Supervisor operations

BCD Travel; Mumbai; On-site; INR 900,000 - 1,200,000; Full time

Benefits offered by this job

Flexible hours

Work from home

Career growth

Vacation days

Wellbeing tools

Industry perks

Inclusive environment

Job summary

BCD Travel is seeking a Supervisor Operations, ERM in Mumbai, India to lead a travel consultant team in a high-velocity 24/7 environment. You will coach, monitor KPIs, manage workload, and ensure adherence to processes, delivering quality service across a global operations setup.

You will actively develop the team, provide guidance on client travel policies, and drive improvement initiatives while enabling virtual collaboration where needed.

Qualifications

• Demonstrated experience in ERM, marine, offshore, or crew travel operations is required.
• Solid working knowledge of the travel industry, policies, procedures and processes.
• Advanced GDS Amadeus skills.
• Excellent verbal and written communication skills in English.
• Demonstrated excellent professional customer service, coaching, and problem resolution skills.
• Strong people management skills.

Responsibilities

• Supervise and support agents in managing crew movements, rotations, and disruptions in a complex, 24/7 service environment.
• Seek opportunities to review operational processes and the commercial relationship with management team and provide suggestions for improvement.
• Have a strong understanding of a client travel policy and can appropriately guide and consistently provide consultation to the customer.
• Develop learning program for closing own short- and long-term competency gaps.
• Assist the consultants in appropriately responding and resolving customers inquiries.
• Monitor, sort and work on contact and reservation queues to maintain quality control from.

Skills

ERM experience

People management

English communication

Customer service

Coaching

Travel industry knowledge

Team supervision

Amadeus GDS

Tools

Amadeus GDS

Job description

Job Description:

Supervisor Operations, ERM

Full time, Mumbai, India

The Supervisor Operations ERM is responsible for day-to-day management of a travel consultant team, including managing key performance indicators (KPI), workload, providing support and coaching whilst ensuring adherence to agreed processes, service standards, and quality expectations across a global operations setup.

You will be the primary point of contact for the team members. You will actively coach and develop the team to meet and exceed all performance targets, taking into consideration (part of) the team can be virtual.

This position demonstrates an extensive understanding and applicability of all areas in the travel industry. You will work independently on requests as assigned and takes the initiative to provide assistance.

As a Supervisor Operations, ERM, you will

• Supervise and support agents in managing crew movements, rotations, and disruptions in a complex, 24/7 service environment
• Seek opportunities to review operational processes and the commercial relationship with management team and provide suggestions for improvement
• Have a strong understanding of a client travel policy and can appropriately guide and consistently provide consultation to the customer
• Develop learning program for closing own short- and long-term competency gaps
• Assist the consultants in appropriately responding and resolving customers inquiries
• Monitor, sort and work on contact and reservation queues to maintain quality control from

About You

• Demonstrated experience in ERM, marine, offshore, or crew travel operations is required
• Solid working knowledge of the travel industry, policies, procedures and processes
• Ability to supervise and support agents in managing crew movements, rotations, and disruptions in a complex, 24/7 service environment, while ensuring adherence to agreed processes, service standards, and quality expectations across a global operations setup
• Advanced GDS Amadeus skills
• Excellent verbal and written communication skills in English
• Demonstrated excellent professional customer service, coaching, and problem resolution skills
• Strong people management skills

What We Offer You

At BCD Travel, we work with highly motivated and passionate people. We value open communication, collaboration, and a flexible work-life balance. We offer unique, often global, experiences that empower you to develop and grow within the organization. Sustainability and helping others is also high on our list. We make a difference through charitable activities in our communities across the globe.

About Us

BCD Travel helps companies travel smart and achieve more. We drive program adoption, cost savings and talent retention through digital experiences that simplify business travel. Our 15,000+ dedicated team members service clients in 170+ countries as we shape a sustainable future for business travel. BCD’s leading meetings and events management and global consultancy services complete our comprehensive suite of solutions for all aspects of corporate travel. In 2024, BCD achieved US$22.9 billion in sales. For more information, visit www.bcdtravel.com.

Get to know us by reading our blog and checking out our social media:

• https://www.bcdtravel.com/blog/
• https://www.linkedin.com/company/bcd-travel/
• https://www.instagram.com/bcdtravel/
• https://www.facebook.com/bcdtravel/

You’ll be offered

• Flexible working hours and work-from-home or remote opportunities
• Opportunities to grow your skillset and career
• Generous vacation days so you can rest and recharge
• A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
• Travel industry professional perks and discounts
• An inclusive work environment where diversity is celebrated

We are committed to providing reasonable and necessary accommodations to ensure all employees can perform their roles effectively. For accommodation requests or further information, contact our Talent Acquisition department at [e-mail].