Senior Operations Manager
BLS International
Total des années d'expérience :9 years, 8 Mois
Accounts-Spain, Thailand, Morocco, Lebanon(Customer centric Operations & Building strong diplomate client relationship)
1. Managed large-scale travel operations for West & South India, ensured high- quality service delivery to over 600 daily customers at facilitation centers.
2. Upheld SLA, maintained relations with consulates, stakeholder and with other Travel partners for the MICE moment.
3. Streamlined process, reduced costs, & managed budgets for 4 key accounts.
4. Negotiated, renewed contracts with vendors, oversaw orders across 7 operations centers & managed invoices.
5. Organized meetings with HNIs & associate leadership to plan destination sports, cultural events, wedding travel itineraries to promote Spain tourism.
6. Measured team's KPIs, performance metrics, productivity & ensured training.
7. Re-presented VAS sales at commercial event & tourism board by networking, achieved an 82% yield in Mumbai region for Mar, Apr & May '23.
8. Led forecasting & capacity planning for seat allocation to cater to estimated customer demand in West & South India centers.
9. Driving end to end operational functions by collaborating with 7 satellites + Hub
centers & diverse contact centers team to achieve business goals.
10. Received letters of commendation from “Hockey Federation of India” for execution of excellent service rendered to the Hockey women.
SubjectMatterexpert-SMEhandledGlobalMobility Achievements/Tasks Customer experience (CX), delivering digital transformation services for Immigration, Taxation, Insurance & Relocation to customers. Handled escalations & solving complex tickets on ServiceNow by finding root- cause to improve & enhance customer experience Communicating with Regional (COE) & strategically implementing change. Verifying the orders from mainframe system & delegating services to vendors.
Account-EuropeanClients(Switzerland, Malta, Latvia, Slovenia, Italy, Hungary, Croatia, Sweden) Achievements/Tasks Undertaken overall responsibility of BAU & supervised team. Manpower forecasting & hiring stafing requirement to meet peak season. Maintained the Unit's profitability & targets (EBIT) set for Zone. Ensured passports & other legal documents are delivered to the customers by logistic courier partners within the agreed Service Level Agreement. Monitored CSAT, SLA, TAT & other important operational Metrics. Proficient in Salesforce admin, customer data management & report generation.
Achievements/Tasks Managed rosters, handling escalations at the counters from the customers. Ensured that the teams are mentored & work towards adherence of all KPI, required to be complied with, from an Organizational & ISO perspective.
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