Assistant Manager Ops Travel

Job Description: Assistant Manager – Operations (Travel Account)

Job Summary

The Assistant Manager – Operations (Travel Account) is responsible for supporting the day-to-day management of a travel customer service operation, ensuring the delivery of exceptional customer experiences while meeting operational, financial, and client performance objectives. This role provides leadership to Team Leaders and Customer Service Representatives, drives employee engagement, monitors service delivery, and implements process improvements to achieve key business goals.

Key Responsibilities

Operations Management

• Assist in managing daily operations to ensure service levels, productivity, and quality standards are consistently achieved.
• Monitor real-time performance and staffing requirements to maintain operational efficiency.
• Analyze operational metrics and identify opportunities for continuous improvement.
• Ensure compliance with client policies, company procedures, and industry regulations.
• Support the implementation of new processes, system enhancements, and operational initiatives.

People Leadership

• Lead, coach, mentor, and develop Team Leaders to improve team performance.
• Conduct regular performance reviews, coaching sessions, and career development discussions.
• Foster a positive, collaborative, and high-performance work environment.
• Support employee engagement, recognition, and retention initiatives.
• Address employee relations concerns in coordination with Human Resources.

Client & Customer Management

• Ensure exceptional customer service is consistently delivered across all travel-related interactions.
• Support client meetings by preparing operational reports and performance updates.
• Collaborate with clients and internal stakeholders to resolve escalated customer concerns.
• Ensure adherence to client-specific service standards and contractual requirements.

Reporting & Analytics

• Prepare and analyze daily, weekly, and monthly operational reports.
• Identify trends, risks, and opportunities through data analysis.
• Present recommendations to Operations Managers and clients to improve business outcomes.

Continuous Improvement

• Drive operational excellence through process optimization and best practices.
• Participate in calibration sessions, business reviews, and strategic planning activities.
• Support change management initiatives and continuous improvement projects.

Qualifications

• Bachelor's degree in Business Administration, Hospitality, Tourism Management, or a related field preferred.
• Minimum of 2–4 years of experience in a BPO/contact center environment.
• At least 1–2 years of leadership experience as a Team Leader, Supervisor, or Assistant Manager.
• Experience supporting a travel account (airline, hotel, online travel agency, or travel reservations) is highly preferred.
• Strong understanding of travel operations, customer service, and contact center performance metrics.
• Excellent leadership, coaching, and people management skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
• Experience using workforce management, CRM, and travel reservation systems is an advantage.
• Willing to work rotating shifts, weekends, holidays, and extended hours as business requires.