Operations Manager - Travel Industry

Title : Operations Manager

Business Unit : Business Support Service (BSS)

Reporting To : Head of Operations

Job Type : Work from office

Location : Panjim, Goa

Company Profile:

Open Destinations Limited is a leading services and technology provider exclusive to the travel
industry, with more than 25 years' real-world experience. Our team consists of have 700+ travel
professionals who work 24X7 with 100+ customers globally to support and scale travel businesses.

Duties & Responsibilities:

- Overseeing operational activities at every level of respective span. By adopting operational plans, carrying out performance evaluations, and supervising all daily activities, they strive to keep the business productive, efficient and organized at all times.

- Developing and implementing strategic plans to enhance productivity, quality, and customer-service standards.

- Client Management - Ensures Service Delivery where all projects are green on all KPIs and SLAs.

- Establish and support account management process, ensuring client needs are met and expectations exceeded.

- Identify potential operational risks and implement strategies to mitigate them.

- Increases the efficiency of existing processes and procedures to enhance the performance of the team.

- Monitor and report on operational performance, identifying areas of improvement and implementing necessary changes. Coach and develop staff for future growth.

- Continuous personal growth and development are critical to managerial and organizational success

Required Skills:

- Good understanding of different aspects of outsourcing business - Operations, QA, Training, MIS.

- Excellent English communication skills, both written and verbal.

- Excellent knowledge of process improvement methodologies - preferably Lean, Six Sigma - Yellow/Green Belt.

- Conflict management - ensuring that issues are addressed promptly and professionally to maintain positive relationships and foster collaboration.

- Demonstrated ability to drive process improvements and operational efficiencies.

- Strong client management skills with a focus on customer satisfaction.

Additional/Preferred Skills:

- Experience and understanding of travel or tour operator business.

Educational Qualifications Required - Degree in any field. Master's degree is a plus.