Senior Operations Manager/ Manager Operations||Travel Domain
- IGT Solutions
- 12 - 14 years
- Pune
- 5 days ago
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Job Description
Senior Manager Operations/ Manager Operations (Travel Domain)
Location: Pune
IGT Solutions invites applications from accomplished and result-driven professionals for the role of Senior Manager Operations/ Manager Opeartions within our Global Digital BPM Contact Center Services. This is a strategic leadership position for individuals with extensive experience in managing large-scale operations, particularly within the travel domain.
Position Overview
In this pivotal role, you will be entrusted with end-to-end operational leadership of multiple client portfolios, managing a workforce of 500-1000 FTEs. Reporting to senior leadership, you will drive operational excellence, client satisfaction, and sustained business growth through strategic planning and execution.
Key Responsibilities
- Assume full accountability for P&L management and overall operational performance of large-scale international voice customer service programs
- Provide strategic leadership and operational direction to ensure alignment with organizational and client objectives
- Build and maintain strong relationships with client stakeholders and internal leadership teams
- Ensure consistent achievement of key performance indicators, including:
- Staffing and Schedule Adherence
- Customer Experience (CSAT) and Quality metrics
- Productivity and efficiency benchmarks
- Lead and integrate cross-functional teams spanning Voice Operations, Back Office, Workforce Management, Training, and Quality
- Drive governance through structured weekly, monthly, and quarterly business reviews
- Collaborate with Account Management to identify and capitalize on business expansion opportunities
- Champion a culture of continuous improvement, leveraging data-driven insights to enhance service delivery and operational efficiency
Qualifications & Experience
- 1420 years of progressive experience in BPO/ITeS Operations, with significant leadership exposure
- Demonstrated expertise in managing Travel Domain operations (preferred)
- Minimum 2 years of experience in a Managerial role overseeing international travel processes (Voice/Back Office)
- Strong understanding of industry dynamics, market trends, and competitive landscape
- Bachelors degree in any discipline (mandatory)
- Lean / Six Sigma Green Belt or Black Belt certification (preferred)
- Proven track record of managing large teams and delivering measurable business outcomes
- Strong analytical acumen with expertise in data-driven decision-making and process optimization
- Excellent communication, stakeholder management, and interpersonal skills
Leadership Competencies
- Strategic thinker with the ability to anticipate and respond to evolving market conditions
- Inspirational leader with strong people management and team-building capabilities
- High degree of resilience, adaptability, and agility in dynamic environments
- Strong sense of ownership, integrity, and commitment to delivering results
- Collaborative approach with the ability to influence across functions and levels
Why Join IGT Solutions?
- Opportunity to lead large-scale, global operations with high business impact
- Work alongside industry leaders and global clients
- Be part of a growth-oriented and innovation-driven organization
- Accelerate your leadership journey in a dynamic and evolving business landscape
In case interested, Share your resume on - 7042379***- Swapnil
At IGT Solutions, we are committed to equal employment opportunities for all individuals, regardless of age, gender, race, religion, or any other factor. We promote an environment free from discrimination and harassment.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: IGT SolutionsLocation(s): Pune
Keyskills: operations attrition Travel Process aht SLA CSAT shrinkage
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IGT Solutions
IGT Solutions (IGT) is a leading BPM, Technology and Digital Services and Solutions Company committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain.Established in 1998, with 100% focused on the Travel indus...
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