Manager Operations

Strong understanding of a client policies and processes, determining the impact to the operation team as changes are implemented

Has a strong understanding and accurately and provides direction on a large spectrum of travel supplier rules

Maintains and seeks expansion of current knowledge of various industries (Travel Management, Account Management, Contact Center Operations, etc.)

Supports BCD Travel and client driven initiatives

Reviews operations performance reports and provides direction and implements programs to improve the performance of the operations against goals

Consistently follows BCD Travel guidelines

Leads the team in error reduction efforts, providing direction, measurement and reviews of progress against goals

Ensure customer satisfaction is measured and goals are met; implementing plans for continuous improvement

Manages all key performance metrics evaluating or implementing and reviewing measurements, coaching and continuous improvement

Monitors and controls departmental expenses, seeking and implementing improvements to improve the profitability of the operations

Leads the effort to implement new business implementations (client, technology, processes, etc.) successfully and on-budget

Manages overall budget and performance against budget

Responsible for evaluating and maintaining operation staffing

Responsible for all assigned administrative tasks

Leads change efforts, providing information and communication

Identify and communicate risks, issues and benefits to the operations and/or the customer