Operations Manager – Travel Process
Company: Assistara Global Service Ltd.
Location: Sector 136, Noida, Uttar Pradesh
Experience: Minimum 8 Years
Employment Type: Full-time
Department: Travel Operations
About Assistara Global Service Ltd.
Assistara Global Service Ltd. is seeking an experienced, dynamic, and result-oriented Operations Manager – Travel to lead and manage our travel operations team from our Sector 136, Noida location.
The ideal candidate will have extensive experience in the US Travel/BPO industry, strong knowledge of travel operations, excellent people-management skills, and a proven track record of delivering operational, quality, customer experience, and revenue targets.
This is a leadership position for a professional who can manage large teams, drive operational excellence, handle escalations, develop people, and consistently deliver business results.
Job Summary
As an Operations Manager – Travel, you will be responsible for managing the overall performance of the travel operations function, including people, productivity, quality, customer satisfaction, process adherence, and business targets.
You will work closely with Team Leaders, Quality, Training, Workforce Management, Sales, and senior management to ensure smooth operations and continuous improvement.
The successful candidate should be highly customer-focused, commercially aware, data-driven, and capable of managing operations in a fast-paced, target-oriented environment.
Key ResponsibilitiesOperations Management
- Manage end-to-end daily operations for the Travel Process, with a strong focus on US customers.
- Lead and manage Team Leaders and large teams of travel professionals.
- Ensure achievement of operational targets related to productivity, quality, SLA, CSAT, conversion, revenue, and customer experience.
- Monitor daily, weekly, and monthly operational performance and take corrective action where required.
- Ensure smooth workflow and effective resource utilization across the operation.
- Establish operational priorities and ensure timely execution of business objectives.
- Develop and implement SOPs, process improvements, and best practices.
- Ensure strict adherence to company policies, client requirements, and process guidelines.
People & Team Leadership
- Manage, coach, and mentor Team Leaders and frontline travel teams.
- Conduct regular performance reviews and identify development opportunities.
- Build a high-performance culture focused on accountability, ownership, and customer satisfaction.
- Develop action plans for underperforming teams and individuals.
- Monitor attendance, attrition, productivity, schedule adherence, and employee engagement.
- Support recruitment, onboarding, training, nesting, and workforce transition activities.
- Ensure effective communication of organizational goals and process updates to all levels of the team.
Travel Operations
- Ensure effective handling of customer requirements related to airline reservations, ticketing, cancellations, rebooking, itinerary changes, travel queries, and other travel-related services.
- Ensure teams follow established travel procedures and deliver accurate solutions.
- Monitor complex customer cases and ensure appropriate escalation and resolution.
- Ensure compliance with client-specific and travel-industry processes.
- Maintain strong knowledge of US travel customer expectations and operational requirements.
- Identify opportunities to improve customer experience and operational efficiency.
Performance & KPI Management
- Monitor and improve key operational metrics, including:
- AHT – Average Handling Time
- CSAT – Customer Satisfaction
- FCR – First Contact Resolution
- Quality Score
- SLA Adherence
- Productivity
- Conversion
- Revenue
- Schedule Adherence
- Attrition
- Analyze performance reports and identify trends, gaps, and opportunities.
- Conduct regular business reviews with Team Leaders and senior management.
- Develop and execute performance-improvement plans.
- Ensure consistent achievement of operational and financial targets.
Customer & Escalation Management
- Take ownership of high-priority customer and operational escalations.
- Ensure timely resolution of complex travel-related issues.
- Maintain strong customer relationships and protect customer satisfaction.
- Identify root causes of recurring complaints and implement corrective measures.
- Ensure escalation processes are clearly defined and followed.
Cross-Functional Collaboration
- Work closely with Quality, Training, Workforce Management, HR, Sales, and Finance teams.
- Coordinate with internal stakeholders to ensure smooth business operations.
- Partner with Training and Quality teams to identify knowledge and performance gaps.
- Work with Workforce Management to optimize staffing and scheduling.
- Support Sales teams with operational insights and customer experience initiatives.
- Participate in client/business review meetings as required.
Reporting & Business Reviews
- Prepare and present daily, weekly, and monthly operational reports.
- Provide management with actionable insights on performance, challenges, and opportunities.
- Track operational trends and forecast potential risks.
- Present performance dashboards and improvement plans to senior leadership.
