Travelfusion Ltd.
Operations and Service Delivery Manager
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About Us
We are innovators and disruptors in global travel content, distribution, and payments technologies. Travelfusion has created the largest LCC & NDC distribution platform that helps global travel organizations grow in a fast-changing industry. Headquartered in the City of London, with offices in Shanghai and Thessaloniki, Travelfusion is a fast-growing, dynamic travel technology business.
The Role
The Operations and Service Delivery role encapsulates the responsibilities for overseeing the day-to-day bookings support operations, handling efficient and smooth processing of client enquiries, optimizing team performance through well-defined metrics and processes, and ensuring a seamless customer experience.
Key Responsibilities
- Oversee the day-to-day booking support operations, ensuring SLAs and KPIs are consistently met
- Monitor real-time performance metrics and identify bottlenecks, taking corrective measures such as staffing or workflow adjustments
- Manage the inbound and outbound booking enquiries across YouTrack, chat, and email channels
- Lead, coach, and develop a team of highly motivated and high calibre booking support agents and leaders
- Conduct regular review of gaps in training and processes with targeted measures to improve and enhance performance
- Carry out regular performance reviews and OKR check points to cultivate a high-performing team
- Foster a customer-centric approach
- Handle escalations and support team members through complex booking disruption issues
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Performance and Analytics
- Consistently track, review, and analyze KPIs and OKRs with focus on throughput, CSAT
- Focus on metrics to identify work-flow bottlenecks and to improve productivity
- Produce reports for the department head and leadership team
Customer Experience and User Satisfaction
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- Implement a framework for high standards of client customer service and review of CSAT
- Implement best practices for timely issue resolution and customer engagement
- Identify new trends, application of tools, and technology to continuously improve
Compliance and Process Improvements
- Ensure adherence to company policies, departmental requirements, GDPR, PCI obligations, and industry standards
- Constant review of processes, SOPs, and effective execution of those processes to identify gaps and implement improvements
Essential Skills and Experience
- 8 years+ in a fast-paced travel, travel technology, high volume international business, e.g., OTA, TMC, Airline Operations
- Proven leadership and management skills
- Professional, hands-on, and strong communications skills
- Ability to deliver training, improve processes, and write clear documentation
Additional Information
- #LI-KP1
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