Manager Operations_Airlines Experience
- IGT
- 8 - 13 years
- Noida, Gurugram
- 8 months ago
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- Report this job
Job Description
Job Title: Manager Operations (Travel Process Experience)
Location: [Gurgaon]
Department: Global Operations
Reports To: GM/VP Global Operations
Company: IGT Solutions
Position Overview
IGT Solutions is seeking a dynamic and experienced Manager Operations to oversee international customer service accounts. This role is instrumental in managing P&L responsibilities, driving strategic and tactical operational excellence, ensuring exceptional client satisfaction, and leading diverse teams across multiple business functions. The ideal candidate will have deep experience in the BPO travel sector and a proven track record of high-performance leadership.
Key Responsibilities
- Lead and manage operational processes, change initiatives, and administrative functions across functions such as Voice, Chat, Email, Back Office, WFM, and Quality.
- Achieve performance, productivity, and customer satisfaction targets across all service lines.
- Manage and analyze staffing adherence, scheduling, and key operational metrics.
- Own and drive annual budgets and P&L forecasts in collaboration with finance teams.
- Champion continuous improvement and operational innovation to enhance quality, CSAT, and efficiency.
- Collaborate with Sales, Account Management, and Presales teams to drive business growth.
- Build and maintain strong client relationships through proactive communication and consistent value delivery.
- Mentor and develop high-performing teams, ensuring alignment with company objectives and a culture of excellence.
Desired Qualifications & Experience
- 1013 years of leadership experience in BPO operations, preferably in the travel sector.
- Strong knowledge of the travel market, BPO competition, and industry trends.
- Demonstrated ability to lead and inspire high-performing operational teams.
- Lean Six Sigma Green or Black Belt certification preferred.
- Exceptional communication and interpersonal skills.
- Minimum of 2 years in a Manager Operations role with exposure to international travel operations and Voice/Back Office service lines.
Personal Attributes
- Passionate and motivated leader with a strong drive for service excellence and sales support.
- Creative and analytical thinker with problem-solving capabilities.
- Comfortable working in a fast-paced and evolving business environment.
- Strong interpersonal and team collaboration skills.
Why Join IGT Solutions?
At IGT Solutions, were dedicated to creating an inclusive and equitable work environment. We champion diversity and believe that every team member brings unique value to our success. If youre passionate about customer service and operational excellence in the travel domain, wed love to hear from you!
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: IGT SolutionsLocation(s): Noida, Gurugram
Keyskills: attrition airlines shrinkage Operations kpi tat sla
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