Supervisor Operations

BCD Travel; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Flexible working hours

Remote opportunities

Generous vacation days

Wellbeing tools

Job summary

BCD Travel in Mumbai, India seeks a Supervisor Operations, ERM to lead a travel consultant team, coaching and ensuring KPI targets, processes, service standards, and quality in a global operations setup.

You will supervise agents handling crew movements, develop learning programs, and guide client travel policy usage, with opportunities for remote work and growth in a diverse, inclusive environment.

Qualifications

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

Responsibilities

• Supervise and support agents in managing crew movements, rotations, and disruptions in a 24/7 service environment.
• Review operational processes and propose improvements to management.
• Guide customers per client travel policy with consistent consultation.
• Develop learning programs to close competency gaps.
• Assist consultants in responding to customer inquiries.
• Monitor queues to maintain quality control of contacts and reservations.

Skills

ERM Travel Operations

People Management

Coaching & Development

English Communication

Team Supervision

Tools

Amadeus GDS

Job description

Start your journey with BCD: Grow, connect, collaborate and celebrate with our global team

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].