Assistant Manager - Travel Operations

Role Overview

This position is key in managing the Front and Mid office travel operations primarily for GBT. The role involves overseeing team functions to ensure smooth process flows and efficient customer interaction.

Key Responsibilities

• Lead and manage teams to maintain high process efficiency.
• Handle contact center operations effectively.
• Ensure thorough research and documentation of mid office activities under strict governance.
• Manage customer relationships and interactions professionally.
• Identify opportunities for process enhancements and value-added initiatives.
• Maintain compliance with SLA and internal policies while fostering effective teamwork.
• Ensure SLA targets are consistently achieved according to agreed standards.
• Address employee attrition by motivating staff and implementing retention strategies.
• Manage customer escalations promptly to minimize recurrence and improve satisfaction.
• Provide performance coaching and constructive feedback to enhance team output.
• Strive to achieve top productivity standards with a strong emphasis on quality control.
• Develop and nurture sustained professional relationships with key stakeholders.

Qualifications and Skills

• Graduate degree with 4 to 6 years of experience in travel operations.
• Sound knowledge of Global Distribution Systems (GDS) and fare rule interpretation.
• Thorough understanding of queue management, invoice processing, refunds, and debit memos.
• Proven leadership skills managing teams of 15 to 20 members.
• Excellent interpersonal and conflict resolution capabilities.
• Strong abilities in coaching, mentoring, and delivering feedback.
• Proficiency in Microsoft Excel is desirable.
• Highly results-driven, especially under changing priorities.