a fast -paced environment, are data -driven, and enjoy buildingstreamlined workflows that elevate team performance, this is the opportunityfor you..Key ResponsibilitiesProcess Efficiency• Oversee daily reconfirmation workflows across manual andautomated processes.• Ensure reconfirmation processes are optimised forautomation, speed, accuracy, and scalability.• Monitor HCN Hub performance and escalate systemic issuesas needed.Team Management• Lead Team Leaders, Seniors, and Executives across Indiaand Brazil hubs.• Drive recruitment, onboarding, and continuous developmentof team members.• Foster a high -performance culture through coaching,feedback, and structured reviews.Hub Performance & Optimisation• Collaborate with Product and R&D teams to ensureoptimal Hub configuration and supplier integration.• Identify and implement process improvements to enhanceefficiency and accuracy.• Track and report on operational metrics and trends.Escalation & Issue Resolution• Act as the second point of escalation for reconfirmationsissues with a focus on proactively avoiding these.• Support Team Leaders and Seniors in resolving complexcases and exceptions.• Ensure timely resolution of supplier or system -relatedchallenges.Cross -Functional Collaboration• Work closely with the Regional Operations Manager, Trainer& QC, and cross -functional teams to align on goals and initiatives.• Contribute to documentation, SOP updates, and knowledgesharing.RequirementsSkills & Experience• Proven experience in operations management, preferably intravel, tech, or customer service.• Strong leadership and team development skills.• Analytical mindset with experience managing KPIs andperformance metrics.• Excellent communication and stakeholder managementabilities.• Highly organised, with strong problem -solving andmultitasking abilities. Comfortable working in a dynamic, high -volumeenvironment with shifting priorities.• Prior exposure to reconfirmation or reservations processesin the travel sector is a plus. Benefits Quarterly Performance Bonus
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