Job Description

Duties & Responsibilities

• Responsible for a multifaceted role that involves leading, managing, guiding, and overseeing both people and processes. Handles the client and ensures that their expectations are met.
• Oversee the day-to-day operations of their team, ensuring that work is completed on time.
• Track and evaluate the performance of the team members.
• Implements quality control procedures and conducts regular audits to ensure compliance.
• Managing team performance by setting expectations and measuring performance outcomes concerning these expectations.
• Identify process bottlenecks and opportunities, set objectives, establish KPIs, and monitor performance.
• Handle conflict resolution and ensure a positive and productive work environment.
• Primary contact for clients, building strong relationships and handling client issues.
• Fostering an environment that will encourage professional and personal growth and the transfer of knowledge to future talent.

Required Skills

• Minimum 3 years of experience in leading an operations team in an outsourcing business.
• Must have excellent written and verbal communication skills (English).
• Must have the ability to face the client.
• Must be confident enough to handle project transition.
• Ability to identify process gaps and find innovative solutions.
• Must have proven feedback and coaching skills.
• Would prefer having knowledge of contracts from various destinations worldwide.

Additional/Preferred Skills

• Experience and understanding of the travel or tour operator business.

Educational Qualifications Required

• Bachelor's degree in any field, A master's degree is a plus.

Skills Required