Associate Director of Operations

Fareportal; Pune District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Fareportal is hiring an Associate Director - Operations in Pune to lead customer satisfaction, revenue generation and quality assurance for its travel brands. You will drive cross-functional initiatives, oversee a large ops team, and own the vision for service excellence across India.

The role requires fluent English, strong analytical skills and deep experience in multinational travel operations, with a track record of managing 500+ staff and delivering measurable improvements in CSAT and

Qualifications

• Fluent written and spoken English is required.
• 10+ years of relevant industry experience.
• At least 5 years in a senior management role.
• Experience in a multinational travel environment with call center/service delivery.

Responsibilities

• Lead and drive delivery of service across customer satisfaction, revenue generation and quality assurance.
• Provide leadership to a large operations team and mentor direct reports.
• Develop strategies to meet CSAT, revenue and efficiency targets.
• Analyze daily MIS and KPI trends and present findings to stakeholders.
• Collaborate with Training, Marketing and Web Design teams to optimize revenue opportunities.
• Ensure compliance with company policies and industry regulations.

Skills

Analytical skills

Fluent English

Excel modeling

Tools

Excel

Job description

Designation: Associate Director - Operations

Location: Pune, India

Company Overview

Fareportal is a travel technology company powering a next-generation travel concierge service. Utilizing its innovative technology and company owned and operated global contact centers, Fareportal has built strong industry partnerships providing customers access to over 600 airlines, a million lodgings, and hundreds of car rental companies around the globe. With a portfolio of consumer travel brands including CheapOair and OneTravel, Fareportal enables consumers to book-online, on mobile apps for iOS and Android, by phone, or live chat. Fareportal provides its airline partners with access to a broad customer base that books high-yielding international travel and add-on ancillaries.

Fareportal is one of the leading sellers of airline tickets in the United States.We are a progressive company that leverages technology and expertise to deliver optimal solutions for our suppliers, customers, and partners.

FAREPORTAL HIGHLIGHTS

• Fareportal is the number 1 privately held online travel company in flight volume.
• Fareportal partners with over 600 airlines, 1 million lodgings, and hundreds of car rental companies worldwide.
• 2019 annual sales exceeded $5 billion.
• Fareportal sees over 150 million unique visitors annually to our desktop and mobile sites.

Fareportal, with its global workforce of over 2,600 employees, is strategically positioned with 9 offices in 6 countries and headquartered in New York City.

Role Overview

People are at the core of Fareportal. Product innovation and Engineering are what drive Fareportal. We are one of the fastest growing travel technology companies in the world; our portfolio of travel brands, including flagship products CheapOair and OneTravel, receive over 200 million visitors annually.

Fareportal is hiring a highly talented and motivated Associate Director- Operations. The leader will drive innovation by leading teams across Customer satisfaction, revenue generation and Quality assurance for Fareportal's brands. You will be responsible for not only developing industry leading ideas, but also working cross functionally to turn these ideas. You and your team will be responsible for crafting the vision, defining and defending customer satisfaction.

Responsibilities

• Ensuring successful delivery of the service.
• Ensuring that the right level of competency is available in order to deliver best in class service delivery.
• Conducting Drive CS and Sales Strategies to meet established goals and targets.
• Analyze and present findings on daily MIS report if there is a shortfall or overage in actual compared to target in CS, Sales, Attendance and other areas.
• Provide leadership to operations management team (direct reports).
• Take ownership and accountability for the performance of direct reports while acting as a mentor encouraging career growth and opportunity in a professional environment.
• Serve as a point of contact for India operations to all global stakeholders.
• Play a significant role in long term planning geared towards operational excellence.
• Provide quantitative analysis to help drive profitability.
• Effectively Manage and create a highly motivated and focused CS, Sales and Exchange workforce.
• Set clear targets for the teams and monitor performance.
• Reduce Customer Complaints by proactively training and enforcing a strong commitment to customer satisfaction.
• Formulate proposals, present findings and roll out corporate initiatives.
• Assist in developing and implementation of incentive strategy and program to drive revenue goals and improve CSAT.
• Make sure all Company policies and Company terms and Conditions are complied, fees structure is followed, no circumvention of Airlines inventory is done.
• Coordinate closely with the Training Team to analyze training efforts and ensure successful implementation of same.
• Create and Manage Specialized Teams to maximize revenue opportunities and conversions (phone sales, email sales, Web chat, Product Sales, etc.)
• Coordinate closely with the Marketing and Web Design Team for lead generation.
• Introduce, implement and successfully manage outbound process to ensure maximum utilization during lean period and / or for cross sell sales campaigns.
• Ensure effective knowledge and promotion of In-house / Consolidator deals by the Sales Team.
• Analyze various reports to monitor Top O&Ds, Top Airlines, Sales Per Hour (SPH), Conversion Reports, etc. and plan improvement strategies accordingly.
• Prepare periodic dashboards showing Actual Vs Goals performance for Senior Management review.
• Identify areas of Missed Sales Opportunities and implement strategies to successfully redeem these.
• Ensure set Quality Parameters are met in compliance with DOT guidelines. Create guidelines and strict adherence for agent coaching, counselling or strong actions including penalty based on Quality Coaching teams feedback.
• Ensure staffing levels meet targets set by WFM Team.
• Participate in periodic call monitoring sessions for quality purposes and understanding user experience and gaps in sales strategies if any.
• Initiate projects to enhance Sales Tools, reduce AHT and improve Conversion Rate and champion those projects through to the live release.
• Support and Enforce First Call Resolution strategy across the Team.
• Achieve customer service excellence including measurement and continuous improvement by actively capturing and reviewing Voice of Customer.
• Conduct appraisals, reviews, incentives, salaries, raises, rewards and recognition for direct reports.
• Ensure compliance with standard practices and processes across the call center.
• Implement best practices and continuous process improvement in Sales Processes.
• Perform other related duties as necessary.

Requirement

• Must be fluent in written and spoken English.
• Excellent Analytical skills, expertise in analyzing data, creating models using excel and other tools.
• Minimum 10 years relevant industry experience.
• Minimum 5 years of experience working in a Senior Management Role.
• Experience in a multinational travel environment with direct call center / service delivery experience.
• Working knowledge and experience with GDS (Sabre/Amadeus) booking, Exchanges and ticketing formats, processes and procedures.
• Leadership and People Management Experience: must have managed a span of control for over 500 people.
• Ability to work in a 24x7x365 days environment.

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Fareportal reserves the right to change the job duties, responsibilities, expectations or requirements posted here at any time at the Company's sole discretion, with or without notice.