DGM AOH Operation NCR

Hello

FCM part of FTCG is one of the worlds largest travel management companies and a trusted partner for nationals and multinational companies. With a 24/7 reach in 97 countries FCMs flexible technology anticipates and solves client needs supported by experts who provide in-depth local knowledge and duty of care as part of the ultimate personalised business travel experience.

As part of the ASX-listed Flight Centre Travel Group FCM delivers the best market-wide rates unique added-value benefits and exclusive solutions.

Winner of the Worlds Leading Travel Management Company Award at the WTM for nine consecutive years (2019-2011) FCM is constantly transforming the business of travel through its empowered and accountable people who deliver 24/7 service and are available online and offline. FCM has won the coveted Great Place to Work certification for the fifth time! FCM Travel India is one of Indias Top 100 Great Mid-size Workplaces 2024 and the Best in Professional Services.

A leader in the travel tech space FCM has proprietary client solutions. FCM provides specialist services via FCM Consulting and FCM Meetings & Events.

Day in the life:

The DGM - After Office Hours is a critical leadership role responsible for overseeing all business operations during non-standard working hours (evenings nights weekends and holidays). This position ensures seamless 24/7 service delivery manages multiple shift operations and serves as the highest authority during after-hours periods making strategic decisions and ensuring business continuity across all customer accounts.

Youll be perfect for the role if you have:

Lead and manage all after-hours operations to ensure uninterrupted high-quality service delivery to global clients across different time zones. Provide executive-level oversight crisis management and strategic decision-making during non-business hours while maintaining operational excellence team productivity and customer satisfaction standards.

Key Responsibilities

PEOPLE

Multi-Shift Team Leadership & Development

Oversee multiple shift teams across time zones; allocate resources based on fluctuating after-hours demand

Analyze team performance using production reports sales data and quality metrics

Develop shift leads and Team Managers capable of independent AOH decision-making

Conduct regular one-on-one sessions with Team Leaders and shift supervisors

Create training programs for after-hours challenges; foster positive work culture addressing shift-specific needs

Monitor productivity metrics; conduct monthly performance assessments and address attrition/absenteeism proactively

Lead change initiatives with clear communication; establish robust handover protocols between day and AOH operations

PROCESS

Operations Quality & Risk Management

Ensure 100% process adherence across all shifts (AWS FPI PHX Tech Resolution Finance Processes)

Maintain shift handover documentation; oversee emergency response and crisis management procedures

Manage queue volumes ticket distribution and escalation matrix implementation during AOH

Implement real-time monitoring and conduct random quality audits; maintain data reporting accuracy

Identify process improvement opportunities; lead automation initiatives for enhanced efficiency

Develop business continuity plans; manage crisis situations with executive-level decision-making

Prepare comprehensive operational reports for senior management covering AOH performance

FINANCE

Financial Controls & Revenue Optimization

Conduct financial audits to prevent revenue leakage; verify customer charges and outstanding payments

Ensure proper billing processes airline deal mapping accuracy and GST compliance

Reduce ADMs through team education; monitor and minimize operational costs (overtime shift allowances)

Track Days Sales Outstanding (DSO) and billing closure timeliness

CUSTOMER

Relationship Management & Satisfaction Excellence

Serve as executive point of contact for critical customer issues during AOH

Build relationships with global stakeholders; manage emergency travel situations independently

Conduct regular feedback sessions addressing after-hours service delivery

Maintain CSAT scores (90%) and NPS (50); resolve escalations promptly with executive authority

Ensure SLA compliance; document all critical customer interactions and actions taken

ORGANIZATION

Leadership Strategy & Collaboration

Serve as senior-most authority during after-hours; make strategic decisions independently

Develop AOH-specific operational strategies; plan capacity for peak periods

Collaborate with day operations for seamless handovers; coordinate with IT Finance HR for after-hours support

Ensure regulatory compliance and internal policy adherence; drive SBT (Self-Booking Tool) adoption

Key Performance Indicators

Operational Excellence: Team Productivity Shift Coverage (98%) Resource Utilization Escalation/Error Rate (<2%) Escalation Resolution (24 hrs) PNR Accuracy (99%) Process Compliance (95%) SLA Compliance (98%) Handover Accuracy (100%)

Customer Satisfaction: CSAT Score (90%) NPS (50) Response Time (15 min) Escalation Resolution Rate

Quality & Accuracy: Quality Audit Score (95%) Data Accuracy (99%) Documentation Completeness (100%)

Required Skills & Competencies

Leadership & Management

Executive-level leadership with crisis management and strategic decision-making abilities

Team motivation for challenging after-hours schedules; change management and conflict resolution expertise

Operational Excellence

Deep understanding of 24/7 operations and multi-shift management across time zones

Process improvement mindset; strong analytical data-driven decision-making and risk management

Communication & Technical Skills

Excellent verbal/written communication across all levels and global stakeholders

Advanced knowledge of travel systems (AWS FBI PHX) GDS (Amadeus) reporting/analytics tools MS Office

Business Acumen & Personal Attributes

Financial management strategic thinking customer-centric approach

Understanding of travel industry trends and revenue optimization

Resilience flexibility accountability cultural sensitivity and results-oriented mindset

Qualifications & Experience

Education:Bachelors degree in Business Administration Hospitality Management or related field (MBA preferred)

Experience:10-12 years in travel management/service industry; 5-7 years in senior leadership roles

Proven 24/7 operations management across time zones; crisis management and P&L experience

Background in process improvement and operational excellence initiatives

Working Conditions

Schedule:Primary responsibility during after-hours (evenings nights weekends holidays)

Flexibility for day operations overlap; 24/7 availability for emergencies

Occasional travel for client meetings and organizational events

Work Perks! - Whats in it for you:

FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. Its also why we offer some great employee benefits and perks outside of the norm.

You will be rewarded with competitive market salary. You will also be equipped with relevant training courses and tools to set you up for success with endless career advancement and job opportunities all over the world.

Market Aligned remuneration structure and a highly competitive salary

Fun and Energetic culture: At the heart of everything we do at FCM is a desire to have fun and be yourself

Work life Balance: We believe in No Leave No Life So have your own travel adventures with paid annual leave

Great place to work- Recognized as a top workplace for 4 consecutive years which is a testimonial of our commitment towards our people

Wellbeing Focus- We take care of our employee with comprehensive medical coverage accidental insurance and term insurance for the well being of our people

Paternity Leave:We ensure that you can spend quality time with your growing family

Travel perks: Youll have access to plenty of industry discounts to ensure you continue to broaden your horizons

A career not a job: We believe in our people brightness of future. As a high growth company you will have the opportunity to advance your career in any direction you choose whether that is locally or globally

Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - Youll have to experience it to believe it!

Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you cant miss in our people or service.

We value you...

Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better safer experiences for everyone. We encourage you to come as you are; to foster inclusivity and collaboration. We celebrate you.

Who we are...

Since our beginning our vision has always been to open up the world for those who want to see.

As a global travel retailer our people come from all different backgrounds and our connections spread to the far reaches of the globe - 20 countries and counting! Together we are a family (we call ourselves Flighties).

We offer genuine opportunities for people to grow and evolve. We embrace new experiences we celebrate the wins seize all opportunities and empower all of our people to find their Brightness of Future.

We encourage you to DREAM BIG through collaboration and innovation and make sure you are supported to make incredible ideas a reality. Together we deliver quality innovative solutions that delight our customers and achieve our strategic priorities.

Irreverence. Ownership. Egalitarianism