Operations and Service Delivery Manager

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 organisations grow in a fast changing industry.  Head quartered in the City of London, with offices in Shanghai and Thessaloniki, Travelfusion is a fast-growing, dynamic travel technology business.

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, optimises team performance through well defined metrics and processes and ensures a seamless customer experience.

Closely works with Operations, Product and Engineering teams to improve the service flow and delivery targets of a 24x7 booking operations call centre team.

Operations Management:

- 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 and email channels.

Development and Team Leadership

- Lead, coach and develop a team of highly motivated and high calibre booking support agents and leaders

- 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.

Performance and Analytics

- Consistently track, review and analyse KPIs and OKRs - with focus on throughout, 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

- 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

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