AVP – International Travel Process Operations – BPO/ITeS (15-20 yrs)

Role : AVP – International Travel Process Operations – OTA ( BPO / ITeS)

Location : Mumbai

Job Description :

Operational Parameters:

– Excellent product knowledge of the end to end Travel Agency Operation (Airline, Hotel & Transport) – Ticketing services to invoicing & settlement with the ability to participate in Farming & Hunting discussions

– High focus on productivity, accuracy & quality as well achievement of all timelines.

– Timely & effective communication to clients on all metrics and management of escalations

– Complete knowledge on PnL management and efficient control on the margins..

– Experience with RFP activities and MSA/SOW creation.

– Strong MIS skills.

– Delivery of all services as per the SLA set.

Team Management :

– Conducting One to One discussions and Provide feedback on Development and Ratings

– Contribute actively to maintain and increase team satisfaction level

– Support ISO, Six Sigma projects to improve process performance on a consistent basis

– Establish rapport with team members and across-teams

– Identify barriers to team functioning and discuss possible solutions with the relevant party/parties

– Succession Planning to the team members

– Supporting the team members to meet their deadlines

Customer Satisfaction:

– Proactively handle service delivery issues, deviations or potential delays in achieving deadlines by keeping the relevant parties informed

– VOC scores are met or exceeded

– Maintain good working relationship with onshore peers

– Identify areas of improvement in processes owned and informing the management to obtain approval to implement change

Qualifications:

– Graduate/PostGraduation in any field with an IATA qualification

– Minimum 15 years Travel Agency BPO Experience with at least 7 years in a leadership role

– Must have managed a minimum of 250 FTE