Operations Manager | Travel Account

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.