Key Responsibilities:

• Communicate with employees and customers to ensure timely, courteous, and efficient responses to product and service inquiries.
• Ensure compliance with all benefit management programs and maintain in-depth knowledge of operational standards.
• Work closely with the compliance department to investigate complaints and correct errors.
• Manage and review disciplinary actions with employees, including verbal warnings and formal documentation.
• Continuously coach and support the team to achieve both individual and team performance goals.
• Serve as the point of escalation for procedural and technical issues and provide guidance to staff on resolving complex challenges.
• Monitor and track team performance, offering constructive feedback.
• Conduct formal performance appraisals for direct reports and communicate recommendations for development and growth.
• Take initiative and work independently to meet deadlines and manage multiple projects in a fast-paced, shifting environment.

Qualifications:

• College graduate.
• At least 8-10 years of experience in Operations within a BPO/BPM environment.
• Minimum of 3-5 years of experience as an Operations Manager.
• Previous experience working in a Travel Account is required.
• Experience with Global Distribution Systems (GDS) is highly preferred.
• Strong communication and leadership skills, with a focus on team coaching and performance management.
• Ability to handle multiple priorities and work in a dynamic, deadline-driven environment.

Please refer to job description.