- Ensure transparency and accuracy in all operational reporting.
Required Qualifications & Experience
- Minimum 8 years of experience in the Travel/BPO industry.
- Proven experience in an Operations Manager / Senior Operations Manager / equivalent leadership role.
- Strong experience managing US Travel Operations is highly preferred.
- Experience managing large teams through multiple Team Leaders.
- Strong understanding of airline reservations, ticketing, cancellations, rebooking, itinerary management, and customer service.
- Proven track record of achieving operational KPIs and business targets.
- Strong experience in performance management and people development.
- Excellent understanding of BPO/travel operations and customer experience.
- Strong analytical and problem-solving capabilities.
- Excellent verbal and written communication skills.
- Proficiency in MS Excel, PowerPoint, MIS, dashboards, and reporting tools.
- Willingness to work in US/night shifts as required.
Preferred Candidate Profile
The ideal candidate should be:
- A strong people leader with excellent team-management capabilities.
- Highly customer-focused and commercially aware.
- Comfortable managing large-scale operations.
- Data-driven with strong analytical and decision-making skills.
- Experienced in handling critical customer and operational escalations.
- Able to work effectively under pressure and meet tight business deadlines.
- Proactive in identifying operational gaps and implementing solutions.
- Strong in stakeholder management and cross-functional collaboration.
- Passionate about developing people and building high-performing teams.
- Accountable for both customer experience and business results.
Key Performance Areas
The Operations Manager will be responsible for driving:
- Operational Efficiency
- Revenue & Business Targets
- Customer Satisfaction
- Quality
- Productivity
- SLA Adherence
- Conversion
- First Contact Resolution
- Attrition & Retention
- Employee Engagement
- Process Compliance
- Escalation Management
- Continuous Process Improvement
What We Offer
- Senior leadership opportunity in a growing organization.
- Opportunity to manage and develop high-performing travel operations.
- Exposure to US travel customers and international operations.
- Performance-driven and professional work environment.
- Career growth and leadership development opportunities.
- Opportunity to directly influence business growth and operational strategy.
Company: Assistara Global Service Ltd.
Location: Sector 136, Noida, Uttar Pradesh
Experience: Minimum 8 Years
Employment Type: Full-time
Department: Travel Operations
About Assistara Global Service Ltd.
Assistara Global Service Ltd. is seeking an experienced, dynamic, and result-oriented Operations Manager – Travel to lead and manage our travel operations team from our Sector 136, Noida location.
The ideal candidate will have extensive experience in the US Travel/BPO industry, strong knowledge of travel operations, excellent people-management skills, and a proven track record of delivering operational, quality, customer experience, and revenue targets.
This is a leadership position for a professional who can manage large teams, drive operational excellence, handle escalations, develop people, and consistently deliver business results.
Job Summary
As an Operations Manager – Travel, you will be responsible for managing the overall performance of the travel operations function, including people, productivity, quality, customer satisfaction, process adherence, and business targets.
You will work closely with Team Leaders, Quality, Training, Workforce Management, Sales, and senior management to ensure smooth operations and continuous improvement.
The successful candidate should be highly customer-focused, commercially aware, data-driven, and capable of managing operations in a fast-paced, target-oriented environment.
Key ResponsibilitiesOperations Management
- Manage end-to-end daily operations for the Travel Process, with a strong focus on US customers.
- Lead and manage Team Leaders and large teams of travel professionals.
- Ensure achievement of operational targets related to productivity, quality, SLA, CSAT, conversion, revenue, and customer experience.
- Monitor daily, weekly, and monthly operational performance and take corrective action where required.
- Ensure smooth workflow and effective resource utilization across the operation.
- Establish operational priorities and ensure timely execution of business objectives.
- Develop and implement SOPs, process improvements, and best practices.
- Ensure strict adherence to company policies, client requirements, and process guidelines.
People & Team Leadership
- Manage, coach, and mentor Team Leaders and frontline travel teams.
- Conduct regular performance reviews and identify development opportunities.
- Build a high-performance culture focused on accountability, ownership, and customer satisfaction.
- Develop action plans for underperforming teams and individuals.
- Monitor attendance, attrition, productivity, schedule adherence, and employee engagement.
- Support recruitment, onboarding, training, nesting, and workforce transition activities.
