General Manager - Travel Operations

Job Description

Account Management • SLA & Client Management: Ensure daily operations and contractual commitments consistently meet and exceed client KPIs • Travel Policy Enforcement: Guide the operational delivery of itinerary planning, T&E (Travel and Expense) processing, and emergency travel support Operations & Team Leadership• Leadership & Development: Direct a 300-FTE team encompassing frontline travel consultants, team managers, quality assurance, and workforce management (WFM) specialists.• Workforce Planning: Oversee capacity planning, roster management, and hiring strategies to ensure seamless 24/7 service coverage.• Performance Tracking: Utilize operational performance tools to monitor productivity, turnaround times, and customer satisfaction (CSAT/NPS).Financial & P&L Management• Budgeting: Manage the P&L for the operational unit, implementing cost-control measures while maximizing resource utilization• Growth: Support hunting and farming teams drive business growthProcess Improvement & Compliance• Continuous Improvement: Identify operational bottlenecks and lead process optimization initiatives, specifically within booking workflows, GDS navigation, and ticketing.• Risk & Compliance: Ensure compliance with global travel regulations, data protection standards (GDPR/PCI), and client-specific corporate travel policies • Business Continuity: Develop and maintain contingency and disaster recovery plans to manage severe disruptions (e.g., severe weather, global crises).

Qualifications

Qualifications & Requirements• Experience: 12+ years in BPO operations, with at least 5 years in a senior leadership role overseeing large teams (250+ FTEs) • Domain Expertise: Demonstrated experience managing corporate travel accounts, including hands-on familiarity with GDS systems (e.g., Amadeus, Sabre, Galileo) and T&E software.• Skills: Strong analytical and business acumen, crisis management abilities, • Education: Bachelor’s degree in Business Administration, Operations Management, or a related field (MBA is highly preferred)