Assistant Operations Manager

Title: Assistant Operations Manager  

Business Unit: Business Support Service (BSS)  

Reporting To: Head of Operations 

Job Type: Work from office 

Location: Panjim, Goa 

Company Profile 

Open Destinations Limited is a leading services and technology provider exclusive to the travel industry, with more than 25 years real-world experience. Our team consists of have 700+ travel professionals who work 24X7 with 100+ customers globally to support and scale travel businesses. 

Duties & Responsibilities 

• Responsible for managing operations (6-8 customers/projects) seamlessly with timely SLA delivery along with maintaining high levels of employee engagement and customer satisfaction. 
• Build strong partnership with the client by growing and nurturing the existing relationships 
• To ensure operational cohesion & effective foundation for future growth 
• Taking weekly and monthly calls with clients to understand the expectations from the teams and providing updates. 
• Ensure that all compliance & audit related issues are brought to closure as per agreed timelines. 
• Organize resources, sets goals, strategize with management and client on a short and long term basis 
• Coach & mentor Team leads/Managers and create a healthy pipeline of future leaders. 
• To be the Key contact for all problems and queries for all internal and external customers 
• Working with MIS closely - Forecasting future volumes and average handle times to arrive at a capacity plan. Proactively identify staffing gaps. 
• Conduct analysis and prepare analytics/reports based on requirement (internal and client) 

Required Skills 

• 4 + years of experience in leading operations team in an outsourcing business. 
• Excellent leadership and team management skills. 
• Exceptional communication and interpretation skills. 
• Performance management: target setting, review against target, performance monitoring, coaching and training as required. 
• Must have good knowledge of Work Management tool JIRA 
• Must understand concept of Stakeholder management. 
• Good team player with excellent interpersonal skills. 

Additional/Preferred Skills 

• Experience and understanding of travel or tour operator business. 

Educational Qualifications Required 

• Bachelor's degree in any field. Masters degree is a plus.