Associate Business Operations Manager

ID01 PT Traveloka Indonesia; Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading travel platform in Southeast Asia is seeking an Associate Business Operations Manager to oversee day-to-day operations and ensure high service quality in the accommodation sector. The ideal candidate will have strong analytical skills, a Bachelor's degree, and 3-5 years of experience in operations management. The role offers a full-time position in Jakarta with a dynamic work environment.

Qualifications

• Bachelor's degree in any major, preferably in Tourism.
• Minimum 3-5 years of operations management experience.
• Experience managing BPO performance.
• Strong experience in the hospitality industry is preferred.

Responsibilities

• Oversee day-to-day operations of the accommodation ID domain.
• Collaborate with BPO partners to meet operational standards.
• Analyze processes to identify improvements and implement solutions.
• Develop and execute operational roadmaps aligned with business objectives.

Skills

Analytical Thinking

Customer Satisfaction Management

Strategic Planning

Communication Skills

Negotiation Skills

Education

Bachelor's degree from a top university

Tools

Microsoft Office

CRM Tools

Business Intelligence Tools

Job description

Associate Business Operations Manager page is loaded

Associate Business Operations Manager

Apply locations Indonesia - Jakarta, Green Office Park 1 time type Full time posted on Posted 30+ Days Ago job requisition id R0006384

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description

• Manage the operational performance. Responsible for overseeing the day-to-day operations of the accommodation ID domain. You will play a pivotal role in managing operational efficiency, improving processes, and ensuring high-quality service delivery. Be accountable for the output and performance of the accommodation ID domain, ensuring that KPIs and SLAs are met consistently.
• BPO Partner Management : Collaborate with BPO partners to ensure contact center operations meet COPC standards. Conduct performance reviews, manpower planning, and cost/benefit analyses. Evaluate and recommend advanced technologies to optimize productivity, quality, and customer satisfaction.
• Identify Pain Points & Implement Improvements : Analyze current operational processes to identify inefficiencies and areas for improvement. Propose and implement solutions to streamline workflows and enhance service delivery
• Fine-tune Operational Metrics : Review and refine key performance metrics to ensure they align with company goals. Continuously monitor performance to identify opportunities for optimization.
• Crisis Management : Effectively manage crises within the accommodation ID domain, ensuring swift resolutions and maintaining service continuity during disruptions.
• Develop Roadmap : Create and execute short- to medium-term roadmaps for accommodation operations, ensuring alignment with overall business objectives and continuous growth.
• Independent Decision-Making : Make independent decisions to resolve operational challenges, driving improvements and aligning with business needs.
• Domain Mastery : Develop deep expertise in accommodation management, staying up to date with industry trends, regulations, and best practices to ensure operational excellence.
• Collaboration : Act as a liaison between customer care and key teams such as marketing, product , and finance to ensure a seamless customer experience

Requirements

• Bachelor's degree in any major from a top university. Degrees in Tourism are preferred.
• Proficient Knowledge in Customer Satisfaction Management, related business Industry (hotel, travel agents, or any hospitality industry)
• Analytical Thinking: Strong analytical skills with the ability to assess performance data and propose actionable insights.
• Experience in managing BPO performance
• Strong strategic planning and execution skills.
• Excellent Knowledge in Service or Complaint & Recovery Management or Sales & Marketing Basic knowledge
• Strong writing, communication, presentation, negotiation and analytical skills
• English Proficiency. Demonstrated proficiency in English speaking and writing is required. Clear and articulate communication skills are essential for effectively interacting with team members, stakeholders, and senior management. Ability to convey complex ideas and concepts clearly and concisely is highly valued.
• COPC literate, COPC certified will be an advantage
• Proficient in Microsoft /Google/Business intelligence tools (BI tools)/CRM Tools products and other applications e,g : Microsoft Word, Excel, PowerPoint, Databases, Gdoc, Gsheet, GSlides, Google data studio, Tableau, Zendesk, Salesforce, Siebel, etc
• Relevant experience : Minimum 3-5 years of experience in operations management, ideally within the accommodation or hospitality industry. Experience managing teams and processes is highly preferred.
• Demonstrated leadership experience, including leading and developing high-performing teams.
• Proven track record of driving operational excellence and delivering results in a fast-paced, dynamic environment.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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About Us

We don’t innovate for the sake of innovation, we utilize technology to simplify people’s lives so they can enjoy their lives better. That belief is what brought Traveloka to be Southeast Asia’s Leading Travel Platform. Traveloka serves 20+ products that include comprehensive travel services. From transportations to accommodations, discovering nearby attractions, and insurance products to financial services, including the groundbreaking ‘Buy Now Pay Later’.

With 100+ millions downloads in six countries across the SEA region, we aim to keep exploring for better innovations—all to fulfill our users’ travel aspirations so they can enjoy their lives, their way.

Our vision is to enrich people’s life by empowering them in fulfilling their unique travel aspirations, seamlessly.