General Manager Travel Operations

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: Bachelors degree in Business Administration Operations Management or a related field (MBA is highly preferred)

Remote Work :

No

Employment Type :

Full-time