JOB SUMMARY

The Operations Manager is responsible for overseeing daily operations, ensuring service excellence, and driving performance across a travel account program. This role requires strong leadership, client‑facing skills, and the ability to manage operational metrics, compliance standards, and staff development in a fast‑paced, shifting environment.

KEY RESPONSIBILITIES

Shift Management

Monitor daily performance metrics (call handling times, service levels, quality grades) to ensure standards are consistently met.
Collaborate with Shift Managers and Team Leaders to implement client and in‑house policies.
Attend weekly client meetings and present program performance updates; escalate issues as needed.
Participate in weekly operations reviews, presenting action plans for identified issues.
Collate and respond to operational concerns raised by Shift Managers/Team Leaders.
Escalate issues beyond authority to senior operations leadership.
Report system errors/downtime affecting call handling to Sr. Manager, Operations Manager, and Director of Operations.
Submit weekly and monthly operations review reports to senior management.

Quality and Compliance

Minimize and manage customer complaints to acceptable levels.
Partner with Sr. Manager, Operations Manager, and Operations Director to develop and implement program policies.
Work with Shift Managers/Team Leaders to design programs that enhance associate development.
Recommend process improvements to drive Continuous Process Improvement (CPI).
Evaluate contact center practices to improve efficiency, satisfaction, and service performance.

Staff Development

Ensure daily productivity standards are achieved.
Provide leadership and motivation to teams.
Conduct monthly coaching sessions with Shift Managers/Team Leaders using performance data.
Develop and execute communication plans to ensure timely updates on changes.
Hold weekly meetings with Shift Managers/Team Leaders to review performance and share best practices.
Design succession and development plans for leadership roles.
Support employee satisfaction and workplace programs.
Coordinate with clients for login ID upgrades and attrition‑related access management.

Program Administration

Safeguard confidentiality, integrity, and availability of critical information.
Report information security incidents promptly.
Ensure privacy policies are communicated and understood by the team.
Identify risks and implement appropriate controls.
Conduct periodic checks on system IDs, headcount, and access withdrawals.
Monitor changes in exposure of information assets and encourage proactive reporting of security threats.

Program Development

Conduct audits and risk assessments to ensure compliance with client, regulatory, and accreditation requirements.
Collaborate with Audit Teams and Process Owners to assess and strengthen quality/security controls.
Maintain and submit accurate, complete, and timely reports.
Analyze compliance data to identify trends and provide actionable insights.

QUALIFICATIONS

Bachelor's degree in any field.
Minimum of 3 years managerial experience in Operations, preferably in the Travel Account industry.
Strong client‑facing and presentation skills.
Hands‑on experience with Global Distribution Systems (GDS) / Travel Applications, such as Galileo, Sabre, Amadeus, Worldspan, Apollo, and Travelport
Solid knowledge of PC applications (Word, Excel, PowerPoint).
Demonstrated ability to lead strategically and tactically.
Willing to work onsite in Bridgetowne, QC on a graveyard/shifting schedule.

Operations Manager | Travel Account

Operations Manager | Travel Account