Operations Manager - Travel Agency

Job Summary:

The Manager - Operations is responsible for the overall management and performance of the travel operations including operational performance, client servicing and retention, employee management and budgetary and cost management.

This position demonstrates an extensive understanding and applicability of all areas in the travel industry, call center operations and client servicing.

Span of control will be based on number and complexity of accounts and number of direct reports.

Key Responsibilities:

• Lead and manage day-to-day travel operations, ensuring performance meets or exceeds KPIs.
• Act as the main liaison between clients and operational teams, ensuring service expectations are met and exceeded.
• Drive customer satisfaction through proactive issue resolution and service improvement initiatives.
• Monitor and optimize operational processes, identifying opportunities for efficiency and cost control.
• Leads the team in error reduction efforts, providing direction, measurement and reviews of progress against goals
• Leads the effort or provides direction to review current work processes, procedures and policies, seeking efficiencies and effectiveness improvements making sure company objectives are met
• Manage budgets, staffing, and resources to ensure profitability and scalability.
• Coach and develop team members, fostering a culture of high performance and engagement.
• Supports and helps arrange rotational assignments within and between teams.
• Checks for understanding of and commitment to performance and development goals as well as follow up activities
• Evaluates completed development considering its contribution to achievement of business goals
• Utilize Peakon to create actions and interact with employees on their feedback to facilitate dialogue to improve employee engagement
• Collaborate with internal departments and external partners to support business goals and client needs.
• Assists team efforts and provides direction to the team to move market share to BCD Travel preferred suppliers
• Provides team feedback, coaching and development on performance through regular meetings, annual performance reviews and ad hoc coaching
• Works with performance data to maximum the effectiveness and efficiency of the team
• Creates a positive work environment
• Uses positive language and word choices to avoid  negative reactions
• Applies proper communication guidelines (clear, concise and personal) to interactions
• Actively communicates on all areas impacting the team, including performance against goals, changes in the business, etc.
• Lead change management initiatives and support new business implementations.
• Leads the effort to implement new business implementations (client, technology, processes, etc.) successfully and on-budget
• Responsible for evaluating and maintaining operation staffing
• Responsible for all assigned administrative tasks
• Leads change efforts, providing information and communication
• Conducts meetings and training sessions as appropriate
• Manages Disaster Recovery plans and efforts
• Manages day-to-day needs of the team and provides assistance and direction
• Manage and support regional and global initiatives, ensuring alignment with company strategy, process optimization, and technology adoption

Qualifications:

• Bachelor’s degree or equivalent professional experience.
• Minimum 5 years of experience in corporate travel operations.
• 3–5 years of experience in a managerial role.
• Strong knowledge of travel industry practices, GDS systems, and contact center operations.
• Excellent leadership, communication, and problem-solving skills.
• Proficiency in Microsoft Office and other business tools.
• Availability to travel and work flexible hours when required.
• Thorough knowledge of BCD Travel products and services