- Ensure effective communication of organizational goals and process updates to all levels of the team.
Travel Operations
- Ensure effective handling of customer requirements related to airline reservations, ticketing, cancellations, rebooking, itinerary changes, travel queries, and other travel-related services.
- Ensure teams follow established travel procedures and deliver accurate solutions.
- Monitor complex customer cases and ensure appropriate escalation and resolution.
- Ensure compliance with client-specific and travel-industry processes.
- Maintain strong knowledge of US travel customer expectations and operational requirements.
- Identify opportunities to improve customer experience and operational efficiency.
Performance & KPI Management
- Monitor and improve key operational metrics, including:
- AHT – Average Handling Time
- CSAT – Customer Satisfaction
- FCR – First Contact Resolution
- Quality Score
- SLA Adherence
- Productivity
- Conversion
- Revenue
- Schedule Adherence
- Attrition
- Analyze performance reports and identify trends, gaps, and opportunities.
- Conduct regular business reviews with Team Leaders and senior management.
- Develop and execute performance-improvement plans.
- Ensure consistent achievement of operational and financial targets.
Customer & Escalation Management
- Take ownership of high-priority customer and operational escalations.
- Ensure timely resolution of complex travel-related issues.
- Maintain strong customer relationships and protect customer satisfaction.
- Identify root causes of recurring complaints and implement corrective measures.
- Ensure escalation processes are clearly defined and followed.
Cross-Functional Collaboration
- Work closely with Quality, Training, Workforce Management, HR, Sales, and Finance teams.
- Coordinate with internal stakeholders to ensure smooth business operations.
- Partner with Training and Quality teams to identify knowledge and performance gaps.
- Work with Workforce Management to optimize staffing and scheduling.
- Support Sales teams with operational insights and customer experience initiatives.
- Participate in client/business review meetings as required.
Reporting & Business Reviews
- Prepare and present daily, weekly, and monthly operational reports.
- Provide management with actionable insights on performance, challenges, and opportunities.
- Track operational trends and forecast potential risks.
- Present performance dashboards and improvement plans to senior leadership.
- Ensure transparency and accuracy in all operational reporting.
Required Qualifications & Experience
- Minimum 8 years of experience in the Travel/BPO industry.
- Proven experience in an Operations Manager / Senior Operations Manager / equivalent leadership role.
- Strong experience managing US Travel Operations is highly preferred.
- Experience managing large teams through multiple Team Leaders.
- Strong understanding of airline reservations, ticketing, cancellations, rebooking, itinerary management, and customer service.
- Proven track record of achieving operational KPIs and business targets.
- Strong experience in performance management and people development.
- Excellent understanding of BPO/travel operations and customer experience.
- Strong analytical and problem-solving capabilities.
- Excellent verbal and written communication skills.
- Proficiency in MS Excel, PowerPoint, MIS, dashboards, and reporting tools.
- Willingness to work in US/night shifts as required.
Preferred Candidate Profile
The ideal candidate should be:
- A strong people leader with excellent team-management capabilities.
- Highly customer-focused and commercially aware.
- Comfortable managing large-scale operations.
- Data-driven with strong analytical and decision-making skills.
- Experienced in handling critical customer and operational escalations.
- Able to work effectively under pressure and meet tight business deadlines.
- Proactive in identifying operational gaps and implementing solutions.
- Strong in stakeholder management and cross-functional collaboration.
- Passionate about developing people and building high-performing teams.
- Accountable for both customer experience and business results.
Key Performance Areas
The Operations Manager will be responsible for driving:
- Operational Efficiency
- Revenue & Business Targets
- Customer Satisfaction
- Quality
- Productivity
- SLA Adherence
- Conversion
- First Contact Resolution
- Attrition & Retention
- Employee Engagement
- Process Compliance
- Escalation Management
- Continuous Process Improvement
What We Offer
- Senior leadership opportunity in a growing organization.
- Opportunity to manage and develop high-performing travel operations.
- Exposure to US travel customers and international operations.
- Performance-driven and professional work environment.
- Career growth and leadership development opportunities.
- Opportunity to directly influence business growth and operational strategy.
Pay: ₹80,000.00 - ₹140,000.00 per month
Benefits:
- Food provided
- Health insurance
- Life insurance
- Paid sick time
- Provident Fund
Work Location: In person
